Total 13 Manager level Customer Service job vacancies in Richmond

Head of Business Support

MG2 £66,318 to£80,874

12 months fixed term

An exciting opportunity has arisen for a Head of Business Support within the Adult Social Care and Public Health Directorate at Richmond and Wandsworth Better Service Partnership.

The Head of Business Support covers a wide range of functions including business support to the Social Care and Public Health teams, as well as the directorate’s Senior Management Team.In this role you will lead key areas of work within the directorate including Health & Safety, Equality, Diversity and Inclusion, Freedom of Information and Subject Access Requests, Member Enquiries, and Executive, Admin and Recruitment support.

The role has six direct reports and an overall responsibility for Business Support services covering 47 staff.

As Head of Service, you will:

• have strong experience of providing business support within a social care department
• be an experienced manager with a leadership style that inspires and motivates people, with experience of developing and managing staff to provide an outstanding business support service
• have a vision for how business support services can be provided in future, making best use of digital technology.

For an informal discussion about this role, please contact Sarah Evans, Director of Business Resources Adult Social Care and Public Health viaSarah.Evans@richmondandwandsworth.gov.uk

Closing Date: Sunday 10 November 2024

Shortlisting Date: w/c 11 November 2024

Interview Date: w/c 18 November 2024

Richmond & Wandsworth Better Service Partnership are committed to making our recruitment practices as inclusive as possible for everyone.We are committed to promoting equality and diversity and developing a culture that values differences, recognising that employees from a variety of backgrounds bring important and positive contributions to the Councils and can improve the way we deliver services. This campaign is anonymised.

All internal applicants for this secondment must seek permission from their current line manager before applying. Failure to do so may result in the secondment not being authorised.

We are proud to be a Disability Confident employer. If you require any reasonable adjustments throughout the recruitment and selection process, please let us know.

We are also committed to safeguarding and promoting the welfare of children and young people/vulnerable adults and expects all staff and volunteers to share this commitment.Some posts may be exempted under the Rehabilitation of Offenders Act 1974 and as such appointment to these posts will be conditional upon the receipt of a satisfactory response to a check of police records via Disclosure and Barring Service (DBS).

We offer a wide range of benefits designed to attract, develop, and reward our employees such as 40 days annual leave (including Bank Holidays), flexible working and a generous pension plan.

Job Title: Customer Care Team Leader
Location: Remote
Salary: £29,592 per annum
Hours: Monday – Friday, 40 hours per week

Established in 2003, Utilita is the UK’s first – and still only - energy company created to help customers use less energy, by giving them better control via digital technology. We are a pioneer in smart technology, that empowers households to use and waste less energy, which is good for our customers pockets and the planet.

Are you an experienced customer service leader or looking to move into managing a team?

If yes, then we have a fantastic opportunity for you to join our Contact Centre!

What does this role involve? 

As a Customer Care Team Leader, you and your team will be responsible for delivering exceptional customer service to our prepayment customers.

Day to day, you will;

coach and develop staff to be the best they can be;
oversee department KPI’s and SLA’s to ensure they are met;
manage and resolve any escalated queries from your team;
ensure company policies and procedures are adhered to at all times;
work closely with internal departments.
Who are we looking for? 

As a people manager, you know what it takes to motivate and empower a successful team. Therefore, you will draw upon your leadership skills to train and develop staff, helping them to be the best versions of themselves.

You will be business focused, with the customer always front and centre and have experience in creating efficiencies and business improvements. You will be a good listener and be able to show empathy and understanding of differing customer needs.

You will be approachable and adaptable and willing to roll up your sleeves when needed.

Our employees, just like our customers come from all walks of life, and we’re fuelled in championing diversity, inspiring an inclusive culture, and enabling an environment where you can be your authentic self.

What can we offer you? 

The Important Things! (FYI Benefits available from your first day!)

