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National Service Director
OneAmerica Financial Partners, Inc.
Indianapolis, IN, United States
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Description
This position is responsible for the overall success of the field service team. This success is determined by the satisfaction of clients/brokers; the retention of clients; and growing our inforce block of business for Employee Benefits (short-term disability, long-term disability, group life). It is expected that all deliverables are timely, meet or exceeds expectations by establishing a strong relationship with all stakeholders leading to future references and referrals for Employee Benefits, ensuring proper enrollment practices and achieving annual rate increase and NBOC goals. This role is responsible for the team contribution to meeting expected service deliverables to both clients and brokers. The incumbent is responsible for creating and implementing a consistent and standardized approach to field service. The core activities of the team which includes client (client/broker/regional office) service and administrative service such as timeliness and documentation of communication as it relates to RFP and enrollment activity. It is expected that this incumbent ensures all materials are periodically reviewed to ensure uniformity within the team and among others in the department. Define team objectives for prioritizing workload to meet departmental and division goals. As a leader in the organization, it will be expected that this incumbent is able to match long-term business strategy to long-term functional strategy. The leader must build trust, encourage dialogue, and foster a problem-finding and problem-solving team. It is expected that this leader will build a strong team of leaders through coaching and mentoring, and by communicating expectations clearly, concisely, and often. This leader should challenge their team, but support them through defining priorities, and providing tools and training. The incumbent is expected to lead with empowerment. This leader will be expected to embrace change, and help their team embrace change while managing risk. The leader must help to develop and build relationships at varying levels by fostering collaboration between teams and cross-functionally within the organization
Requirements
Must have a 4-year degree and 10+ years of experience with 4 of those being supervisory OR a 2-year degree and 12 years of experience with 6 of those being supervisory OR 14 years of experience with 8 of those being supervisory.
Preferred Qualifications:
• Focus on goal of continuous ongoing process improvement for quality/efficiency.
• Desire for team's ongoing learning & development to include service skill development.
• Strong oral and written communication skills.
• Strong client facing skills with multiple stakeholders, plan sponsors, advisors, regional sales offices.
• Strong group presentation skills.
• Ability to simultaneously manage multiple tasks, detail-minded, organized, driver and a self-starter.
• Demonstrated math, accounting, and analytical skills.
• Demonstrated ability to use Employee Benefits reference and resource materials in researching operational issues from staff, clients and sales staff.
• Ability to prioritize activities with a demonstrated ability in taking initiative to continue to raise the bar on team results.
• Complete team and metric reporting within or before required deadlines.
• Ability to work in fast-paced, high-volume team environment with adherence to accuracy and response standards published by departments.
• Desire to exceed internal and external customer service needs.
• Demonstrated leadership, staff development, cross departmental collaboration, and mentoring talent.
• Effective project management and implementation skills.
• Effective change management skills.