About this role
Primary Responsibilities:
• Provides guidance on escalated cases, service concerns, and complex processing issues to support timely resolution and effective communication
• Oversees daily team activities to ensure service level standards are consistently met
• Measures and monitors team performance, coaching team members to achieve strong business results and support professional growth
• Maintains operational controls by ensuring compliance with state regulations, company guidelines, and quality control standards
• Establishes and maintains best-practice policies and procedures, keeping them documented, communicated, accessible, and consistently followed by team members
• Evaluates processes with a focus on customer experience, efficiency, and clear and timely communication; implements changes that drive continuous improvement.
• Leads change management efforts related to procedures, technology enhancements, and evolving business needs, developing team members with the skills needed to perform more complex, value-added responsibilities
• Tracks and reports key performance metrics, including turnaround time, quality accuracy, and staffing productivity, to identify improvement opportunities.
• Manages staffing, workload distribution, and resource planning to ensure timely and effective processing of new business.
• Collaborates with underwriting and marketing leadership on case management priorities, process improvements, and field support initiatives.
• Builds and maintains effective relationships with agents, field partners, and marketing leaders
Knowledge & Requirements:
• Bachelor's degree in business, management, or a related field, or equivalent work experience.
• 5+ years of life insurance or related financial services experience, including demonstrated experience leading teams, operations, or complex business functions.
• 3+ years of people management experience preferred, with accountability for coaching, performance management, staffing, workload planning, and team development.
• FLMI (Fellow, Life Management Institute) or other relevant life insurance industry designation preferred.
• Advanced knowledge of life insurance products, new business operations, policy issue processes, and the end-to-end application lifecycle.
• Strong understanding of state and federal life insurance regulatory requirements, operational controls, quality review practices, and risk mitigation expectations.
• Proven ability to lead process improvement, change management, and technology adoption efforts that improve efficiency, quality, customer experience, and business outcomes.
• Demonstrated ability to analyze operational metrics, identify trends, assess staffing needs, and use data to influence decisions, priorities, performance improvement plans, and resource planning.
• Proven leadership skills in building high-performing teams, developing talent, cross-training staff, delegating responsibilities, and creating succession depth within the department.
• Ability to manage competing priorities, escalated service concerns, and time-sensitive deliverables while exercising sound judgment and making decisions within assigned authority.
• Demonstrated ability to collaborate, communicate, and influence across underwriting, marketing, distribution partners, field leadership, technology, compliance, and other business areas.
• Strong relationship management and conflict resolution skills, including the ability to communicate difficult decisions and represent the department professionally with internal and external stakeholders.
• Advanced knowledge of life company systems and operational processes, with the ability to identify inefficiencies, recommend solutions, support workflow enhancements, and drive continuous improvement.
• Ability to successfully lead departmental initiatives and take accountability for team performance, service standards, quality outcomes, and business results.
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