Director - Field Operations

Reliance Matrix • Tampa, FL

1d • Hybrid

About The Position

Position open to any Regional Sales Office. The Director, Field Operations leads the service support team within National and Middle Market, developing and monitoring performance metrics, fostering employee development, and ensuring seamless service for complex clients. Collaborates with National and Middle Market teams to achieve growth, persistency, and profitability goals. Operational: Assess areas of improvement such as training needs, team assignments, process enhancements, workflows, and performance management risks. Partner with National Accounts leaders to continuously evaluate staffing and training needs and opportunities to improve overall operating efficiency. Lead and participate in strategic initiatives and projects Manage Field operations Supervisor Provide training and on boarding support as needed Assist in the development of and adherence to Field Operations Standard Operating Procedures. Will ensure best practices and effective workflows within the regions are being utilized, including (but not limited to) all areas of, sales support, sold case, materials production and general office administration. Manage field operations for presale, post-sale production and team leaders, successfully meeting all required productivity, quality and operational metrics. Review reports to monitor performance metrics and supporting the team for workload balancing as needed. Provide leadership and guidance to ensure timely processing of all client issues related to pre-sale and post sale production. Communicate and provide accurate job descriptions as well as career path footprints for designated regional field operations. Leadership: Engages team members in talent management and development opportunities, and builds a positive and respectful work environment. Makes personnel decisions on hiring, firing, discipline, transfer, advancement and promotion in accordance with Company policies and procedures. Models and drives company values in the departments.

Requirements

• Bachelor’s degree in related field preferred
• 5 years’ experience with sales operations within a life insurance company.
• Proven success leadership role experience, including partnership management with other departments, as well as proficiency regarding core processes, systems and staff management.
• Life and Health licenses for assigned states preferred.
• Ability to thrive in a fast-paced, challenging and collaborative sales environment
• Strong organizational and time management skills, as well as the ability to work independently with minimal hands-on supervision.
• Commitment to continuous, ongoing improvement in the level of service provided by all sales, service and support staff within the assigned Regional Sales Office
• Excellent people skills, ability to develop strong working relationships with other departments and with outside vendors
• Ability to display and use excellent discretion and judgment.
• Strong overall focus on providing “best practices” sales, service and support to the assigned Regional Sales Office producer staff, brokers, clients and Administrative Office population.
• The candidate must be able to maintain confidential information
• Ability to Travel: Up to 25%

Responsibilities

• Leads the service support team within National and Middle Market.
• Develops and monitors performance metrics.
• Fosters employee development.
• Ensures seamless service for complex clients.
• Collaborates with National and Middle Market teams to achieve growth, persistency, and profitability goals.
• Assess areas of improvement such as training needs, team assignments, process enhancements, workflows, and performance management risks.
• Partners with National Accounts leaders to continuously evaluate staffing and training needs and opportunities to improve overall operating efficiency.
• Leads and participates in strategic initiatives and projects
• Manages Field operations Supervisor
• Provides training and on boarding support as needed
• Assists in the development of and adherence to Field Operations Standard Operating Procedures.
• Ensures best practices and effective workflows within the regions are being utilized, including (but not limited to) all areas of, sales support, sold case, materials production and general office administration.
• Manages field operations for presale, post-sale production and team leaders, successfully meeting all required productivity, quality and operational metrics.
• Reviews reports to monitor performance metrics and supporting the team for workload balancing as needed.
• