Associate Director, Case Relationship Management

Corebridge Financial•Houston, TX

4d•Hybrid

About The Position

This team member 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. They are 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.

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

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.