Director, Experience Center Operations

Security Benefit Business Services / Everly Life•Overland Park, KS

1d•Hybrid

About The Position

Security Benefit is a leader in the U.S. retirement market with more than $55 billion in assets under management. We offer opportunities to thrive, innovate, and make an impact. As part of our team, you’ll play a key role in driving the future of the U.S. retirement industry. Security Benefit is a PLACE where we promise to help our customers To and Through Retirement®. We’re proud to have been recognized as one of the best in the business: Named to Ward’s 50 list of top-performing life-health insurance companies Recognized on list of Ingram’s Top 100 Private Companies in the Kansas City area in 2024. The Director of Experience Center Operations will lead a high‑complexity, service‑focused call center supporting clients, financial advisors/agents, and distribution partners across annuity and retirement plan books of business. This role oversees a team of approximately 50 associates, including supervisors and a trainer, ensuring exceptional service delivery, operational efficiency, and compliance with industry and regulatory standards. The ideal candidate brings deep experience managing sophisticated service environments, strong operational discipline, and a passion for developing high‑performing teams in a fast‑paced, relationship‑driven business. This role will be instrumental in formation and implementation of a new experience center supporting service delivery excellence.

Requirements

Bachelor’s degree in Business, Finance, Operations, or related field (Master’s preferred).
8+ years of operations leadership experience, with at least 5 years managing a call center or service organization of comparable scale.
Experience in financial services, retirement plans, annuities, insurance, or a related regulated industry.
Strong knowledge of financial products, advisor/agent support models, and distribution channels.
Exceptional leadership, communication, and strategic problem-solving skills.
A demonstrated commitment to exceptional customer service.

Nice To Haves

Experience supporting financial planners and agent distribution networks.
Background leading transformation initiatives or implementing new technologies.
Certifications in Lean, Six Sigma, or call center management best practices.

Responsibilities

Provide strategic direction for the call center, driving performance, service quality, and continuous improvement.
Lead daily operations, ensuring efficient handling of high‑complexity inquiries related to financial products, annuities, suitability, licensing, applications, and client, advisor/agent, and distribution partner support.
Establish KPIs and performance targets, using data to identify trends, opportunities, and operational enhancements.
Execute workforce planning, capacity management, and staffing strategies to meet service-level goals.
Lead, coach, and develop a team of ~50 associates, including supervisors and support staff.
Foster a culture of accountability, empowerment, and customer-focused excellence.
Implement robust training, onboarding, and ongoing development programs to maintain technical expertise in retirement plans and annuity products and servicing.
Partner closely with HR to drive engagement, talent development, and retention strategies.
Ensure adherence to applicable financial services regulations, compliance requirements, and internal policies.
Oversee quality monitoring and feedback processes to consistently elevate service delivery.
Collaborate with Legal, Compliance, and Risk partners to proactively identify and mitigate potential risks.
Serve as a key liaison with Technology, Product, Sales, Distribution, Operations, and Executive Leadership teams.
Work directly with financial advisors, agents, and third‑party partners to resolve escalations and improve processes.
Partner with technology teams to enhance systems, tools, and workflow automation supporting advisor/agent and client experiences.
Lead initiatives to enhance customer and advisor/agent satisfaction, streamline workflows, and remove friction points.
Implement best practices in call center technology, omnichannel support, and digital engagement.
Drive process optimization, using Lean or Six Sigma methodologies where appropriate.

Benefits

Competitive salary and annual incentive bonuses to reward your contributions.
33 days of paid time off (including PTO, holidays, Volunteer Day, and days of significance).
Paid parental leave after 90 days of service.
Comprehensive medical, dental & vision insurance.
401(k) with company match, plus Profit Sharing & Savings Plan.
Short- and Long-Term Disability Insurance to give you peace of mind.
Flexible Spending Accounts for medical and dependent care.
Life Insurance to protect your loved ones.
Educational assistance to support your career development.
Associate assistance programs for your personal and professional well-being.