Agency Services Manager

Symetra•,

9d•Remote

About The Position

Symetra is seeking an Agency Services Manager to lead Contracts & Licensing operations, quality assurance, and training. Reporting to the AVP, Agency Services, the role leads Unit Managers and directly manages two Contracts & Licensing trainers. The teams support onboarding, contracting, licensing, appointments, and ongoing service for financial professionals and distribution partners across Symetra’s Life, Retirement, and Benefits businesses. The position combines operational leadership with participation in strategic initiatives and transformation. The manager develops leaders, oversees service and quality performance, guides employee training and readiness, translates strategy into execution, manages budgets and resources, and represents Agency Services in cross-functional and leadership forums.

Requirements

Significant, progressive experience in service or operations leadership, including demonstrated success managing and developing other people managers.
Experience improving service, quality, and team performance in a complex operational environment, with an understanding of controls and compliance expectations.
Experience leading cross-functional initiatives and implementing process or technology changes with measurable results.
Strong business and financial acumen, including experience using performance data, managing budgets, and making staffing or resource decisions.
Clear, confident communication skills and the ability to build credibility, influence across teams, and represent a function with senior leaders and business partners.
Proactive ownership and dependable follow-through, including anticipating needs, making sound decisions, keeping others informed, and driving work to completion.
Commitment to developing people, learning the business, and adapting as priorities evolve.
A college degree or equivalent relevant work experience.
Must be authorized to work in the United States at hire and maintain work authorization throughout employment; employer visa sponsorship and support are not provided.
For remote work, internet must provide at least 100 Mbps download and 20 Mbps upload via fiber, cable, or DSL; satellite, cellular broadband, other wireless technology, and wired dial-up are not permitted.

Nice To Haves

Experience in life insurance or annuity operations, particularly producer contracting, licensing, or appointments.
Familiarity with independent marketing organizations, broker general agencies, or broker-dealer distribution channels.
Experience overseeing operational quality assurance, training programs, or workflow modernization.

Responsibilities

Coach and develop front-line managers and directly lead two trainers; set expectations, provide feedback, address performance, create development plans, and build leadership capability.
Lead contracting and licensing operations through managers, ensuring timely and accurate service and responding to staffing, capacity, and service needs.
Oversee quality assurance for Contracts & Licensing and use findings to strengthen controls, reduce rework, and improve processes.
Partner with Compliance, Legal, and other teams to maintain effective procedures and ensure corrective actions are completed.
Guide trainers in employee onboarding, ongoing learning, cross-training, and support for new technology, processes, and ways of working.
Use quality findings and business needs to set training priorities and improve employee performance.
Partner with the AVP on growth and transformation initiatives, translating strategy into plans, owners, milestones, and outcomes.
Lead cross-functional work and prepare teams for changes in products, processes, and technology while maintaining day-to-day service.
Prepare and manage operating budgets, monitor expenses, explain variances, and make staffing, capacity, and resource recommendations.
Prioritize competing demands and make trade-offs across service, quality, cost, and change delivery.
Build relationships across Distribution, New Business, Technology, Product, Finance, and other teams.
Represent Agency Services in leadership and cross-functional meetings, including on behalf of the AVP; make decisions within delegated authority and communicate progress, risks, and decisions.