Supervise staff responsible for policy administration of life and/or annuity products for customers and agents. Provide daily oversight and guidance for operations team members and ensure they have the necessary support, knowledge, and skills to consistently deliver high-quality service and support. Create an exceptional customer experience, maintain operational efficiency, mentor and develop front-line staff, fostering a culture of continuous improvement and high performance.
Responsibilities
  • Hire, coach and counsel team members individually and collectively, to ensure expected performance metrics support organizational goals, including but not limited to, recruiting, proper training, regular monitoring (e.g. live and recorded calls, manual processes, processing activities), review of processed work for quality standards, and constructive feedback in a timely manner. Evaluate team members individual performance and complete appraisals.
  • Ensure compliance with internal policies/procedures and service level agreements; provide recommendations for improvement. Coordinate efforts to improve quality within the department.
  • Ensure vendor partners are managed and meet expected service level agreements (SLAs). Work with management to develop internal and external (vendor) SLAs and metrics necessary, then monitor results and work with vendor to ensure needed improvement.
  • Manage team schedules and monitor daily workflow activities to support a health work-life balance. Keep up to date on regulations, procedures, standards, and systems to ensure work is processed accurately and efficiently.
  • In collaboration with leadership, adhere to strategic objectives and goals while maintaining daily operations, including continuous improvement efforts for internal and external customers.
  • Ensure timely communication between the team, leadership, and internal partners regarding policy/procedure changes, issue resolution, market updates, product/marketing initiatives, and general information sharing.
  • Prepare and present root cause findings from audits and operational issues. Lead discussions to brainstorm fixes for identified issues.
  • Field procedural problems, calls, and escalations from frontline call center and processing team members and ensure issues are resolved quickly and accurately.

Qualifications
  • Bachelor’s degree in a business field or equivalent experience
  • Five years of experience working in an operations environment
  • Problem-solving, analytical and decision-making skills
  • Written/verbal communication and interpersonal skills to coach and mentor staff
  • Organizational and time-management skills
  • Ability to handle multiple responsibilities under pressure
  • Ability to grasp technical and complex concepts and convey to staff and internal/external customers
  • Proficient using MS Office (Outlook, Excel, PowerPoint, Word)

Preferred Qualifications
  • Supervisory or team lead experience
  • In-depth knowledge of insurance practices and principles
  • Project management experience
  • Experience managing in office and virtual teams

Working Conditions
  • Office Environment

This job description is not a contract of employment nor for any specific job responsibilities. The Company may change, add to, remove, or revoke the terms of this job description at its discretion. Managers may assign other duties and responsibilities as needed. In the event an employee or applicant requests or requires an accommodation to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request.