Knowledge Management Manager

  • National General Insurance
  • Winston-Salem, NC, United States

Job Description

Primary Purpose:

Responsible for the direct management of the Knowledge Management team, tactical and strategic planning, service standards, expense management and development of direct reports.

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Responsible for administration of the Knowledge Management team which includes staffing, monitoring and controlling expenses, establishing team and individual objectives, and ensuring department objectives are met; includes supervision, performance evaluation and salary recommendations to senior management
  • Drive clarity of business strategies, create alignment, and adeptly identify and pursue new opportunities
  • Develop and maintain effective business relationships with internal and external clients in order to attract develop/grow and retain profitable business
  • Interact with numerous departments including Product Management, IT, Marketing, and Compliance to ensure that all in place processes and procedures are being executed properly and willing to speak up and make recommendations on any gaps in order to improve the processes in place
  • Maintain compliance with all regulatory requirements as well as internal policies, procedures and processing standards
  • Provide overall direction and guidance to direct reports
  • Maintain service standards, statutory compliance, and the efficient operation of the area (i e , audits, file reviews, licensing)
  • Direct resolution of problems, complaints and general public relation issues, which arise concerning service
  • Review and report work volume and operating results while providing regular communication to senior level management
  • Assist and/or direct special projects or requests
  • Analyze budget variances and assist Director with development of annual budget process
  • Assist with budget variances
  • Manage employee and customer satisfaction
  • Research and resolve escalated requests and or complaints from customers, etc

Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Bachelor Degree or in-lieu of degree equivalent education, training and work-related experience
  • Solid Layout experience for online and paper delivery
  • Experience using style guides such as Microsoft Manual of Style, Chicago Manual of Style and Departmental Style Guides is critical to the position
  • Solid ability to apply appropriate style and voice for content; ability to follow editorial and style guide standards
  • Demonstrated proficiencies in managing a department/ unit through consistent performance and results
  • Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
  • Demonstrates the ability to interpret research and opinions and apply accurately to establish action plans
  • Demonstrates solid understanding of global company knowledge, totality of impact of decisions, and leadership abilities
  • Demonstrates exceptional leadership and diplomacy skills
  • Able to coach, develop and mentor to bring out the best in the employee and motivate others to excel
  • Must have a record of having successfully achieving business goals, including managing staff members
  • Excellent negotiation, organization, and time management skills
  • Proven ability to work across all levels of an organization
  • Outstanding customer service, communication, interpersonal and presentation skills
  • Experience with designing and mapping workflow
  • Demonstrates flexibility with the need to travel as required
  • Demonstrates effective ability to work under pressure and adhere to project deadlines
  • Requires a high degree of initiative, mature judgment, and discretion
  • Ability to resolve conflicts and empathize with others is critical
  • Negotiation skills are necessary for resolving issues
  • Demonstrates professional oral and written communication skills (organization, customer service, and time management skills are critical for this position)
  • Demonstrates the ability to find answers to more complex issues with insurance law and is a source of direction/ assistance for other reports

Desired Skills:

  • In-depth knowledge of all evaluated National General Insurance functions, processes, guidelines, and workflows
  • Strong understanding of the National General Insurance brand and ability to exhibit the behaviors associated with it
  • Experience with National General Insurance programs for all states and lines of business
  • Knowledge of National General Insurance data and resources, including but not limited to BSPs, Rating Tables, Business Rules, and Underwriting Manuals
  • Maintain Departmental Style Guide
  • Outstanding creative and technical writing skills with solid ability to understand and explain complex, concepts and software interaction
  • Demonstrate a working understanding of the insurance industry and organizational relationships of the company
  • Demonstrate solid presentation skills
  • High degree of creativity as it relates to design
  • Excellent Intranet navigation knowledge

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