Bonus Scheme – we offer a structured bonus scheme which is made up of personal and business elements. The personal portion is tied to our three core values, which are smart, fairness and sustainability.
Career progression – we want our staff to build up and grow their careers with us. To help you achieve this, we offer training or a clear progression pathway to help you achieve your goals, which is why we have been ranked in the UK’s top 40 ‘Best Workplace for Development’ 2024 awards.
Win tickets! – we run exciting competitions to win tickets to shows across the country at our sponsored arenas, which include Cardiff, Sheffield, Newcastle and Birmingham! As well as access to tickets at various sporting arenas in the UK, including cricket at the Utilita Bowl!
Time off – we all need time off to recharge the batteries. We give our staff access to 25 days annual leave plus bank holidays.
Wellbeing – your wellbeing is very important to us, we give access to you and one other to our partnered Unmind App, where you can watch or listen to videos and podcasts or get hints and tips to understand and improve on your mental wellbeing.
Health care scheme – this includes dental, eye care, treatments such as MRI scans and diagnostics health consultations, making it quicker and easier to get a diagnosis!
Employee Assistance Programme – giving you access to a dedicated GP line making a GP appointment quicker, counselling support, legal and financial advice 24/7 365 days a year.
Exclusive packages – we have access to a range of discounted offers for home Sky TV and broadband packages.
Giving back – we offer all our staff a paid volunteering day every year to give back to the community. Plus, the chance to be involved in various fund-raising opportunities.
Death in service – we pay twice your annual salary to your designated next of kin, giving them peace of mind should you sadly pass away during service.
Pension – we contribute 4% of your salary when you contribute 5%.
About us  

We are the energy company of choice for over 800,000 homes across the UK, who enjoy more visibility and control of their energy usage thanks to Utilita’s award-winning app and smart meters. Our customers use around 11% less energy than the average bill paying household.

Since installing Britain’s first smart meter in 2008, we’ve used the latest technology to give our customers more visibility and control of their energy usage than ever before.

Utilita is celebrated for its unique approach to doing energy better – including winning the Utility Week Cost of Living Award 2023. We are also a certified Great Places to work company!

Utilita is committed to its operations to be net zero by 2030. As the first energy supplier with a live carbon dashboard, we believe “what you can see, you can save”. Our dedication to educating customers on the cleanest and greenest ways to use energy is unmatched, making sustainability not just a goal, but a core value.

Our core values are powerful, yet simple: Fairness, Smart and Sustainability!

The Luxion Group comprises of the following companies – Luxion Group Ltd, Utilita Energy Ltd, Luxion Sales Ltd, Utilita Field Services Ltd, Procode Technology Ltd and Canary Care Global Ltd.

Job Description

Nursery Manager - Maternity Cover

Salary: £50,000

Full-Time Hours

This Nursery gives children the chance to have fun through play in a supportive early years environment. Our client has an exciting opportunity for a dedicated and experienced Nursery Manager who can oversee the operations of their nursery. The ideal candidate will be passionate about early childhood education, committed to creating an inclusive environment, and capable of leading a team of educators and staff members.

Qualifications:

• Minimum Level 3 Early Years qualification or above
• Proven experience in a childcare setting, with leadership or management experience preferred
• Strong knowledge of early childhood education and developmentally appropriate practices
• Excellent communication and interpersonal skills, with a commitment to diversity, equality, and inclusion
• Ability to multitask, problem-solve, and make decisions in a fast-paced environment

Benefits:

• Additional leave
• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Sick pay

Responsibilities:

• Oversee the daily operations of the nursery, including staff management, curriculum development, and parent communication
• Create a welcoming atmosphere that celebrates diversity and promotes inclusion
• Ensure compliance with regulatory standards and maintain a safe, clean, and organized environment
• Collaborate with staff to plan and implement age-appropriate activities that support children's social, emotional, and cognitive development
• Establish and maintain positive relationships with families and provide support as needed

Reference: WILL79303/TH

INDCHI

Job Description

Deputy Nursery Room Leader - Level 3

Salary: £29,000

We are seeking a passionate Deputy Nursery Room Leader to join our client's inclusive and diverse nursery team. The ideal candidate will have a strong background in early childhood education and a genuine commitment to creating a nurturing and supportive environment for young children to thrive.

