Agency Team Lead

Athene•West Des Moines, IA

About The Position

The Agency Services Team Lead partners with leadership to support the daily operations of the Agency Services team by driving operational excellence, employee development, and exceptional customer experiences. This role assists with onboarding, coaching, workload management, and performance monitoring while ensuring service level agreements (SLAs), key performance indicators (KPIs), and quality standards are consistently achieved. As a subject matter expert, the Team Lead champions continuous improvement by leveraging data, technology, and AI-enabled tools to enhance operational efficiency, improve the employee experience, and simplify interactions for producers, partners, and internal customers.

Requirements

Bachelor's degree OR equivalent combination of education and work experience required.
Minimum of 3+ years of related professional experience required.
Strong analytical, problem-solving, organizational, and communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Experience using operational metrics and data to drive performance and decision-making.
Intermediate to advanced proficiency in Microsoft Office Suite.

Nice To Haves

Leadership, coaching, or Team Lead experience preferred.
Experience with life and annuity products and systems preferred.
Experience participating in process improvements, system implementations, or cross-functional projects preferred.
Familiarity with AI-enabled tools, automation, or digital customer service technologies is a plus.

Responsibilities

Support daily department operations to ensure KPIs, SLAs, quality standards, and customer experience goals are met.
Assist with onboarding, coaching, mentoring, and developing team members to drive performance and engagement.
Monitor operational metrics and identify trends, risks, and opportunities for improvement using reports and analytics.
Serve as the primary escalation point for complex customer and producer inquiries.
Lead and support process improvement initiatives that increase efficiency and enhance the customer experience.
Champion the adoption of AI-enabled tools, automation, and knowledge resources to improve productivity and service delivery.
Serve as a technical resource and partner with Operations, Technology, Quality, Training, and Compliance to implement process and system improvements.
Participate in projects, system enhancements, and business initiatives while representing Agency Services.
Ensure adherence to company policies, regulatory requirements, and operational controls.
Document processes, communicate updates, and support a culture of accountability, innovation, and continuous improvement.