Sr Supervisor, Lockbox Operations Strategy (Enrollment Operations & Vendor Relations)

Job Description

Job Description

Who We Are

Oncourse Home Solutions (OHS) is a people-centric, $500M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.8+ million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.

As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water / gas / electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water / gas / electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don’t have to.

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and / or harassment.

Position Summary

This position manages the day-to-day system and customer support operations activity for Oncourse Home Solutions lockbox processing and strategy, with responsibility for championing cross-functional initiatives with the Marketing and Back Office teams to support annual business objectives, optimizations, and long-term successes. This position will develop and maintain a close business relationship with the lockbox vendor, including consistent communication, reporting, and occasional site visits to ensure a high-level partnership that aligns with company defined SLAs, drives an optimal customer journey and employee experience. Builds on the existing base of business intelligence and provides strong analytical leadership.

Located at our office in Naperville, our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (T-TH in office and M & F remote) is required.

Responsibilities include but are not limited to :

• Serve as key point of contact to director and executive stakeholders regarding the lockbox vendor relationship.
• Manage the lockbox processing and adjustments as well as the vendor relationship.
• Communicate operational process changes or updates as they relate to lockbox processing to the business in a timely manner, participate in providing feedback / updates to the Training department, and work with IT to improve operational efficiencies.
• Support Marketing and Back Office efforts in relation to driving lockbox operational efficiencies.
• Day to day support and approval for all marketing codes, notice codes, zip codes and default codes in Oracle.
• Full participation in all Marketing activities that touch campaign planning, forecasting and form updates.
• Ensure all Enrollment Lockbox processes are detailed in templated SOP’s and maintained for consistency, accuracy, and integrity.
• Collaborate and support efforts with the Marketing team on valid product pricing and availability for all campaign efforts, including direct mail, renewal and win back campaigns.
• Train and provide ongoing support of peers and junior back-office team members on all lockbox system integrations.
• Supervise the exception reporting process and anomalies involving customer enrollments from all source channels.
• Implement and monitor operational and metric reporting to increase productivity, increase efficiency and provide timely and accurate enrollment processing.
• Responsible for providing direct reports clear direction in daily tasks and responsibilities
• Oversee the timely updates and / or creation of Standard Operating Procedures among direct reports based on operational or systematic changes.

We're Excited if this is You

Experience and Qualifications of the Role :

Computer Skills Needed to Perform the Job :

Education

Certificates, Licenses, Registrations

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing.  The base pay range for this position is $62,000 - $111,000 USD Annual. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target. Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

Join our SUPER Team and Enjoy Amazing Benefits!

Competencies

Business Acumen : Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, and information affecting his / her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.

Communicate Effectively : Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect.

Conflict Management : Steps up to conflicts, seeing them as opportunities; reading situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation with minimum noise.

Negotiating : Can negotiate skillfully in tough situations with both internal and external groups; can settle differences with minimum noise; can win concessions without damaging relationships; can be both direct and forceful as well as diplomatic; gains trust quickly of other parties to the negotiations; has a good sense of timing.

Organizational Agility : Knowledgeable about how organizations work; knows how to get things done both through formal channels and the informal network; understands the origin and reasoning behind key policies, practices, and procedures; understands the cultures of organizations.

Planning : Accurately scopes out length and difficulty of tasks and projects; sets objectives and goals; breaks down work into the process steps; develops schedules and task / people assignments; anticipates and adjusts for problems and roadblocks; measures performance against goals; evaluates results.

Peer Relationships : Consistently recognizes and rewards excellent performance and addresses performance issues head-on, without delay. Manages individuals situationally based on the person’s skill level, work style, and areas of opportunity.

No external recruiter or agency calls / communication will be accepted. Qualified candidates should apply online.