Qualifications

• Level 3 Early Years qualification or above.
• Proven experience in an early years setting, with a comprehensive understanding of EYFS.
• Excellent communication, teamwork, and leadership skills.
• A nurturing and patient approach in working with young children.
• A commitment to promoting diversity, equality, and inclusion in all aspects of nursery practice.

Benefits

• Additional leave
• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Sick pay

Responsibilities

• Support the Room Leader in implementing age-appropriate activities and curricula for children.
• Assist in supervising and mentoring nursery staff, providing support and guidance as needed.
• Develop positive relationships with children and their families, ensuring effective communication and collaboration.
• Contribute to the creation of a safe, inclusive, and stimulating learning environment for all children.

Reference: WILL79306/TH

Epworth HealthCare is Victoria?s largest not-for-profit private health care group, renowned for excellence in diagnosis, treatment, care and rehabilitation. Epworth is an innovator in Australia?s health system, embracing the latest in evidence-based medicine to pioneer treatments and services for our patients. 
Our values and purpose define Epworth's approach and delivery. We pride ourselves on communicating and delivering them in a real and meaningful way. Every Patient Matters.

Full Time (38hrs/week) Team Leader Role
Lead your team to ensure a positive patient experience
Located in Richmond (and Hawthorn when required)

The Role
In this full-time role based in Richmond, you will work alongside the Manager of Patient Services and the Leadership Team to ensure the Patient Services team provides a highly efficient, accurate service and processing of elective and emergency admissions. This covers all aspect of the patient?s journey prior to admission including ... Click here to view more detail / apply for Team Leader Patient Services Centre

Job Description

Deputy Nursery Room Leader - Level 3

Salary: £29,000

We are seeking a passionate Deputy Nursery Room Leader to join our client's inclusive and diverse nursery team. The ideal candidate will have a strong background in early childhood education and a genuine commitment to creating a nurturing and supportive environment for young children to thrive.

Qualifications

• Level 3 Early Years qualification or above.
• Proven experience in an early years setting, with a comprehensive understanding of EYFS.
• Excellent communication, teamwork, and leadership skills.
• A nurturing and patient approach in working with young children.
• A commitment to promoting diversity, equality, and inclusion in all aspects of nursery practice.

Benefits

• Additional leave
• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Sick pay

Responsibilities

• Support the Room Leader in implementing age-appropriate activities and curricula for children.
• Assist in supervising and mentoring nursery staff, providing support and guidance as needed.
• Develop positive relationships with children and their families, ensuring effective communication and collaboration.
• Contribute to the creation of a safe, inclusive, and stimulating learning environment for all children.

Reference: WILL79306/TH

Job Description

Nursery Manager

Salary: £50,000

Full-Time Hours

This Nursery gives children the chance to have fun through play in a supportive early years environment. Our client has an exciting opportunity for a dedicated and experienced Nursery Manager who can oversee the operations of their nursery. The ideal candidate will be passionate about early childhood education, committed to creating an inclusive environment, and capable of leading a team of educators and staff members.

Qualifications

• Minimum Level 3 Early Years qualification or above
• Proven experience in a childcare setting, with leadership or management experience preferred
• Strong knowledge of early childhood education and developmentally appropriate practices
• Excellent communication and interpersonal skills, with a commitment to diversity, equality, and inclusion
• Ability to multitask, problem-solve, and make decisions in a fast-paced environment

Benefits

• Additional leave
• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Sick pay

Responsibilities

• Oversee the daily operations of the nursery, including staff management, curriculum development, and parent communication
• Create a welcoming atmosphere that celebrates diversity and promotes inclusion
• Ensure compliance with regulatory standards and maintain a safe, clean, and organized environment
• Collaborate with staff to plan and implement age-appropriate activities that support children's social, emotional, and cognitive development
• Establish and maintain positive relationships with families and provide support as needed

Reference: WILL79303/TH

INDCHI

Customer Experience Manager  | Dan Murphy's Albury/Wodonga | Share your spirit

If customer satisfaction was a competition, you’d be the winner. As one of our Customer Experience Managers, you’ll channel your engagement and entrepreneurial spirit to create tailored in store customer experiences and inspiring merchandising that keep our community returning to Dan’s!

