Operations Manager for In-Force Administration
1 week ago
We are seeking a highly skilled In-Force Operations Supervisor to join our team at Group1001. In this key role, you will be responsible for overseeing the management and coordination of the operations function in support of the administration of annuity policies.
Key Responsibilities- Manage staff responsible for reviewing new In-Force requests and other ancillary functions that support policy administration.
- Coach and develop staff, evaluate performance, conduct performance reviews, maintain accurate records, ensure department and company practices and procedures are followed, and assist with the hiring process.
- Motivate staff to continuously provide the highest level of service to customers within service delivery standards for accuracy, timeliness and productivity.
- Investigate and implement new procedures or changes to existing procedures, reorganization of work, and training of new and current staff.
- Identify, develop and mentor a team of operations professionals to service new annuity products written by Delaware Life Insurance Company.
- Implement processes and procedures to ensure the accurate and efficient processing of In-Force requests.
- Coordinate and partner with internal Legal and Compliance team members to ensure all applicable regulatory requirements are identified and compliant.
- Participate in multi-department ad-hoc committees regarding product and system developments and administration, new product implementation, administrative changes to contracts, special promotions and customer notices or announcements.
- Provide daily management and leadership for the team through effective communications, coaching, training, development, and accountability.
- Develop and proactively manage standard service metrics.
- Monitor metrics and report results to senior leaders within the organization, along with identifying operational efficiencies and changes that can be implemented.
- Ensure the development of materials and facilitation of training occurs for new and existing staff members.
- Assists with and provides backup for work teams depending upon volume of incoming and outstanding transactions.
- Provide problem resolution support for processes housed on the team. This includes taking escalated calls, collaborating with adjacent area managers, and working one-on-one with team members to improve procedures, expand team knowledge and ensure a high comfort-level with all processes.
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