Manager, Retirement Inforce Case Management

The Manager of Inforce Retirement Case Management provides leadership to the Inforce case management team to ensure optimal service delivery for Inforce contracts at Protective. This leader is responsible for managing day-to-day operations of the department in a processing, money/fund management environment and ensures service levels and quality standards are met. The ideal candidate should have strong Annuity and financial services knowledge and experience; as well a passion for helping Protective to become a first in class Annuity provider.

Responsibilities:

Manages the Team’s Deliverables

• Establishes team goals that align with overall departmental goals and strategy
• Routinely reviews the team’s deliverables in relation to established goals and standards
• Provides oversight to ensure production and quality standards are met
• Resolves problems and establishes an escalation process
• Drives improvements in team productivity by developing employees 
• Utilizes key performance indicators and provide useful analytics on capacity and quality.
 

Manages Individual Contributors

• Manages performance to drive results and meet Service Level Agreement (SLA) and Quality standards  
• Drives employee engagement and motivates employees; including development/career paths
• Provides feedback and coaching to improve the overall performance of the team
• Defines roles and responsibilities within the team and assigns work appropriately
• Promotes culture of high performance by differentiating rewards and recognition
• Manages employee development within the team and leverages talent across the department
• Identifies training needs
 

Plans, organizes, and assigns the work as it relates to workflows within the team and coordinates processes across the larger functional area

• Drives and promotes continual process improvement for overall department/functional area
• Creates an environment which facilitates cross-departmental and cross-functional training opportunities and ensure synchronization of processes between departments/areas
• Leads continuous improvement initiatives and participates in projects that impact the department
• Partners to drive strategy and future environment for growth and optimal success
 

Interfaces and fosters relationships with other functional areas and leaders in the organization

• Attends critical meetings that impact the team workflows and deliverables
• Coordinates work across areas both externally and internally
• Responsible for and acts as a liaison for external and internal relationships and cross-functional teams
 

Provides effective communication across the organization

• Conducts team meetings, individual meetings and communicates with peers and/or other support personnel in the organization
• Translates business goals and direction to ensure alignment with overall department goals
• Routinely identifies and shares information and solicits feedback regarding process improvements and general company departmental information
• Cascades information and implements communication plans

This candidate will spend time largely in these areas:

75% people management, development and team execution,
20% driving business acumen on team, aligning plans with strategy and iterating on results,
5% focused on industry trends/representation and required capabilities
Periodic travel would be anticipated to industry events, partner visits, engagement activities, and business planning sessions

Qualifications:

• Bachelor’s degree or equivalent leadership experience preffered
• At least 5 years of experience in a customer service environment; with a particular focus on Annuity products or partners preferred
• Proven interpersonal skills, communication skills and organizational skills 
• Strong aptitude to problem solve and analyze data
• Previous work experience in an Annuity/Retirement leadership position is preferred
• Proven ability to understand technical concepts and adapt to new systems and applications