What does it take to be successful in this role?

• Broad understanding of the key functional areas of human resources management, including knowledge of the principles and practices of position classification, position management, staffing, recruitment, compensation, employee and labor relations, personnel management, evaluation, benefits, and employee development and training

• Broad knowledge of federal, state, and local regulatory and industry requirements, and standard concepts, practices, and procedures as they relate to the insurance industry

• Knowledge of budgeting and expense control to plan, implement, and maximize the expenditure of funds while maintaining and improving quality standards

• Knowledge of employee relations to conduct and deal with employee issues proactively

• Strong project management, leadership, and practice development skills

• Excellent presentation, oral, written, and interpersonal communications skills to effectively interact with Aflac’s senior management and internal and external contacts

Education & Experience Required

• Bachelor's Degree In business management or a related field
• 8 years of related work experience
• 5 years in a managerial capacity in a complex business environment involving multiple business issues in a full customer service or customer call center environment

Or an equivalent combination of education and experience

Education & Experience Preferred

• Experience in the insurance industry, preferred Paid Leave, Absence or Disability
• Maine resident preferred - if not a Maine resident, must live in New England, NY or NJ

Principal Duties & Responsibilities

• Directs and oversees operational initiatives and activities for the Customer Solutions Center; advising and assisting with issues affecting resources, and the effective and efficient operations of the Customer Solutions Center; conducting negotiations and coordinating joint activities with contractors and vendors; formulates strategies, plans, policies, and procedures based on operational analyses to maximize current operations or to plan for large-scale operational changes; analyzing technology use in terms of manpower requirements; finds best mix in terms of short-term costs, long-term operating effects and plans, service quality, and output requirements

• Assists with the development of long-range strategic plans and the annual budget for the division ensuring operations; advises, consults, and coordinates activities with division management, other departments within the division, and external customers

• Develops, reviews, and approves budgets, plans, and goals for the control of planned production, budget spending, labor efficiency, and materials efficiency; ensures engineering effectiveness on capital spending, quality, and human capital

• Stays abreast of current trends and best practices in customer service and call center management, development, functional operations, and technology; directs, maintains control, and appraises performance of all operational functions for the department; participates in key management activities and committees; maintains appropriate communications within area of responsibility, advising division senior management accordingly

• Reviews and interprets performance against operating plans and standards for the division; provides information and reports to subordinates on results of interpretations, and approves changes in plans; presents monthly reports on performance; develops and presents decisionmaking matters to key management team

• Performs other related duties as required

Travel

Less than or equal to 25% to Maine

Total Rewards

The salary range for this job is $110,000 to $150,000. This range is specific to the job and salary offers consider a wide range of factors that are considered in making compensation decisions, including, but not limited to: education, experience, licensure, certifications, geographic location, and peer compensation. The range has been created in good faith based on information known to Aflac at the time of the posting.

At Aflac, it is not typical for an individual to be hired at or near the top of the range for the role to allow for future and continued salary growth, and compensation decisions are dependent on the circumstances of each case. This salary range does not include any potential incentive pay or benefits, however, such information will be provided separately when appropriate.

In addition to the base salary, we offer an array of benefits to meet your needs including medical, dental, and vision coverage, prescription drug coverage, health care flexible spending, dependent care flexible spending, Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee), 401(k) plans, annual bonuses, and an opportunity to purchase company stock. On an annual basis, you’ll also be offered 11 paid holidays, up to 20 days PTO to be used for any reason, and, if eligible, state-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked) and other leaves of absence, if eligible, when needed to support your physical, financial, and emotional well-being. Aflac complies with all applicable leave laws, including, but not limited to, sick and safe leave, and adoption and parental leave, in all states and localities.