We’re looking for a passionate people leader who has a genuine desire to make better happen; for themselves and others around them through team development and trailblazing leadership. This role provides critical operational exposure across the business and the opportunity to kick start a career adventure with Dan Murphy’s.

The ROLE:

• Motivate and lead your team to deliver a world class customer experience which promotes customer loyalty and contributes to revenue growth
• Encourage team to invest in education and dream big about their career - because working at Dan’s is an adventure
• Lead the way with in store tasks, delivering regular coaching and mentoring to store team to inspire them to continuously improve
• Create an environment that enables team to come as they are, because you know that diversity is the magic that makes good culture
• Build a culture that is centred around understanding your community, utilising customer feedback as a pillar in your decision making

The YOU:

• YOU use initiative and intuition to understand your team and inspire them to make a difference for each other and our customers
• YOU are passionate about people development and motivate others to dream big and reach their potential 
• YOU are no stranger to a fast-paced environment and use forward thinking in your decision making
• YOU bring energy to those around you by being your authentic self and by always doing the right thing for your team, customers and community
• YOU use an inspiring and collaborative approach to communication and use this to drive your team’s commitment

How we take care of our PEOPLE:

An exclusive discount card for Dan Murphy’s, BWS and other Endeavour Group brands including ALH pubs not to mention discounts from Woolworths and Big W. Endeavour Wellbeing Support, our Employee Assistance Program that offers critical incident support, career, conflict, nutrition and lifestyle, money, family, legal and employee assistance. Grow your career within Dan Murphy’s and the wider Endeavour Group network.

If drinks excite you - and you’re close-enough on the requirements, we’d love to hear from you!

Candidates will be required to complete a functional screening assessment as part of the recruitment process.

We are together creators

We’re big, but part of something much bigger. Dan Murphy’s is one of a number of brilliant retail businesses like BWS, ALH Hotels, Pinnacle Drinks within the Endeavour Group. Together we create the moments that bring millions of people together. And together we have more fun, create more opportunities, and score a lot more goals. We’re serious about having a good time - creating a safe, inclusive and fun place to work. We’re all about creating a more sociable future - for our customers and each other.

#WeAreTogetherCreators #ComeAsYouAre #FeelTheEnergy #DreamBig #LeaveYourMark #DanMurphys #DrinkBetter #EndeavourGroup 

Our Talent Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Endeavour Group is not responsible for any fees related to unsolicited resumes.
 

We are currently looking to recruit a Health and Safety Manager to join a small team of colleagues providing both regional and national support in the niche area of Health & Safety, across the North of England and Scotland. You will ideally be located near to transport links that will enable your travel across the area, the role is a hybrid based opportunity.

Package Description

Landmarc will provide you with a competitive salary, in addition to this we also offer the following main benefits, amongst many others:

Pension

Landmarc offers all employees an opportunity to join the company stakeholder pension scheme, where the company will contribute up to 8% of the employee’s salary

Holiday

Employees are entitled to 25 days pro rata during each year of employment plus public holidays. 3 extra discretionary days are normally given in addition to annual leave allowances at Christmas

Annual leave allowance will increase in recognition of your continued service

Holiday purchase – purchase up to 10 more days holiday to use throughout the year

Other benefits

Edenred – Employee Discount scheme

Tusker – Salary sacrifice car scheme

Annual salary review, in consultation with the recognised Trade Unions

Life assurance insured for three times your annual salary, to help the loved ones that are left behind

Reimbursement of professional fees and on-going training

Family friendly policy

Sick pay

Main Responsibilities

Assist in promotion of the positive health and safety culture within the business

Assist in developing and delivering health and safety training courses to include Managing Safely, Working Safely and other in-company sponsored training

Conduct of health and safety audits to a pre-determined programme, across all operating Regions / locations.

