Vendor Operations Support Rep (Hybrid) Date: Feb 7, 2025 Location: Webster, MA, US Company: MAPFRE At MAPFRE, our commitment to care is not just our purpose; it’s the driving force behind everything we do. We care about the things that resonate with the needs of our employees, our customers and the community. + **_For Employees_** _:_ We cultivate an inspiring and dynamic workplace where collaboration and innovation fuel the success of our high-performing teams. + **_For Customers_** _:_ In addition to being Massachusetts’ #1 home and auto insurer, we provide unmatched peace of mind to our customers across the U.S. + **_For the Community_** : Our culture of care extends to impactful community engagement and environmental initiatives locally and globally. This is who we are at MAPFRE, and we invite you to be part of a movement that cares deeply and acts boldly. Together, we make a difference. **Job Summary** Serves as the primary subject matter expert, supporting the organization with our strategic partners, and service providers. Responsible for maintaining an in-depth understanding of specific processes and procedures, providing expert guidance, quality support and leading knowledge management initiatives. Works with leadership to support our fast-paced environment and assist no matter the need. This person is forward-thinking and proactively recognizes when change is needed to improve the process, policy, and ultimately the customer’s perception of MAPFRE. In this role, you need to have a strong understanding of the work environment and related KPIs. SME’s assist our partners in strengthening their expertise and assist in resolving their issues. + Participates in peer training, classroom assistance, and internal/vendor calibration sessions + Ensures consistent application of best practices, organization initiatives and maintains high standards of services within the operation. + Obsessed with the Customer Experience. Drives change and innovation with technical expertise and consistent quality evaluations. + Actively participates in group chats and supports the Help Desk. + May be required to assist internally to retain knowledge of technical procedures + Insurance Operations or Contact Center SME for IT-related projects + Partners with supervisors and managers to communicate concerns/inconsistencies and execute recommended improvements to procedures or policies. + Perform Quality Reviews on staff. Communicates what is discovered – with the operational KPIs at the forefront. + Adheres to company policies and procedures as outlined in the Human Resources Policy Guide and follows departmental and functional area standards, rules, guidelines, processes, and policies identified by management. + Timely access completion and submission in the appropriate MAPFRE IT platforms like One Identity and Service Now as specified by each Insurance Operations business role. + Devise a plan to manage the onboarding including the access needed for vendor employees and include communication for MAPFRE and vendor leaders. + Communicate access expectations with leaders who manage vendor tasks. + Works directly with IT to resolve any outstanding access concerns in a timely manner. + Provide regular updates to MAPFRE leaders on any outstanding access issues. + Utilize and maintain the Onboarding Resource tool and procedures document to include changes to workflows, accesses needed, etc. + Maintain access control logs for all vendor employees. + Ensure the proper access removal of vendor resource as needed. **Knowledge, Skills and Abilities** **Education:** High School or equivalent knowledge or related experience **Experience:** 4-6 years of experience or equivalent related knowledge **Knowledge:** Limited to moderate knowledge of industry practices, standards, and concepts within field of work. Learns to apply them to the job. **Decision Making:** Learns to make decisions and recommendations for varied situations, applying judgment to interpret related information, policies, and procedures. Decisions generally impact specific tasks. **Supervision Received:** Works independently under general supervision. Work is reviewed for overall adequacy in performing tasks. **Leadership:** Works as an individual contributor. Learns the job. **Problem Solving /Operations/Direct Work Involvement:** Develops solutions to a variety of problems, typically of moderate scope and complexity. Refers to and interprets policies and practices for guidance. **Client Contacts:** Contacts other departments and or external organizations or parties frequently. Contacts are primarily at or below middle management levels. Communication is primarily task-related and involves creating and delivering varied types of messages and information. \#MAPFRE123 Thank you for considering MAPFRE Insurance as part of your career journey. We're proud to be rated "A" (Excellent) by A.M. Best Company. We offer property and casualty insurance, working with over 3,000 independent agents and brokers in 11 states.  If you require an accommodation for a disability so that you may participate in the selection process, you are encouraged to contact the MAPFRE Insurance Talent Acquisition team at talentacquisition@mapfreusa.com . _We are proud to be an equal opportunity employer._ **Nearest Major Market:** Worcester **Job Segment:** Call Center Representative, Operations Manager, Recruiting, Information Technology, Help Desk, Customer Service, Operations, Human Resources, Technology Apply now »