Director, Annuity Customer Contact

Sammons Financial Group • West Des Moines, IA

47d

About The Position

Lead, set strategic direction and develop Annuity Customer Contact managers and team members in a multi-company/multi-site environment. Ensure that efficient, compliant and high quality service is delivered to our customers. This includes overseeing the dissemination of information on the company in force block of business across all operating systems. Drive individual and team performance to meet stated key productivity indicators (KPIs) while continuously driving for efficiency gains and improvements to overall ease of doing business for our customers.

Requirements

• Knowledge of Administration functions and how the functions inter-relate with our Agent Field Force, policy owners and other key areas of Sammons Financial Group
• Effective leadership, management, decision-making and motivational skills
• Strong interpersonal skills for relationship building, exhibiting a strong emotional intelligence
• Excellent communication skills, including listening, oral and written
• Proven ability to lead multi-facetted business needs and diverse processes
• Demonstrated flexibility in coping with changing business environments
• Strong analytical skills
• Proven track record of critical thinking and problem resolution skills
• Demonstrated ability to act independently within the context of corporate goals
• Strong project management skills
• Demonstrated expertise in Sammons Financial Group operating procedures and policies
• Some travel may be required
• Criminal background check is required.

Nice To Haves

• Bachelor's Degree or equivalent work experience Preferred
• Minimum 5 years' annuity and/or life leadership experience Preferred
• Minimum 5 years' call center leadership experience Preferred
• ALHC Preferred
• FLHC Preferred
• AAPA Preferred
• FLMI Preferred

Responsibilities

• Inspire and promote high performance and employee engagement in a fast paced, ever-changing, demanding environment.
• Develop Customer Contact teams individual and team KPIs and goals that align with the departmental, divisional, and Sammons Financial Group Companies (Sammons Financial Group) objectives. Ensure goals are compelling and transparent in order to drive understanding, ownership and commitment from the team members. Goals and targets should be continuously evaluated and adjusted to ensure a culture of high performance is maintained within the team.
• Utilize various leadership tools, including, KPIs and targets, service level agreements (SLAs), visual management techniques (e.g. huddle boards), daily and weekly planning and prioritizing, team problem solving and standard work (e.g. best practices) to ensure stated goals and objectives are achieved.
• Monitor weekly reports of processed and carryover department work activity, and work with department managers and teams to correct problems identified by these reports.
• Develop and coach managers and employees with a focus on the development of future leaders.
• Build strong relationships with internal teammates at all sites and the multiple field forces we serve.
• Oversee partnerships with key third-party vendors.
• Review and approve budgets for department cost centers, effectively balancing costs with services provided.
• Provide oversight for establishing, documenting and maintaining departmental procedures.
• Create and maintain a departmental environment which embraces the corporate core values, Sammons Culture Series (SCS) principles, and emphasizes our culture.
• Drive and reinforce commitment to operational, financial and internal controls processes such as those under Model Audit Rule and Record Information Management.
• Oversee the functionality and use of various call center technology including website, IVR (Interactive Voice Response), etc. to ensure these tools meet our needs.
• Balance all business decisions weighing the cost benefits of each to ensure that cost effective solutions are reached.
• Coordinate and perform required Human Resource functions for all supervised employees. This includes but is not limited to hiring, training, motivating, salary and bonus administration as well as disciplinary actions.

Benefits

• Sammons Financial Group offers a competitive benefit package that includes: Health, Dental, Vision, Company Paid Retirement, PTO and Holiday Pay.
• Our Employee Stock Ownership Plan (ESOP) is a 100% company-funded retirement plan, so you can save for retirement without contributing a penny of your own paycheck.
• Healthy balance between work and personal lives. Friday afternoons off all year long, competitive PTO, and generous number of paid holidays.
• Our incentive program for defined goals subject to eligibility and performance. Monetary rewards are based on individual and/or overall company performance.
• Colleagues who support one another, model our core values, and drive our healthy, high-performing culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees