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Director, Broker New Business Experience (69597BR)

Primary Location: Franklin, TN
Additional Locations: TN-Franklin
Maintains oversight of functions in multiple service centers, including new business intake, case management, underwriting, and policy fulfillment and/or implementation services. Executes strategic and operational plans in support of business segment customer services objectives and initiatives. Sets business area priorities, allocates resources and develops plans for multiple related teams. Ensures all critical service metrics and operational results are achieved. Leads multiple managers, highly specialized professional staff or significant outsourced operations.

Fundamental Components:
Oversees the operations of multiple service centers in different locations handling a customer service function, which may include new business case management, underwriting, policy print, and implementation services. Oversees operating systems including policies and procedures, operating structure, and information flow across multiple service centers. Directs implementation of service standards for each location to ensure delivery of quality-focused, consistent cost effective service and administration. Analyzes operational practices for effectiveness and practicality, while creating a culture which is innovative in its approach to solutions. Establishes a clear vision aligned with company values; sets specific challenging and achievable objectives and action plans; motivates others to balance customer needs, budgets, and business success. Develops an organization that attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals; builds a cohesive team that works well together and across other business segment functions. Effectively and proactively manages to budget, analyzing and acting upon financial variances from plan by identifying additional cost saving strategies. Leads and builds high performance teams across units by providing leadership, mentoring and coaching in achieving understanding of the voice of the customer. Accountable for leading staff in accordance with Aetna’s standards of leadership excellence. Monitors and evaluates service center operational plans ensuring customer service standards are maintained during facility shutdowns (anticipated or unanticipated) and during business activity transfers between locations. Coordinates major plan modifications necessitated by unanticipated business or technology developments. Develops and implements business strategies to provide accurate and proactive customer service to members, plan sponsors and brokers aligned to service center. Provides operational support for broker sales teams, independent agents and national marketing organizations, and vendors supporting new business activities. Ensures compliance outcomes are included in all plans and goals.

Background Experience:
  • 5+ years’ experience in managing high volume transaction processing, financial management, project delivery, production, systems analysis and application program development.
  • Demonstrated negotiation skills.
  • Multiple years proven leadership experience setting strategic direction and influencing change that resulted in quantifiable positive outcomes.
  • Proven strong leadership skills managing large high performance teams.Healthcare experience preferred.Experienced working with vendors.
  • Customer service experience.
  • Bachelor's degree in a closely-related field, or equivalent combination of education and experience.Advanced degree preferred.
What are we looking for in our colleagues? We seek fresh ideas, fresh opinions, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. Our high-energy and client-focused colleagues work hard every single day to make a positive difference in the lives of our customers.

Functional Skills:
Customer Service - Call center monitoring & analysis - Inbound calls - call center location, Customer Service - Customer service - production environment, Customer Service - Management: > 25 employees, Leadership - Lead a complex or multifunctional organization

Potential Telework Position:

Percent of Travel Required:
10 - 25%

EEO Statement:
Aetna is an Equal Opportunity, Affirmative Action Employer

Benefit Eligibility:
Benefit eligibility may vary by position.

Candidate Privacy Information:
Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.



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