AVP, Multi-Life Operations
About The Position
Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own. We’re actively seeking a talented Assistant Vice President of Multi-Life New Business and Operations. This leader will be responsible leading and optimizing all functions related to Multi-Life operations, including new business processing, customer service, policy administration, account management and service delivery. This role ensures operational excellence, regulatory compliance, and a superior customer experience while driving efficiency and scalability across processes. This position can be based in Charlotte, NC or Omaha, NE, and is onsite four days a week.
Requirements
- Strategic thinking, cross-functional influence, confident communication, and crisis/escalation management.
- 8–10+ years in Operations/Customer Success, with 5+ years in Multi-Life product line operations.
- FINRA Series SIE, Series 6, and state insurance licensing.
- Extensive experience in Life Insurance operations across the entire product lifecycle.
- Deep understanding of Multi-Life business complexities and their application to provide superior ongoing operational support.
- Proven experience in developing, managing, and leading cross-functional operations teams.
- Demonstrated ability to create visions, strategies, and roadmaps that achieve goals and outcomes.
- Ability to collaborate with and influence cross-functional leaders.
- Exceptional skill in working with and analyzing KPIs to guide decision making.
- Keen understanding of what drives customer satisfaction in allocating resources and priority setting.
Nice To Haves
- Bachelor’s degree preferred
Responsibilities
- Own the end-to-end new business and operations functions that support our Multi-Life product.
- Lead a cross-functional team responsible for all operational aspects of the Multi-Life business, building and developing a high-performing team with robust succession planning.
- Serve as the operational owner for key accounts, acting as the escalation point and managing QBRs/MBRs and service-level commitments. Proactively engage clients to meet or exceed expectations for Multi-Life business support.
- Translate customer feedback into operational improvements, driving a VOC-to-action pipeline.
- Manage departmental budgets, ensuring expenses align with product allowables .
- Define and track metrics (e.g., Objectives & Key Results) to focus on business value realization throughout the product lifecycle, including user satisfaction, performance, and team health.
- Coach and mentor the team to deliver high-quality customer engagement and superior support for new business and I nforce transactions.
- Collaborate with the Executive Sponsor to define for the evolution of Multi-Life customer experience, aligning business and technology strategies.
- Drive launch readiness and lifecycle operations for new products or enhancements.
- Collaborate across CMD with product, sales, underwriting, marketing to ensure successful support throughout the product lifecycle.
- Maintain compliance with industry regulations (FINRA, State Regs). Manage risk and business continuity (vendor risk, key-person risk, etc.).
Benefits
- Your Benefits Start Day 1
- Your wellbeing is important to Pacific Life, and we’re committed to providing you with flexible benefits that you can tailor to meet your needs.
- Whether you are focusing on your physical, financial, emotional, or social wellbeing, we’ve got you covered.
- Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents
- Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off
- Paid Parental Leave as well as an Adoption Assistance Program
- Competitive 401k savings plan with company match and an additional contribution regardless of participation
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What This Job Offers
Job Type
Full-time
Career Level
Executive
