AVP, Retirement Plan Services Call Center

Lincoln Financial•Charlotte, NC

2d•$120,375 - $192,600•Remote

About The Position

In the AVP, Retirement Plan Services Call Center role, you will provide leadership, coaching and functional expertise to the call center team to ensure a positive experience for our Retirement Plan Services participants and partners. You will contribute to developing strategies that have substantial impact on the success & delivery of client service operations and that enhance customer experience. As an AVP, Call Center, you will be responsible for the planning and oversight of multiple teams within the RPS Operations call center. You and your leaders will support teams that handle inquiries and interactions from participant and financial professionals, provide web technical support and research. You will work with Directors and Managers to set strategy, manage workload, and drive re-engineering efforts.

Requirements

4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's)
10+ Years experience years in a Client Services and/or Call Center leadership role that directly aligns with the specific responsibilities for this position, including 5+ years of managerial, supervisory, and/or demonstrated leadership experience including influencing senior management/critical stakeholders experience
Retirement experience
Experience managing people leaders
Operational Leadership Experience – setting Key Performance Indicators, managing workload/staffing models, managing departmental performance
Strategic Planning/Execution

Nice To Haves

Process re-engineering experience
Experiencing managing strategic partnerships
Managing/leading teams that are in office, hybrid and fully remote
Bilingual (Spanish)

Responsibilities

Lead a dynamic team in an environment that is constantly changing.
Provide training and development opportunities, including stretch assignments, for team members while providing honest and open feedback to aid in the development of talent.
Direct and evaluate individual/team performance and take appropriate action to meet and/or exceed performance standards for assigned areas of responsibility.
Hold leaders and the team accountable for staffing, capacity, attendance, engagement and consistent execution.
Own the numbers – service level, abandon rate, average speed to answer, quality, productivity, customer satisfaction, establish clear targets and quickly address gaps.
Direct, establish and implement priorities, performance goals and objectives to ensure the departmental results are met while evaluating performance and taking appropriate action to meet or exceed performance standards.
Provide strategic leadership and direction to continually improve the capabilities and results for your area while contributing to strategic creation.
Develop, maintain and analyze appropriate metrics and control mechanisms for operations including using data and analysis to improve business results by targeting opportunities and process improvements within the call center team.
Build strong working relationships with key internal/external stakeholders to effectively understand and anticipate projects, products or regulatory changes which may impact operations.
Be responsible for developing and managing the budget for your area.
Create a culture where leaders don’t just report problems, but rather own solutions expecting clear action plans, deadlines, measurable outcomes and follow-through on process improvements and root cause resolution to improve customer experience.
Cultivate and manage offshore strategic partnerships, fostering strong vendor relationships to enhance talent delivery, improve operational efficiency, and support scalable business growth.