Assist in authorship and revision, as directed, of the Health & Safety Policies and implementation plans

Assisting, when directed, with the investigation into accidents, incidents and dangerous occurrences

Assisting in the production of a monthly report on health and safety management matters for the management committee

Support to Regional and Head Office staff through the provision of advice and direction on health & safety matters

The Ideal Candidate

Assist in the promotion of a positive health and safety culture within the business

Assist in developing and delivering health and safety training courses to include Managing Safely, Working Safely and other in-company sponsored training

Conduct of health and safety audits to a pre-determined programme, across all operating Regions / locations.

Assist in authorship and revision, as directed, of the Health & Safety Policies and implementation plans

Assisting, when directed, with the investigation into accidents, incidents and dangerous occurrences

Assisting in the production of a monthly report on health and safety management matters for the management committee

Support to Regional and Head Office staff through the provision of advice and direction on health & safety matters

About The Company

Landmarc provides the support services that enable Armed Forces from around the world to prepare for frontline military operations across the UK Defence Training Estate (DTE). This includes maintaining and delivering safe and sustainable infrastructure, managing and operating training areas and ranges and delivering multi-million pound projects to improve vital training assets.

By joining Landmarc you will be supporting our vision to provide the best training experience we can for our Armed Forces. We are the first and only Special Purpose Vehicle to be contracted by the Ministry of Defence (MOD) as their Industry Partner on the UK Defence Training Estate and the only company that is solely dedicated to the UK DTE, delivering essential support services since 2003.

 

 

• This is just the start, so dream big!
• Bring your strategic thinking to unlock new opportunities with our suppliers

As the Customer Value Manager you’ll effectively partner with the merchandise trading team to deliver value in relation to Pricing, Supplier agreements and cost optimisation, as well as ensuring category strategies are executed inline with the Endeavour Group strategy. 

We have 2 exciting opportunities to partner our category trading teams, both areas having subtle differences in regards to unlocking value.

Wine category: With a Large product & supplier portfolio, price and ranging optimisation is more complex. Experience with manufacturing will be pivotal in supporting our vertically integrated manufacturing division. Unlocking cost efficiencies and driving more balanced decision making to support overall positive category outcomes.

Beer Category: Dominated by 2 large multinational brewers, focus areas for this category involve strategic supplier planning and collaboration (unlocking fair share of the profit pool). Trade planning optimization (price/promo/execution) will be a priority. Along with creating sustainable long term joint business partnerships.

As an experienced commercial executive, you will use your advanced analytical and influencing skills to proactively drive effective price & promotional setting, influence supplier negotiations and identify cost optimisation opportunities across the supplier and logistics cost base.

A true business partnering role, your ability to build relationships across the Endeavour Group business will be critical to your success.

Sound good? Read on.

Here's a snapshot of the responsibilities: 

• Support the overall pricing strategy development & execution as well as ongoing maintenance for Endeavour Group.
• Support trading teams in the development of category pricing & supplier strategies.
• Continually monitor, understand and predict market shifts in pricing, ensuring competitiveness and optimised commercial performance (eg: understanding seasonal factors).
• Provide analytics on market trends, consumer data and competitive insights to inform decisions
• Support optimised price pack architecture, clashing and promotional programs. Provide recommendations and influence action to achieve strategic objectives.
• Develop detailed analysis and action plans relating to cost optimisation, inventory management and range mix. You’ll utilise data to regularly review performance with internal and external stakeholders and develop complex models/reports to stimulate potential strategies. 
• Build and develop strong relationships with both internal stakeholders and external suppliers, partnering, influencing and working collaboratively to drive growth and optimise performance.
• Present to C-Level executives, where you’ll influence to gain alignment on proposals and recommendations.

