Supervisor, Estimating & Quality Operations

Who Is Accuserve:

Accuserve is a Managed Repair Experience Company, unifying and humanizing the experience for people simply trying to take care of the things they treasure most. As an integrated community of claims and restoration experts, we're redefining how smart, unified, and human the experience can be to fix what matters most to people in extreme times of need. We are builders, innovators, community leaders, facilitators, connectors, dreamers, keepers, mothers, fathers, sisters, and brothers. We're human too and know what it means to take care of you and your property.

Job Summary:

Responsible providing leadership and direction to Reconstruction Estimation and Quality Assurance teams. Ensures proper assignment handling, monitors team performance, and maintains compliance with established standard operating procedures while achieving overall business goals and quality metrics.

General Responsibilities:

• Partner closely with Senior Manager, Estimating & Quality Operations to accomplish the short and long-term goals established for the business.
• Responsible for ensuring the production of high-quality management reports for both internal use and client-facing purposes, maintaining accuracy, clarity, and relevance in all reporting outputs.
• Monitor overall team hours and schedules to ensure proper handling of incoming and pending volume
• Coach, develop, train, and mentor employees on team performance with proactive focus on continuous quality improvement
• Conduct annual and/or periodic employee performance reviews and administer appropriate corrective action measures as necessary or required by company policy
• Monitor team metrics and use these metrics to drive performance and quality
• Work with and maintain professional relationships with Clients, Customers, co-workers, and contractor personnel to ensure all stakeholders are receiving proper service
• Available to work flexible hours, including nights and weekends when required
• Meet or exceed benchmarked metrics (metrics are subject to change as our business needs/model changes) designed to measure productivity and/or quality per company guidelines
• Ensure direct reports are meeting benchmarked metrics and/or quality per company guidelines
• Partner with training department to ensure effective orientation and onboarding
• Manage staff performance; implement strategies and plans to address staff development; identify and address training needs on an ongoing basis; provide frequent performance development and succession planning
• Effective retention plan; proactively manage and respond to turnover
• Employ proper assignment handling techniques to protect the integrity of our brand and provide consistent service quality through streamlined processes to add value to our clients
• Develop and maintain effective relationships with colleagues, business partners, customers, regulatory agencies and others to achieve organization goals and create better outcomes
• Participate in business meetings and client visits as required
• Provide direction/guidance/and technical expertise on any file that meets escalation criteria
• Perform other duties as assigned

Minimum Qualifications:

• Bachelor’s degree or equivalent combination of education and/or experience required
• Previous experience in the insurance industry required
• Minimum of 4-5 years’ experience in the property insurance and restoration industry
• Minimum of 2-3 years of proven people and operations management of high performing teams
• Significant experience identifying and working collaboratively to effectively address people and estimating operational problems
• In depth working knowledge of Xactimate/Xactanalyis/Symbility/Cotality and/or Salesforce desired
• Ability to work overtime or flex schedules during high volume and CAT Events is required
• Problem solving skills and capability to employ critical thinking
• Ability to handle conflict in a professional and courteous manner
• Excellent verbal, electronic, and written communication, and customer service skills
• Work with peers and all departments for the common goals of the organization
• Reliable in meeting work commitments
• Must be flexible and adapt to most any situation
• Ability to utilize technological devices, software and applications, previous experience with Microsoft Office Suites and basic computer skills required
• Reliable high speed home broadband internet connection with minimum 25 meg download and 10 meg upload speeds and ability to connect to home internet via ethernet cord is required if working remotely
• Ability to travel up to 5%