New Business Operations Manager

Job DescriptionJob Description

New Business Operations Manager

Overview

Provide leadership, direction, and subject matter expertise for the Annuity New Business Team, specifically related to customer service, administration, and new business application processing. Lead staff in delivering superior, friendly, personalized customer service, while promoting SILAC's products and mission, to achieve customer satisfaction and loyalty. Develop and supervise annuity administrative processes from new business through application approval and issuance. Ensure annuity administrative functions are communicated and integrated with other departments to meet the needs of business alliance partners. Understand specialty areas and create productive relationships across all parts of the company to maintain up-to-date knowledge of processes and products. Meet the service needs of external business partners when appropriate. Stay current with industry trends, products, suitability criteria, and administrative services to facilitate efficiencies and best management practices. Promotes the value of products and services, represents the company's mission and values by providing personalized service and is committed to establishing and sustaining a strong, professional, and focused team engaged in a productive collaboration with our sales agents and business partners.

Job Details

Operations –Ensure the highest quality of service is provided in an efficient manner by conforming to and complying with the goals and objectives of the company. Establish division objectives that support corporate goals and produce regular status reports. Develop and present performance related reports and metrics. Oversee the new business administrative processes spanning from application entry to policy approval/issuance of Annuity products. This involves receipt, system-entry, customer payments, identifying additional information needed, tracking the stage of each application, error/mismatch resolution, and issuing and mailing the policy. Ensure effective workflows, maximize system efficiencies, monitor quality performance measures, and confirm appropriate completion of work assignments. Establish time standards for prompt application approval/policy issuance. Analyze workflow and processes to increase productivity. Partner and collaborate effectively with all functional areas of the business. Make recommendations for change as appropriate.

Staff Management – Oversee staff; assist with goal setting and establishing standards; Clearly define roles and responsibilities and ensure staff has the authority, understanding, and experience required. Develop supervisory standards and practices. Create employee development and training program(s) to train staff members in their defined roles and responsibilities. Assist in development of employee achievement programs to incentivize goal setting and accountability. Assess individual employee performance and conduct timely performance appraisals. Promote teamwork, discussion, and cooperation among staff and other departments. Ensure timely communication and sharing of information with team members. Work with staff to resolve work-related issues and concerns. Approve personnel actions such as hiring, disciplinary, termination and/or salary recommendations. Participate in training, coaching and motivation of employees including career path development. Motivate, cultivate, and mentor a high-performing team. Promote a respectful and diverse workplace. Develop and maintain departmental policies and procedures.

Communication – Communicate professionally with policyowners, sales agents, and company staff to ensure information is accurate and complete. Continually enhance ability to effectively explain changes and remedy misunderstandings. Initiate clear and frequent communication with supervisor, other Annuity New Business staff, and employees in other departments. Monitor team chat to answer any questions other representatives have while on the phone with customers.

Processes, Procedures, and Guidelines – Develop new and enhance existing processes and procedures for the Annuity New Business team by actively seeking the knowledge of department staff to ensure the needs of the customers are met through timely end to end application processing and to meet other service needs as they arise. Continuously improve processes, procedures, and documentation; and submit requests for system enhancements to support changes and efficient workflow. Ensure development and maintenance of written material to guide and train staff.

Telephone Skills – Fine tune ability to use patience, empathy, and listening skills to handle misunderstandings, complaints, and complex problems. Develop the skill to adapt to each unique situation in order to provide personalized customer service. Ability to handle escalated calls.

Documentation – Assist employees in documenting and updating policies for each service action, including communicating with management for incidents such as fraud, privacy issues, complaints, compliments, and suggestions.

Report to and perform other work or projects as directed by the Directors of New Business.

Job Requirements

Required

• At least 1+ years of business experience in the annuity industry; solid understanding of distribution, marketing, and operations.
• At least 1+ years of leadership experience.
• Demonstrate advanced proficiency in one or more major service areas and consistently exceed standards in all.
• Detail-oriented, well organized, and highly self-motivated with ability to complete tasks correctly and in a timely manner.
• Ability to solve problems, oversee the resolution of tactical issues and make decisions promptly.
• Demonstrate strength in building effective teams and developing direct reports and others.
• Ability to work at minimum 45-50 hours per week to meet the standards and business needs of the department.
• Team management, including team workload and capacity management, and team performance and metrics (such as cycle time, issued rate, and persistency)
• Personnel management, including team and individual performance (goals, metrics, individual development plans, general performance management and individual workload management).
• Proficiency in Annuity product knowledge and guidelines.
• Knowledge of Annuity forms and their requirements.
• Responsible for collaboration across enterprise-wide teams.
• Ability to communicate professionally and clearly in speech and in writing. Skill in explaining complex information with patience and in simple, understandable ways.
• Experience using computers including PC applications such as MS Word, MS Excel, or Outlook.

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