Life Insurance New Business Director

Life Insurance New Business Director
Summary

As a Director of Life Insurance New Business at SBIA, you have the chance to be a part of an industry-leading department in Business Operations. As a Director , you will act as a strategic partner for the firms that SBIA supports.  You will be responsible for leading a team of Case Managers that process life insurance applications.  You also will be assisting with prioritization and execution of continuous improvement initiatives. You will work with leaders across the organization to manage systems, develop initiatives, and design processes that directly impact customer engagement. In this high-impact contributor role, you will be tracking all points of customer engagement, addressing customer service issues, and identifying ways to improve our customer services. We are looking for an individual whose expertise results in excellent customer relationship management and a positive brand image.

ResponsibilitiesManage a team of Case Managers that process life insurance applications Effectively coach, in a variety of ways, to drive team results for advisor satisfaction, service, quality, and productivity aligned to department objectivesHave a keen focus on employee engagement while balancing productivityAssist with setting team goals, establish vision, and take action to achieve goals as it relates to SBIA's strategic initiativesActively look for ways to improve the customer experienceServe as a key contact to leaders within teams, representing process and service details as well as strategyDevelop and maintain internal relationships inside and outside assigned department to resolve service issuesIdentify and take responsibility for addressing operational and organizational challenges that impact the teamRegular communication with internal stakeholders such as executives and other customer-facing teams to identify gaps and opportunitiesRaising red flags wherever the business process needs correction to ensure the customer has a seamless experience with the company.Collect, track, and analyze customer feedback and suggest improvements internally based on the insights gathered Ability to show empathy when customer issues ariseEffectively adopt changing business needs and guide employees through shifting prioritiesActively seek opportunities to expand own sphere of influence through networking, knowledge sharing, and collaborationAct as the primary point of contact with qualifying advisors and their staff, primarily via phone, email, and service requestsUtilize Case Management System to process and research customer requests in timely mannerEducate financial professionals where to find information onlinePay close attention to detail and process work accuratelyOversee the resolution of complex issues that may involve multiple departments and personsOversee and collaboratively assist other business units to assure resolution with satisfaction for the needs of our financial professionalsWork independently to make decisions regarding resolution of issuesExercise judgment to know when to escalate issues to senior managementTake ownership of service failures and stay involved throughout the service recovery processWork collaboratively with the other members of the leadership team to ensure high-level of service and team goals are metResponding to customer queries in a timely and effective manner, via phone and emailDocumenting processes and logging technical issues, as well as customer compliments and complaintsProvide back up support for other members of the leadership team and independently coordinate service continuity during any work absenceMeet/exceed quality, production, and experiential delivery goalsEnsure that all published Service Levels are met/exceededStay abreast of industry changes, business processes and firm rulesAssist with other projects as neededIncrease positive advisor experiences that create value and satisfaction, retention, and growth, building on voice of the customer feedback, qualitative and quantitative dataProject a positive image of the organization to employees, customers, industry, and communityAll other duties as assignedEducation Requirements

H.S. Diploma or equivalent (GED) Required
Bachelor's degree

Basic Requirements

 A minimum of 5-8 years of support experience or relevant experience in operations, customer service, project management, or related fieldStrong knowledge of processes and impact on the customerSuccessful track record of customer-centric decision makingAbility to cope with and persevere through frequent and unexpected changesStrong interpersonal skills - exceptional oral and written communication skills with a strong attention to detailExcellent organizational skills, with the ability to handle multiple tasksExtensive experience and comfort level with engaging and supporting the needs of high producing Financial ProfessionalsAbility to display relentless poise in a fast/high pressure and demanding environment with a heightened level of advisor dedicationOutstanding professional presence and positive customer service attitudeOccasional need to travel to client sites and industry meetings via airplane and stay in a hotel for 2 – 3 nights – up to 6 times per year Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

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