Manager, Operations

4 weeks ago

Indianapolis, United States American United Life Ins Co Full time
Job DescriptionJob Description

At OneAmerica Financial, our purpose is to create more certainty for our customers that leads to better moments, every day. Our commitment is to advance stability and growth in every solution and relationship. We deliver financial strength that builds for generations, and we are always aspiring, looking ahead, and collaborating to achieve more, together. Come be a part of this journey with us as we champion lives

Job Summary

An Operations Manager provides leadership to Associates by translating strategic direction into operational initiatives and processes. By demonstrating and promoting EWA concepts into daily processes, an Operations Manager optimizes the customer experience and performance criteria that clarify expectations while remaining accountable to those expectations. This leadership role ensures that our Associates are prepared to support our customers when they need us most by delivering the appropriate level of customer service. An Operations Manager's scope of responsibility extends beyond their specific, assigned functional area(s) such that they may interact with Associates, clients, agents and even lending their support / guidance to peers and other functional areas. The Operations Manager adds value to the organization by creating functions and processes that align operational functions with strategic goals by developing our Associates and promoting EWA in support of our customers.

The Operations Manager provides leadership and strategic direction for the ILFS Operational functions. The ILFS Operations environment includes multiple companies, systems, and products, some of which have been in force for years and others may have just been issued. The Operations Manager is responsible for not only the maintenance and support of those existing systems, products, and contracts, but also for the current production, new products and project management. Leaders integrate EWA into their daily processes through regular touchpoints, team meetings, development planning, metric performance, and, in order to accomplish these objectives, the Operations Manager must be able to effectively communicate at all levels of the organization, as well as with external clients, agents and third parties.

Role responsibilities may include, but are not limited to:

  • Integrate EWA (Empowerment With Accountability) into daily processes.
  • Manage escalations and issue resolution by providing guidance, support and partnering with peer functions.
  • Align proficiency levels with anticipated (i.e., forecasted) volumes.
  • Consistently achieve agreed upon service levels and metric performance.
  • Provide support, subject matter expertise and guidance to peers.
  • Based upon feedback provided, identify opportunities for improvement.
  • Support, lead and/or manage project efforts, as appropriate.

Job Requirements

Required Education and/or Certifications

  • College degree and leadership experience are required. Ideally, the leadership experience would be in insurance, operations, call center or financial services field is desired, but not required.

Recommended Education and/or Certifications

  • Associates or Bachelor's Degree preferred

Required Work Experience

  • 3-5 years’ experience within the industry. Leadership experience preferred (people or project leadership). experience would be in insurance, operations, call center or financial services field is desired, but not required.
  • Experience in operations, call center or financial services field is preferred.
  • Or any combination of education and experience which would provide an equivalent background

Salary Band: 06A

This selected candidate will be expected to work hybrid in Indianapolis, IN. The candidate will also be expected to physically return to the office in CA, IN or ME as business needs dictate or for team-building and collaboration.

If you are offered and accept this position, please be advised that OneAmerica Financial does not have any offices located in the State of New York and OneAmerica Financial associates are not permitted to work remotely in the State of New York.

Disclaimer: OneAmerica Financial is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

For all positions:

Because this position is regulated by the Violent Crime Control and Law Enforcement Act, if an offer is made, applicants must undergo mandated background checks as a condition of employment. Such background checks include criminal history. A conviction is not necessarily an absolute bar to employment. Consistent with applicable regulatory guidelines and law, factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered.

To learn more about our products, services, and the companies of OneAmerica Financial, visit oneamerica.com/companies.

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