Hybrid Customer Quality & Corp Reporting Manager (Webster, MA, US) chez MAPFRE

The Customer Quality & Corporate Reporting Manager participates in the solution planning for strategic execution of customer-focused initiatives across the company. Manages data analysis and interpretation while simplifying and communicating insights and recommendations into actionable items for stakeholders. Manages the development of processes to ensure continuous improvement in the delivery of quality of services. Emphasis is on customer care, quality management, customer-facing knowledge management and building a customer-centric culture within MAPFRE Insurance.

The Customer Quality & Corporate Reporting Manager collaborates closely with the Customer Experience Design group, Operations leaders, Customer Development, Knowledge Management, L&D, and Quality Assurance teams to assure strategic initiatives are developed and executed effectively. Develops, implements, and maintains an effective quality management system to assure continuous improvement of processes and performance related to customer quality and experience delivered by both internal and external service providers. Analyzes customer feedback/sentiment to drive improvements.

This role works closely with the corporate and local Business and Clients area, Regional Leaders in the US, as well as the corporate Quality Observatory to ensure that customer information is effectively used to develop strategies to improve customer experience and ease of doing business.
This individual is responsible for expanding knowledge management and collaboration platforms impacting customer quality. Success measures include improved NPS scores, customer quality feedback loops, improved transparency of data-driven customer experiences, loyalty and retention of customers in our preferred segments as well as reduced expenses through quality improvements.

Knowledge, Skills and Abilities:
Education: Bachelor's Degree or professional level of knowledge in a specialized field, or equivalent, related experience.
Experience: 6 - 8 years - or Associates Degree equivalent plus 8 or more years.
Knowledge: Advanced knowledge of practices within field. Integrates and evaluates new advancements in industry, concepts, techniques and standards to contribute to successful business results. Considered an expert in the field within the organization.
Decision Making: Makes complex decisions interpreting company policy, for which there is no set procedure. Decisions influence success for projects of significant impact importance, client relationships, expenses and or ability to meet organizational objectives.
Supervision Received: Work is performed without appreciable direction. Exercises considerable latitude in determining objectives and approaches to assignment.
Leadership: Plans, allocates the activities of project teams. Provides training and guidance to less experienced staff.
Problem Solving /Operations/Direct Work Involvement: Develops solutions to complex problems which require the regular use of innovation. Ensures that solutions are effective in meeting organizational objectives. Questions problem definition to address underlying issues.
Client Contacts: Manages difficult complex situations and or high impact internal external relationships. Serves as consultant to management on high impact and complex projects and may also be an external spokesperson for the organization on significant matters pertaining to policies, plans, and objectives. Interaction frequently includes senior internal and external personnel often requiring complex coordination between organizations.

Additional Knowledge, Skills and Abilities:
- Prior Voice of the Customer, quality management, and insurance experience desired.

- Ability to analyze and interpret both quantitative and qualitative data and present findings and information to leadership. This will include maintaining and altering the current data structure and ensuring data accuracy.

- Prior experience with SAS, SQL, MS Access, and multiple joins of complex data required.

- Ability to cultivate strong collaborative working relationships and contacts within across the organizations and occasionally external vendors/organizations.

- Ability to interact effectively with all levels of the organization, including executive leadership

- Requires strong leadership ability, excellent oral, written and communication skills, and the overall ability to use tact and discretion to achieve and exceed departmental goals.

- Excellent organizational, multitasking and analytical skills. Ability to manage multiple tasks in a fast-paced environment using time management and organizational skills is required.

- Strong ability to make sound business decisions in an agile and innovative way collaborating with stakeholders.

- Proven ability to identify, recommend, and implement improved methods, procedures and workflow. Must be creative and innovative in approaching solutions designed to improve the customer experience based on market research and internal data.

- Maintains positive employee and customer service relations and creates an open and caring work environment conducive to getting the job done efficiently. Must be able to develop the skills of others and assist in their career planning.

- Ability to develop and monitor service standards, prepare and present proposals for additional staffing, equipment, system or procedural changes.

At MAPFRE, our commitment to care is not just our purpose; it’s the driving force behind everything we do. We care about the things that resonate with the needs of our employees, our customers and the community. 

• For Employees: We cultivate an inspiring and dynamic workplace where collaboration and innovation fuel the success of our high-performing teams. 
• For Customers: In addition to being Massachusetts’ #1 home and auto insurer, we provide unmatched peace of mind to our customers across the U.S. 
• For the Community: Our culture of care extends to impactful community engagement and environmental initiatives locally and globally. 

This is who we are at MAPFRE, and we invite you to be part of a movement that cares deeply and acts boldly. Together, we make a difference. 

Thank you for considering MAPFRE Insurance as part of your career journey. 

We're proud to be rated "A" (Excellent) by A.M. Best Company. We offer property and casualty insurance, working with over 3,000 independent agents and brokers in 11 states. 

If you require an accommodation for a disability so that you may participate in the selection process, you are encouraged to contact the MAPFRE Insurance Talent Acquisition team at [email protected].

We are proud to be an equal opportunity employer.