Associate Director, Case Relationship Management

Corebridge Financial • Houston, TX

2d • Hybrid

About The Position

At Corebridge Financial, we believe action is everything. That’s why every day we partner with financial professionals and institutions to make it possible for more people to take action in their financial lives, for today and tomorrow. We align to a set of Values that are the core pillars that define our culture and help bring our brand purpose to life: We are stronger as one: We collaborate across the enterprise, scale what works and act decisively for our customers and partners. We deliver on commitments: We are accountable, empower each other and go above and beyond for our stakeholders. We learn, improve and innovate: We get better each day by challenging the status quo and equipping ourselves for the future. We are inclusive: We embrace different perspectives, enabling our colleagues to make an impact and bring their whole selves to work.

Who You'll Work With
Financial security brings the confidence of knowing your family is protected. By including life insurance as part of a holistic financial plan, individuals and families can be prepared for the unexpected. Our life insurance products help ensure our policyholders' loved ones are ready for the future. We take pride in knowing our policyholders trust us to provide valuable protection for themselves and their family. With a broad portfolio of products and solutions, distributed through a multichannel network built on a wide range of long-standing relationships, we empower our distribution partners with the insights and resources to help their clients take action in their financial lives. Corebridge Financial helps people make some of the most meaningful decisions they’re ever going to make. We help them plan and take action to protect the future they envision and respond to some of life’s most difficult moments through the solutions and services we provide. We do this through our broad portfolio of life insurance, retirement, and institutional products, offered through an extensive, multichannel distribution network. We provide solutions for a brighter future through our client centered service, breadth of product expertise, deep distribution relationships, and outstanding team of hardworking and passionate employees.

Requirements

• Strong leadership skills to lead and influence without direct authority.
• Strong communication and interpersonal skills, with a demonstrated ability to work across distribution channels and customer groups, business functions and teams that are geographically dispersed.
• Able to deal with difficult and challenging situations.
• 3+ years of demonstrated ability to lead, motivate and gain commitment and trust from direct reports & colleagues to develop high performing teams.
• Hands-on collaborative style of working with groups up to 10 is essential.
• Proficient knowledge and understanding of life insurance distribution (multiple channels) processes.
• Understands vendor fulfillment and submission processes
• Ability to navigate a complex organization structure to locate information and solve problems based on varying levels of urgency and priority.
• Working knowledge of Microsoft Office and other systems and/or software used for policy administration, communication, , spread sheeting, web platforms, and other enabling tools critical to successfully leading a team
• Bachelor's degree or equivalent years of work experience.

Nice To Haves

• Thorough knowledge of Distribution Services principles & strategies, all Life products, Operational and business processes preferred.

Responsibilities

• Manages a team or teams of 7-12 Case Relationship Managers ensuring all service level agreements and targets are achieved for assigned agencies, accounts and corresponding cases daily.
• Responsible for executing business strategies to ensure alignment with the planned operational experience for each distribution partner.
• Coordinate across internal teams for escalated case level or trending operational issues.
• Maintain frequent communication with external key relationships to resolve case escalations, discuss operational trends, build and manage relationships.
• Periodically review processes and skill assessment within the team to identify potential process and technical improvements.
• Proactively manages Case Relationship Manager teams maintaining awareness of metrics for each relationship assigned to each CRM, identifying trends for ‘at risk’ business and relationships.
• Maintain customer experience optimization by way of solving problems, managing internal and external communications, and driving to specific outcomes relating to each account assigned to CM/ARR.
• Plans, manages and evaluates work of staff, as well as make decisions regarding pay, performance management, employment and staffing.
• Enforces compliance with company policies and effect disciplinary measures on violations
• Proactively maintains alignment of business and Distribution Services strategies with other key business functions such as Sales and Marketing, Information Technology, UW, LC&C and Operations.
• Manage and champion team and individual engagement, as well as leadership and personal development.
• Evaluates and recommends changes to Distribution Services operational methods and procedures; develops, recommends and implements new procedures to improve unit operations focusing on relationship drivers and near-term goals ensuring operational experiences are aligned with expectation.

Benefits

• Health and Wellness: We offer a range of medical, dental and vision insurance plans, as well as mental health support and wellness initiatives to promote overall well-being.
• Retirement Savings: We offer retirement benefits options, which vary by location. In the U.S., our competitive 401(k) Plan offers a generous dollar-for-dollar Company matching contribution of up to 6% of eligible pay and a Company contribution equal to 3% of eligible pay (subject to annual IRS limits and Plan terms). These Company contributions vest immediately.
• Employee Assistance Program: Confidential counseling services and resources are available to all employees.
• Matching charitable donations: Corebridge matches donations to tax-exempt organizations 1:1, up to $5,000.
• Volunteer Time Off: Employees may use up to 16 volunteer hours annually to support activities that enhance and serve communities where employees live and work.
• Paid Time Off: Eligible employees start off with at least 24 Paid Time Off (PTO) days so they can take time off for themselves and their families when they need it.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree