Director, Customer Integration
About the Job
The Director, Customer Integration position is responsible for the management and growth of the function dealing with the coordination, implementation and support of data exchange between The Standard, its customers, and trusted third parties. The role leads the team that provides consultation to customers and third parties to determine the specific services required, the information needed to provide those services, and the timeliness, quality and method of transmission of that data. The role will ensure that processes to support error handling and resolution exist, are well functioning and have a robust set of associated controls. The role will collaborate with key partners to establish criteria and guidelines for delivery of customer facing services, single sign-on connections, and data exchange capabilities such as data feeds and web services. The role will ensure the operationalization of new connection methods and associated business services as they are developed, including establishing processes for triage, error handling and resolution. Position will manage managers and employees related to customer information and data exchange, and other current issues.
Principal Duties & Responsibilities:
40% Manage leaders and individual contributors as they plan, onboard and service new and existing data connections with customers and third parties. Ensure capacity and demand are balanced. Work with key sales consultants, national account consultants and account managers to review new data exchange requests and ensure that they can be supported within expected profit levels. Create, maintain and foster a discipline of continuous improvement to stabilize existing services and reduce time to set up new connections using a combination of people, process and technology.
30% Work with key stakeholders through EB and IT to develop roadmap for new connected services in support of new sales, internal efficiencies and support of an improved digital experience. Champion build out of new services, ensuring quality delivery from technology partners, promote new services to the field and operationalize new connection methods and services so that they can be provided to new and existing customers in a predictable manner.
20% Contribute to department and division priorities through participation with other management personnel in projects and planning, either as a lead or in a supporting role. Be a primary business decision maker in the design of systems, rules, organizational structure and process.
10% In conjunction with other Strategic Account Services Management, assess unusual customer service and sales requests, develop and determine ability to deliver solutions consistently, and approve custom approaches.
- Education: Bachelor’s degree in Business or related field (or equivalent experience).
- Experience: Must have Insurance Experience. 5 to 10 years of progressively responsible experience in a leadership/Business Management, with significant exposure to customers, preferably including new product/service implementation and/or customer information exchange facilitation.
- Preferred Experience: 3 to 5 years experience with data and file transfer technologies, including single-sign on and Web services.
- Professional certification required: none required
Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Equities, Inc. and StanCorp Investment Advisers, Inc., marketed as The Standard, are Affirmative Action/Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, gender, sexual orientation, age, disability, or veteran status or any other condition protected by federal, state or local law. The Standard offers a drug and alcohol free work environment where possession, manufacture, transfer, offer, use of or being impaired by an illegal substance while on Standard property, or in other cases which the company believes might affect operations, safety or reputation of the company is prohibited. The Standard requires a criminal background investigation, drug test, employment, education and licensing verification as a condition of employment. All employees of The Standard must be bondable.
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Individuals with disabilities who need assistance or accommodation with the application process should contact HR Direct at 971-321-7871. This number is only for the use of individuals with disabilities who need accommodation with the application process. General inquiries about application status will not be addressed.