Trustmark’s mission is to improve wellbeing – for everyone. It is a mission grounded in a belief in equality and born from our caring culture. It is a culture we can only realize by building trust. Trust established by ensuring associates feel respected, valued and heard. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture of diversity and inclusion where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves. At Trustmark, we have a commitment to welcoming people, no matter their background, identity or experience, to a workplace where they feel safe being their whole, authentic selves. A workplace made up of diverse, empowered individuals that allows ideas to thrive and enables us to bring the best to our colleagues, clients and communities.

In this position, you will manage two key operational functions within the Voluntary Benefits Division which are agent licensing and agent commissions. The objective is to build more cross functional knowledge and resources within the team. Direct involvement with managing workflow and SLAs, and ensuring processes and procedures are outlined and followed. Effectively monitor and review staffing needs and develop bench strength with an emphasis on performance management.

Oversee Workflow and Process

• Responsible to identify, create and maintain overall workflow processes within the department.

• Develops standards, policies, and procedures to support an exceptional customer experience and continually review and make recommendations for improvements as necessary.

• Ensures that all processes are fully documented, followed and updated regularly.

• Identify and prioritize system enhancements to increase staff effectiveness and to meet changing customer needs.

• Collaborates with IT and others as necessary in requirements, testing and implementation of new systems.

• Handles escalated customer resolution issues.

• Proactively addresses department service issues to fortify Trustmark's service reputation in the VB market - active management of department related bridge team issues and root cause analysis investigations.

Talent Management and Development

• Responsible for the results of the department through performance metrics and standards implemented throughout the team.

• Creates and maintains a positive working environment built on open communication, collaboration, and trust.

• Provides comprehensive and consistent timely performance feedback to direct reports and develops action plans for improvement as needed.

• Ensures effective ongoing training of team members including cross-functional responsibilities.

• Motivates team members and ensures an effective team recognition environment.

• Influence and support changes in organizational behavior.

• Lead efforts to facilitate team building; resolve conflicts between work groups; change in group norms, values, and culture.

• Enforces team standards, policies, and procedures to support an exceptional customer experience.

• Facilitates team efforts, helping to define project goals, timelines, resource requirements, and planning to cope with conflict or stressor points along the way.

• Helps to manage the work of temporary contractors when used.

Business Process and Change Management

• Assist with management of department budget and staffing model.

• Oversees that processes are up-to-date and working within industry and company standards.

• Other Duties as Assigned

EDUCATION AND EXPERIENCE REQUIRED

• 3 years minimum direct management experience with proven results in providing coaching, mentoring, and training to staff.

• Demonstrated experience in the creation and emplacing metrics, reports, tools, and workflow processes.

• Proficient in Microsoft Office (i.e., Word, Excel, PowerPoint)

• Interpersonal effectiveness with proven ability to establish and maintain mutually respectful relationships with peers, support staff, sales team, agents/brokers, and customers; handle conflict, resolve complex issues, negotiate, and promote team spirit.

• Exceptional organizational skills, adept at handling multiple tasks simultaneously, committed to follow through and completing tasks in a timely manner.

• Proven ability to effectively develop, coach and mentor staff.

• Demonstrated problem solving skills to determine root cause and define corrective action.

• Strong oral and written communication skills

• Must be able to handle and meet the demands during seasonal 4th quarter period with limited time off.

• Possessesastrongdrive forresultsandtakesinitiative.

• Is anindependentthinker.

• Has the ability to learn quickly and seeks out process improvements

Preferred

• Four-yearcollegeortechnicaldegree;orequivalentworkexperience

• Voluntary/worksiteorgroupproductinsuranceexperience

• Backgroundinaccountingoragent licensingand/oragentcommissionprocessing

• Useofconsultativeproblem-solvingskills

• Stronganalyticalskills

Brand: Trustmark

Come join a team at Trustmark that will not only utilize your current skills but will enhance them as well. Trustmark benefits include health/dental/vision, life insurance, FSA and HSA, 401(k) plan, Employee Assistant Program, Back-up Care for Children, Adults and Elders and many health and wellness initiatives. We also offer a Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums.

For the fourth consecutive year we were selected as a Top Workplace by the Chicago Tribune. The award is based exclusively on Trustmark associate responses to an anonymous survey. The survey measured 15 key drivers of engaged cultures that are critical to the success of an organization.

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, sexual identity, age, veteran or disability.

Join a passionate and purpose-driven team of colleagues who contribute to Trustmark’s mission of helping people increase wellbeing through better health and greater financial security. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves.

Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match.

When you join Trustmark, you become part of an organization that makes a positive difference in people’s lives. You will play a vital role in delivering on our mission of helping people increase wellbeing through better health and greater financial security. Our customers tell us they simply appreciate the personal attention and knowledgeable service. Others tell us we’ve changed their lives.

At Trustmark, you’ll be part of a close-knit team. You’ll enjoy abundant opportunities to grow your career. That’s why so many of our associates stay at Trustmark and thrive. Trustmark benefits from more than 100 years of experience but pairs that rich history with a palpable sense of optimism, growth and excitement for what’s ahead – and beyond. This is a place where associates bring their whole selves to work each day. A place where you can be yourself. Whatever your beyond is, you can achieve it at Trustmark.