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Senior Director, Quality

2 months ago

Franklin, United States Northwestern Mutual Full time
At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.

About the role:

Provide visionary leadership for the Field and Client Service quality assurance function. Enhance our quality program through championing the integration of automation technology. Collaborate to influence partners, build on momentum to improve customer experience, and strengthen critical business results. Responsible for crafting and implementing our operational quality assurance program and providing cohesive alignment enterprise-wide. Includes oversight of the organization, strategic management, planning, and direction of tactical execution activities for a premier quality assurance organization dedicated to our field force and clients.

About the team:

The quality team sits within the Learning and Performance Enablement team of Field and Client Service and has ownership for the overarching quality infrastructure for that organization. This includes tool administration for Verint Quality Management Suite, building in best practices through standard methodology, and analysis of quality data to recommend actions to be taken on the part of the organization for improvement to quality outcomes, with the goal of bringing continuity and upscaling an outstanding quality practice for the organization. The Field and Client Service teams provides operations servicing and transaction processing on behalf of our field and clients for Northwestern Mutual’s products.

​

Primary Duties and Responsibilities:

  • Bring industry knowledge, credibility, and an “outside in” perspective developed through relationships with industry peers and network groups to stay relevant on the latest trends, and technology. (GenAI, automation, etc.)

  • Leads the functional quality strategy development, influence to gain support, and drive execution through the aligned team(s).

  • Provide direct leadership to management team and indirectly through quality program managers, consultants, analysts on the team.

  • Lead multiple teams, work groups, and types of work and negotiate cross-functionally on development and execution of initiatives.

  • Ensure operational plans are aligned with departmental and business objectives and overall functional and enterprise strategy,

  • Ensure that work of the team(s) managed flows smoothly with other areas within and across departments.

  • Lead complex cross-departmental or cross-functional projects with accountability for setting strategy, managing scope, risk, business value, scheduling, and budget(s).

  • Own the long range (3-5 years) organizational structure, change management, workflow, and CLI implementations.

  • Resolve sophisticated problems that have implications beyond own area and/or function. Anticipate business issues, proactively evaluate complex problems, and develop/implement policies and procedure changes and/or service improvements to continually seek opportunities to increase efficiencies and to improve the customer experience.

Qualifications:

  • Experience with Verint Workforce and Quality Management Suite / Products, Generative AI, and overall automation in operational quality environment preferred.

  • Demonstrated business impact through standing up a quality strategy.

  • Minimum of ten years related experience including expertise in insurance operations and/or the designated investment products (if applicable) that the position supports.

  • Bachelor's degree in business or related field or an equivalent combination of education and progressively responsible work experience.

  • Proven leadership skills collaborating with diverse teams in an operational environment where supervision and coaching were demonstrated. Typically, this experience is gained by having five or more years of people management experience.

  • Superior management, human relations, and interpersonal skills to lead a group of people.

  • Experience with process improvement and workflow. Advocate for Continuous Learning Improvement efforts.

  • Good project management experience to include operational management and policies and procedures development.

  • Superior written and verbal communication skills.

Skills-Proficiency Level:


Budgeting - Expert
Command Line Interface (CLI) - Intermediate
Complaint Resolutions - Expert
Continuous Improvement (CI) - Expert
Customer Service - Expert
Investment Product Management - Expert
Planning Operations - Expert
Process Compliance - Expert
Product Management - Expert
Risk Analysis - Advanced
Workflow Management - Advanced

#LI-Hybrid

Compensation Range:

Pay Range - Start:

$121,030.00

Pay Range - End:

$224,770.00

Northwestern Mutual pays on a geographic-specific salary structure and placement in the salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity as well as the cost of labor in the market; and other conditions of employment. At Northwestern Mutual, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. Please note that the salary range listed in the posting is the standard pay structure. Positions in certain locations (such as California) may provide an increase on the standard pay structure based on the location. Please click here for additiona l information relating to location-based pay structures.

Grow your career with a best-in-class company that puts our client’s interests at the center of all we do. Get started now

We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.

If you work or would be working in California, Colorado, New York City, Washington or outside of a Corporate location, please click here for information pertaining to compensation and benefits.

FIND YOUR FUTURE

We’re excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and commitment to diversity and inclusion. 

  • Flexible work schedules
  • Concierge service
  • Comprehensive benefits
  • Employee resource groups
PandoLogic. Keywords: Quality Control / Quality Assurance Director, Location: Franklin, WI - 53132 , PL: 594000712