State Services Senior Manager

SUMMARY:

The State Services Senior Manager is responsible for the contractual obligations between Kelmar and State clients surrounding the operational duties performed in the KAPS system for the processing of unclaimed property claims including call center services. The State Services Senior Manager will ensure that all services and performance metrics established in the contracts and SOWs are adhered to with a focus on exceptional quality and customer service. The State Services Senior Manager is expected to have in-depth knowledge of claims and call center operations with experience in unclaimed property operations preferred. This is a remote position with the option to work in any of Kelmar’s offices including Rockland, MA; Wakefield, MA; or Wilmington, DE.

RESPONSIBILITIES AND DUTIES:

• Working closely with state clients to understand state statutes, guidelines, regulations, and processes related to unclaimed property claims; ensuring that claims are processed accurately and efficiently in accordance with each client’s guidelines
• Making recommendations to state clients concerning unclaimed property processes to promote efficiency within the department
• Ensuring that all contractual obligations and SLAs are met and/or exceeded
• Drafting, reviewing, and maintaining detailed procedures for specific tasks performed for each state client
• Developing and distributing detailed reports to state clients containing productivity metrics and financial details when applicable; completing monthly reports for invoicing clients
• Expanding the State Services portfolio of services and clients by developing a team of full-time employees who become experts in unclaimed property operations
• Conducting meetings with state clients to review productivity, new products or features of the system, and dealing with client related issues, as necessary
• Establishing metrics for production, monitoring productivity, and providing metrics to Senior Management in relation to each employee’s actual output versus established metrics; measuring productivity against client SLA’s and company financial goals
• Managing any outside vendors hired to complete any part of the contractual obligations; establishing a Quality Assurance process on vendor output, monitoring vendor performance and production, and measuring financial impact of using the vendor
• Continually evaluating teams and workloads and making necessary adjustments to staffing assignments while providing clear and concise guidance to team members
• Evaluating staff performance, identifying gaps in knowledge or skill, and working with management team to ensure appropriate training is provided
• Fostering a productive, professional, environment for all team members

QUALIFICATIONS:

• 10+ years of unclaimed property experience or related equivalent operational experience
• Bachelor’s degree or equivalent work experience
• Demonstrates strong leadership skills and problem-solving capabilities
• Have previously worked in a business operation focused on claims processing and/or call center services
• Excellent interpersonal skills; will be required to develop and maintain client relationships including facilitating meetings and ensuring all action items resulting from meetings are identified and completed with clear communication back to the client
• Experience developing and maintaining performance metrics
• Must have previously managed a team of at least twenty (20) people
• Strong organizational skills and attention to detail and timelines
• Previous experience with unclaimed property operations is preferred but not required
• Travel as required by contracts (less than 5% of the time)
• Candidates must be legally authorized to work in the U.S without sponsorship now and in the future

SALARY & BENEFITS:

Compensation for this role varies depending on several factors including work location, level of experience, and skill set. As required by applicable law, the hiring range for this position is $80,000 – $95,000.

In addition, Kelmar provides the following benefits:

• Medical, Dental and Vision Insurance
• Flexible Spending Plans
• Basic Life, AD&D, and Voluntary Term Life Insurance
• Disability Insurance
• 401(k) Plan with Company Match
• Paid Parental Leave
• Paid Time Off
• Tuition Assistance
• Eligible for Discretionary Annual Bonus

The rewards for this position are many. We offer a great working environment that provides for work/life balance and an excellent compensation and benefits package. Kelmar provides training and the opportunity for career advancement. Apply now to join our growing team!

Kelmar Associates is an equal opportunity employer.