At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day. 

We apply that same compassion and empathy as we work with each other and our local communities. Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism.

Our four values guide our strategy, our decisions, and our interactions:

• Make it human. We care about the people that make up our customers, colleagues, and communities.
• Make it about others. We do what's best for our customers and collaborate to drive progress. 
• Make it happen. We work with intention toward a common purpose and forge ways forward together. 
• Make it better. We create fulfilling purpose-driven careers by learning from the world and each other.

    

POSITION TITLE

CRM – LTC; Actuarial IT Solutions – Product Management

    

POSITION LOCATION

Richmond, VA

    

What you will be doing:

As a Senior IT Systems Specialist, you will be responsible for coordinating and managing multiple work streams to deliver process and technical improvements/solutions, both on-premises and cloud-hosted systems, for the LTC Actuarial team. You will serve as the primary point of contact for the LTC Actuarial team partnering closely with IT, business partners and vendors to help move our business into its next phase of growth. You will facilitate, educate, and collaborate with Actuarial team members on changes and tools, and gain Actuarial support for cloud migration plans. Additionally, you will serve as key point of contact in the design and development of responsive solutions. You will also be responsible for overseeing business and regulatory enhancements as well as break-fix follow-up.

The ideal candidate effectively prioritizes activities within resource constraints, identifies and documents business problems, gathers both business and system requirements, works with technical/functional leads to design and deliver innovative solutions. You will track project deliverables, manage issues/tasks, resolve roadblocks, and escalate when assistance is needed.

YOUR RESPONSIBILTIES
* Technical support of all LTC Actuarial processes, to ensure overall success of teams & projects aligned to business strategies.

* Lead the identification and implementation of solutions to business problems and process improvement, utilizing matrixed resources such as architects or data governance professionals, as needed.

* Assist Actuarial SME’s to create roadmaps, identify dependencies and ensure tracking of deliverables.
* Serve as a SME and primary point of contact on LTC business and IT applications, and processes.
* Identify critical path decisions and guide/influence key stakeholders and business process owners to decisions that will maximize process efficiency and cost structure.
* Utilize Genworth adopted and industry accepted tools for data flow diagrams, process maps, roadmaps, etc.

* Advise teams concerning risks and controls. Influence the build, automation and testing of controls.

* Ownership of compliance activities to include Attestation, Risk Assessment and SOX governance
* Serve as an escalation point for critical urgent incidents

BASIC QUALIFICATIONS
* 5 years of IT experience

* Degree in a technical/analytical field; non-technical degrees considered with strong technical experience
* Good working knowledge of SDLC and Agile Methodologies (mainly Kanban and Scrum)

* Must be customer focused and possess excellent oral and written communication skills
* Strong sense of ownership and drive, and a passion for customer satisfaction
* Experienced problem solver with ability to make decisions based on limited knowledge

* Excellent planning, organizational and execution skills
* Ability to work with both technical and non-technical teams and stakeholders
* Strong experience with business analysis, gathering and documenting business requirements
* Experience in process improvement identification and implementation
* Experience with SQL programming, data analysis and management
* Working understanding of ETL tools (i.e. Informatica, Python, Spark)

PREFERRED QUALIFICATIONS
* 5 years Insurance industry experience
* Knowledge of Long Term Care, Life and Annuity products

* Experience in migrating processes and data to public Cloud solutions

* Experience maintaining processes and data utilizing public and private Cloud hardware and software

* Experience with managing actuarial application tools
* Knowledge of Miro and PowerBI

WHY GENWORTH?

