Supervisor, Sales Services

Supervises the development and/or implementation of plans for project logistics and quality checks for initiatives. Supervises teams meeting deadlines, resolving moderately complex lead/prospect/customer and/or channel partner questions, and escalating critical issues when needed. Coaches the team to identify and implement goals, deliverables, and key milestones for moderately complex projects. Supervises team participating in external and/or internal engagements and making formal presentations to various audiences. Supervises teams developing moderately complex content and communications to align messages or to advance the sale. Coaches team members to serve as a resource for health insurance benefits and product offerings in case follow-up questions arise for personnel internal and/or external to the organization. Supervises the execution and coordination of all moderately complex business processes related to lead/prospect/customer requests. Coaches the team to conduct medium-scale data entry, reconciliation, and processes departmental systems as appropriate to ensure integrity and reliability in data across teams. Coaches the team to apply moderately complex strategies and directs the assessment of lead/prospect/customer and/or channel partner needs, and provides solutions that link to KPs mission, vision and values, service quality, and current product and service offering.

• Recommends developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; provides team members with feedback; and mentors and coaches to drive performance improvement. Pursues professional growth; provides training and development to talent for growth opportunities; supports execution of performance management guidelines and expectations. Implements, adapts, and stays up to date with organizational change, challenges, feedback, best practices and processes. Fosters open dialogue, supports, mentors, engages, and motivates team members on collaboration. Delegates tasks and decisions as appropriate; provides appropriate support, guidance and scope.


• Supervises and coordinates daily activities of designated work team or unit by monitoring the execution and completion of tactical action items and work assignments; ensures all policies and procedures are followed. Aligns team efforts and standards, and measures progress in achieving results; determines and carries out processes and methodologies; resolves escalated issues as appropriate. Develops work plans to meet business priorities and deadlines; coordinates, obtains and distributes resources. Removes obstacles that impact performance; identifies and recommends improvement opportunities; influences teams to execute in alignment with operational objectives.


• Ensures the administration of benefits and products by: supervising internal business processes related to the benefits and product offering that Sales and Account Management teams are presenting to customers; coaching team members to serve as a resource for health insurance benefits and product offerings in case follow-up questions arise for personnel external to the organization; and utilizing advanced knowledge of benefits policies to ensure that all alternate benefit requests meet benefit requirements and state and federal regulatory requirements and guiding team to do the same.


• Manages effective communication practices by: supervising team participating in external and/or internal engagements and making formal presentations to various audiences; guiding the creation and dissemination of communications across teams to ensure that other team members are informed and up to date on important information and influencing events; and supervising teams developing moderately complex content and communications to align messages or to advance the sale.


• Oversees practices to ensure sales data are used advantageously by: guiding the team to conduct medium-scale data entry, reconciliation, and processing in various applicable departmental systems as appropriate to ensure integrity and reliability in data across teams; and coaching the team to utilize moderately complex processes to conduct analyses for reporting on lead/prospect/customer accounts, sales, channels, activities, and or events to make strategic recommendations (e.g., membership and account trends) and action plans.


• Ensures a positive lead/prospect/customer and/or channel partner experience by: supervising the team to develop moderately complex strategies to build upon and leverage existing relationships with internal stakeholders, lead/prospect/customers, channel partners, and third-party administrator (TPA) to demonstrate value and build commitment; coaching the team to apply moderately complex strategies and directing the assessment of lead/prospect/customer and/or channel partner needs, and providing solutions that link to KPs mission, vision and values, service quality, and current product and service offerings; coaching the team to respond to, encourage, and educate leads/prospects/customers, brokers, and consultants about added services and product enhancements in moderately complex situations; and guiding the team to identify opportunities to better meet the needs of leads/prospects/customers and/or channel partners.


• Ensures contribution to project management efforts by: supervising the development and/or implementation of plans for project logistics (e.g., process enhancement initiatives), including time and resource management, and quality checks for initiatives; guiding teams meeting deadlines, resolving moderately complex lead/prospect/customer and/or channel partner questions, and escalating critical issues when needed; coaching the team to identify and implement goals, deliverables, and key milestones for moderately complex projects; supervising the completion of tasks within customer-focused business units/lines of business (LOBs) in and/or across the organization to advance the strategic direction of projects and executing action plans; and applying moderately complex strategies for continuous improvement of tools, technology, and processes to optimize effectiveness and encouraging others to do the same.


• Manages the sales process execution efforts by: supervising teams reviewal and processing of incoming lead/prospect/customer and/or channel partner information for Sales Account and Management colleagues; guiding the execution and coordination of all moderately complex business processes related to lead/prospect/customer requests; providing the communication of information on progress, process, and requirements for lead/prospect/customer and/or channel partner information in a timely manner, across teams; coaching team members to apply strategies and concepts to align lead/prospect/customer and/or channel partner requests and engagement strategies to address moderately complex challenges; and supervising the development and provision of comprehensive and compelling responses to lead/prospect/customer and/or channel partner requests which effectively position, differentiate, brand, and promote KPs diverse range of products and services.