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Operations Manager
Lincoln Financial Group
Greensboro, NC, United States
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The Role
As the Operations Manager in our Life Solutions, Underwriting and New Business area, you will be responsible for managing the operations of an assigned cross functional team, who is responsible for collecting essential information for completing a life insurance application and all aspects of new business processing for our Distribution partners. You will manage the quality of the service and the cost efficiency of the processing. In addition, you will be a resource for key business partners, vendors as well as appropriate internal stakeholders.
Responsibilities
Management
• Manages the team of New Business Associates and ensuring workloads are appropriately balanced among team members.
• Establishes and implements individual and team priorities, performance goals and objectives to ensure task completion for New Business functions.
• Manages and evaluates individual/team performance and takes appropriate action to meet and/or exceed performance standards for New Business.
• Manages budget and expenses associated with providing service, to ensure cost efficiency for New Business
• Analyzes report (e.g., audit, production, quality) to determine trends and develops appropriate resolution actions such as training or other needs.
• Develops and analyzes the team’s daily metrics and individual reports.
Communication
• Collaborates and communicates with broader Underwriting and New Business organization including the shared services teams.
• Interfaces with Distribution partners and customers (field)
• Provides timely updates to appropriate Underwriting stakeholders
• Identifies and recommends continuous improvement that significantly reduces workloads or improves quality across New Business
Organizational Effectiveness
• Manages and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within New Business.
• Builds organizational capability within New Business
• Consults with internal key stakeholders to determine and/or ensure service levels meets or exceeds customer satisfaction
Talent Management
• Ensures that top talent is hired and retained for New Business
• Provides training and development opportunities, including stretch assignments, for team members and gives honest and open feedback to aid in the development of talent.
• Develops and mentors New Business Associates, by overseeing their performance, quality and their growth into excellent team members who understand all aspects of the business. Identifies developmental needs and develops remediation actions as needed.
Industry/Technical Knowledge
• Maintains knowledge on current and emerging developments/trends for New Business, assess the impact, and collaborates with management to incorporate new trends and developments in current and future solutions.
• Serves as a resource to team members and internal/external stakeholders on more complex assignments and projects for New Business
• Analyzes regulatory reports to determine trends, develop and executes remediation action plans for identified deficiencies.
Education
• 4 year/Bachelor’s Degree or equivalent work experience (4 years of experience in lieu of Bachelors)
• ACS designation a plus
Experience
• 5+ years of progressive insurance operations experience that directly aligns with the specific responsibilities for this position, including 2+ years of managerial, supervisory, and/or demonstrated leadership experience.
• Knowledge and experience with individual life insurance operations, procedures and administration systems strongly preferred.
• A demonstrated track record of consistently meeting and/or exceeding performance expectations
• Possesses a bias for action and avoids workplace distractions.
• Drives performance targets to completion