Submission for the position: Senior Manager Florida Blue Center- Tampa, FL - (Job Number: 26674)
https://bcbsfl.taleo.net/careersection/jobdetail.ftl?job=26674&lang=en
Senior Manager Florida Blue Center- Tampa, FL
Are YOU a friendly and outgoing LEADER who enjoys your community, networking, sales-centered individual that is passionate about helping others achieve their healthcare goals?  If so, read on and get ready to Apply!
What We Can Offer YOU!
We offer competitive salaries and benefits, work-life balance, flexible work arrangements, opportunities for growth and development, and a great place to work across our enterprise!
What Will Be Your Purpose :
The purpose of this position is to manage all aspects and functions in the Florida Blue Retail Center to ensure that the customer's experience is meaningful, informative, supportive in-center encounters that result in high customer satisfaction.
What Will You Be Doing:
• Help ensure all customers (walk-in, telephonic or electronic) are warmly greeted, their needs are assessed quickly, and they are referred to the appropriate setting, person, information, or tools to address their needs.
• Develop and execute tactical marketing plans to generate traffic, support membership, and create positive brand awareness within specific budget.
• Manage local marketing budget, achieving target ROI for execution tactics or taking corrective action as needed
• Analyze and report results of local marketing efforts with other stores and centers and appropriate corporate staff
• Work closely with marketing and local leadership to promote the company brand, build customer relationships and loyalty and support achievement of business objectives in the region.
• Manage operations of the Retail Center to meet or exceed performance goals related to sales, service, care/wellness support, traffic, customer satisfaction and loyalty.
• Manage non-exempt and exempt staff and functions that pertain to the retail center to ensure sales, service and care/navigation goals and objectives are met.
• Track, analyze and report on Retail Center performance, working closely with corporate staff and leaders to take corrective actions as needed to achieve performance goals. (e.g., traffic, revenue, sales, biometrics provided, health coaching, navigation services provided, customer satisfaction feedback, issue resolution, consults, etc.)
• Regularly participate in Retail Center performance discussions and reviews with key functional leaders.
• Manage security and safeguard people, personal data, cash and financial transactions and real estate assets (furnishings, equipment, etc.)
• Develop and distribute reports on retail center performance
• Develop concepts and ideas to incent performance (e.g., sales contests, sales programs, member engagement programs, etc.); execute or coordinate/integrate with other areas
• Schedule staff as appropriate to meet the needs of the customers
• Ensure appropriate retail center procedures and processes are followed, tools are available and store appearance reflects Florida Blue’s standards (including contact/lead or care support tracking and follow up for all customers who come into the retail center)
• Must be able to conduct a sale
• Responsible for compliance with corporate policies and procedures, including retail specific guidelines such as the planogram and operational SOPs
• Manage member and non-member escalations
• Manage executing health fairs and other center events
• Create a work environment that supports and encourages creativity, customer commitment, teamwork, enthusiasm, and personal growth for the professional staff of 13-23 employees.
• Motivate, empower, and coach employees to achieve business objectives and achieve individual and team high performance
• Develop staff to ensure proficiency and excellence in current roles is met, as well as preparation for future roles.
• Ensure staff receive all training and communication required to effectively perform their specific functions according to corporate standards and guidelines
• Provide coaching to staff regarding inappropriate or inadequate behaviors or other required improvement; ensure any required remedial training or additional development is obtained where appropriate
What You Must Have:
• 6 years related work experience or equivalent combination of transferable experience and education. Experience Details: Including at least 3 years managing cross-functional teams to achieve operational results.
• Related Bachelor’s degree or additional related equivalent work experience
• State of Florida 2-15 Health, Life & Annuities license 60 Days
• Demonstrated Strategic Leadership and Planning
• Demonstrated ability to coach, lead, influence and develop a high-performance team of professionals.
• Demonstrated strong problem solving and decision-making skills
• Customer advocate
• Knowledge of change management methodologies and principles
• Experience in retail marketing, direct to consumer marketing, and/or marketing practices.
• Work flexible hours to include evenings, weekends, and holidays.
• Occasional travel with overnight stays.
• Effective verbal and written communication skills.
• Proficient with MS Word, Excel, PowerPoint, Internet, and web-based tools.
What We Prefer:
• Master’s degree
• Experience in insurance industry, physician’s office, hospital, or other position in health care industry.
• Experience in store/retail management.
• Bilingual - Spanish
General Physical Demands:
Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.
We are an Equal Opportunity/Protected Veteran/Disabled Employer committed to creating a diverse, inclusive, and equitable culture for our employees and communities.