• We have a real impact on the lives of the people we serve
• We work on challenging and rewarding projects
• We give back to the communities where we live
• We offer competitive benefits including:
  • Medical, Dental, Vision, Flexible Spending Account options beginning your first day  
  • Generous Choice Time Off your first full year
  • 12 Paid Holidays
  • 40 hours of volunteer time off
  • 401K Account with matching contributions
  • Tuition Reimbursement and Student Loan Repayment
  • Paid Family Leave
  • Child Care Subsidy Program

COMPANY

Genworth Financial, Inc. (NYSE: GNW) is a Fortune 500 provider of products, services and solutions that help families address the financial challenges of aging. Headquartered in Richmond, Virginia, we apply our nearly 150 years of experience each day to helping people navigate caregiving options and fund their long term care needs. Genworth is also the parent company of publicly traded Enact Holdings, Inc. (Nasdaq: ACT), a leading U.S. mortgage insurance provider. For more information on Genworth, please visit https://www.genworth.com/. From time to time Enact separately releases financial and other information about its operations. This information can be found at https://ir.enactmi.com/.

The mission of Genworth’s US Life business is to efficiently keep our promises to our customers and their families and to lead the industry forward to solve the nation’s long term care crisis.

We know we can’t deliver on our mission unless we deliver for our employees. That’s why we’re committed to creating a work environment that fosters diversity, inclusion, camaraderie, rewarding work, community involvement, and a focus on our employees’ well-being. We know each employee contributes in their own unique way and we’re dedicated to supporting every one of them to help them reach their full potential.

At this time, Genworth will not sponsor a new applicant for employment authorization for this position.

At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day.

We apply that same compassion and empathy as we work with each other and our local communities. Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism.

Our four values guide our strategy, our decisions, and our interactions:

• Make it human. We care about the people that make up our customers, colleagues, and communities.

• Make it about others. We do what's best for our customers and collaborate to drive progress.

• Make it happen. We work with intention toward a common purpose and forge ways forward together.

• Make it better. We create fulfilling purpose-driven careers by learning from the world and each other.

 

POSITION TITLE
Care Management Team Manager - LTC Claims

POSITION LOCATION
This position is available to Virginia residents as Richmond or Lynchburg, Virginia in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin.

YOUR ROLE
As an Operations team member, you’ll play a crucial role in delivering world class customer service and capabilities to our policyholders—now and in the future. The Care Management Team Manager will have the exciting opportunity to strategically expand and advance Claims’ existing Care and Case Management teams, partnering with our Chief Medical Officer and other external parties. The Care Management Team Manager will lead a small team of both clinical and adjudication associates who will handle or review specific types of on/ post claims. This position will promote the provision of evidence-based, short-term case management services to long-term care insurance policyholders who have a high probability of recovering from a functional or cognitive loss.

What you will be doing

• Drive individual and team accountability, motivate, and manage the team to meet and exceed service goals to increase productivity, resulting in quality efficient service provision. Manage internal and external customer escalations, ensuring appropriate follow up. Develop Standard Operating Procedures and identify tracking methodologies.

• Communicate effectively with employees to provide coaching and feedback, identify development opportunities pertaining to personal and professional growth, and reinforce positive results, taking corrective action as necessary. Facilitate meetings to review complex claims and ensure appropriate risk management.

• You will work independently, in a team environment, and will manage and prioritize a work queue and multiple job responsibilities. You will identify process improvement opportunities, provide feedback on processes and the case management model, as well as be a critical team member in enhancing the team’s performance and results.

• Function as a liaison between the Care Management team and other Claims departments or Genworth departments who would benefit from partnership. Departments may include Intake, Payments, Customer Service, Government Relations, Legal/Compliance, and vendors.

• Develop and maintain partnerships with training, quality, compliance, legal, and other areas to reinforce system, departmental, and administrative procedures. Promote a sense of teamwork within the team and company. Work with leadership to understand business strategy, direction, tactical and strategic requirements and recommend process improvements as appropriate.

What you bring

• Bachelor’s degree

• Ability to understand and Interpret Insurance Contracts and Long-Term Care Benefits.

• A minimum of 5 years of supervised case management experience with older adults and their families (hospital, nursing home, or community placements).

• Work effectively in a team environment or independently. Professional and personal effectiveness in establishing relationships with customers, care providers, discharge planners, vendors, peers and Claims associates.

