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. Demonstrated ability to analyze operational metrics, identify trends, assess staffing needs, and use data to influence decisions, priorities, performance improvement plans, and resource planning.
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.