Operations Support Specialist

For over 107 years, Penn National Insurance has been a trusted partner to individuals, families and businesses because we are a mutual insurance company where service and support for our policyholders are at the heart of everything we do.

We market our products through a network of 1,200 independent agency operations in 13 states.

We are seeking a Operations Support Specialist responsible for designing, developing, coordinating and implementing automated & non-automated solutions that resolve operational problems and maximize the benefits derived from business opportunities.  Responsibilities include managing projects that are crucial to achieving operational and strategic initiatives; such as enhancing service, improving productivity, increasing quality and maintaining profitability.  

This is a hybrid role reporting to the Harrisburg, PA office.

•    Business Acumen 
•    Negotiation 
•    Results Oriented
•    Time & Priority Management 
•    Decision Making

•    Creates detailed business requirements, using the best combination of text, diagrams, models, matrices, etc, to develop and implement solutions to business needs.
•    Participates in outlining and creating post production methods of validating the return on investment of implemented enhancements.
•    Provides training and assistance to staff on new and enhanced systems, workflows and processes.
•    Develops job aid materials, procedures, workflows, user manuals, training guides, presentations and other documentation regarding planned and strategic projects.
•    Creates test plans, test matrices, acceptance criteria and use cases, to validate and verify the developed solutions.
•    Coordinates the testing efforts on assigned projects.
•    Participates in division audit review functions and activities.
•    Identifies, develops and integrates new and existing operational and strategic initiatives, including:  quality, service, productivity, profitability, management information and expense management.
•    Develops strategies and proposals to meet and solve operational challenges and issues.
•    Conducts market research for new vendors and systems, in regards to identifying solutions to business issues.
•    Using a variety of tools and techniques completes research and analysis into defined business issues, to gather the information that is needed to develop solutions.
•    Develops and proposes operational solutions, prioritizes requirement components, researches and analyzes costs, benefits and risks of proposed solutions.
•    Designs and creates ad hoc reports for the purpose of making business decisions.
•    Troubleshoots and resolves production issues/problems.
•    Defines project tasks and resource requirements.
•    Identifies project risks and mitigation strategies.
•    Assists with coordinating and monitoring the costs of assigned projects.
•    Manages conflicts and negotiates to maintain consensus on solution scope, time, and cost.
•    Creates and maintains project timelines and work plans.
•    Defines project tasks and resource requirements.
•    Defines roles and responsibilities for assigned resources.
•    Directs & supports project teams including both on site resources and external resources.
•    Tracks, monitors and controls project deliverables and creates status reports for stakeholders.
•    Initiates preventative / corrective measures to ensure assignments stay on track.

•    Assists division in the budgeting process.
•    Selects best approach to complete assignments and gains buy in on approach for each assignment.
•    Uses sound logic, data and analytics to justify and recommend solutions.  Heavily influences final decisions.
•    May manage the day-to-day duties of production support team members or project team members, to possibly include providing input on their performance.
•    Performs other duties as may be assigned by the supervisor/manager

•    Direct contact with both internal and external resources
−    Internally: Penn National employees including those within business and technical units, line and staff operations, and executives
−    Externally: agents, vendors, state agencies, and customers
•    Ability to interact with all levels of authority within the organization.
•    Ability to be sensitive and effective in both listening and communicating with end users

Education/Credentials

•    Associates’ degree preferred
•    Continuing education in insurance related courses preferred

•    This position is primarily a sedentary position that requires occasional standing and walking throughout the office environment.
•    Must be able to perform computer-based tasks and access digital information necessary for job duties, including through the use of assistive technologies.
•    Must be able to complete computer-based tasks and utilize office equipment as needed to perform essential job functions.
•    Must be able to access and enter information accurately using automated systems.
•    Must be able to communicate effectively with internal and external clients using telephone, electronic, or other communication systems.
•    Must be able to present information to individuals and groups.
•    Must be able to interpret and apply concepts that may or may not be based upon established guidelines.
•    Must be able to maintain acceptable attendance and adhere to scheduled work hours.
•    Must have a valid driver’s license and be able to operate a motor vehicle.
•    Must be able to travel, with overnight stays required.