• Able to effectively motivate individuals with post-operative musculoskeletal, neurological and general acute problems and communicate and execute appropriate Plans of Care.

• Able to understand disease progression and recovery expectations. Understanding of single and cumulative medical conditions (particularly those common in the aging process), including their effect on physical/cognitive function, as well as their prognosis and rehabilitative potential.

Employee Benefits & Well-Being

Genworth employees make a difference in people’s lives every day. We’re committed to making a difference in our employees’ lives.

• Competitive Compensation & Total Rewards Incentives

• Comprehensive Healthcare Coverage

• Multiple 401(k) Savings Plan Options

• Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)

• Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave

• Disability, Life, and Long Term Care Insurance

• Tuition Reimbursement, Student Loan Repayment and Training & Certification Support

• Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)

• Caregiver and Mental Health Support Services

ADDITIONAL
The base salary pay range for this role starts at a minimum rate of $56,500 up to the maximum of $104,800. In addition to your base salary, you will also be eligible to participate in an incentive plan. The incentive plan is based on performance and the target earning opportunity is 7% of your base compensation.  The final determination on base pay for this position will be based on multiple factors at the time of this job posting including but not limited to geographic location, experience, and qualifications to ensure pay equity within the organization.

Job Description:

The Program Manager, Community Mentoring & Service-Learning manages the administration of the community and service-learning curriculum at the Warren Alpert Medical School of Brown University. This includes the Doctoring Community Mentor Program, which involves recruiting, developing, and retaining physician mentors in hospitals and other clinical sites for a longitudinal, yearlong experience with pre-clerkship students.  Additionally, this position is responsible for developing and maintaining an active service-learning program to support medical education content throughout the four years of the medical school curriculum, including Doctoring and other project-based and integrative learning initiatives within the clinical skills curriculum at AMS. They will cultivate community partnerships and on-campus collaborations relevant to accomplishing programming goals. The Program Manager will be responsible for developing overarching program goals and objectives for the community mentor, and service-learning programs, ensuring compliance with necessary LCME requirements through appropriate program evaluation and data monitoring, and disseminating results to appropriate committees at AMS.

Job Qualifications

• Required: Bachelor’s Degree and 3-5 years in an administrative role in an academic and/or medical environment

• Master’s Degree preferred

• Program management experience preferred

• Experience in volunteer recruitment, community outreach, and program development

• Experience writing grant proposals, manuscripts, and research articles

• Experience advising students

• Experience monitoring and evaluating programs

• Basic familiarity with the Warren Alpert Medical School, Brown University, and Greater Rhode Island and Southern Massachusetts medical communities and community-based organizations preferred

• Or equivalent combination of education and experience

Job Competencies

• Excellent organizational, written documentation, and speaking skills

• Excellent interpersonal/communication skills, with the ability to work effectively with students and as a member of a team

• Possesses a willingness and ability to support a diverse and inclusive campus community.

Criminal and education background check required.

Recruiting Start Date:

2024-02-06

Job Posting Title:

Program Manager, Community Mentoring & Service-Learning

Department:

Warren Alpert Medical School

Grade:

Grade 9

Worker Type:

Employee

Worker Sub-Type:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

37.5

Position Work Location:

Hybrid Eligible

Submission Guidelines:

Please note that in order to be considered an applicant for any staff position at Brown University you must submit an application form for each position for which you believe you are qualified. Applications are not kept on file for future positions. Please include a cover letter and resume with each position application.

Still Have Questions?

If you have any questions you may contact employment@brown.edu.

EEO Statement:

Brown University is an E-Verify Employer.

As an EEO/AA employer, Brown University provides equal opportunity and prohibits discrimination, harassment and retaliation based upon a person’s race, color, religion, sex, age, national or ethnic origin, disability, veteran status, sexual orientation, gender identity, gender expression, or any other characteristic protected under applicable law, and caste, which is protected by our University policies.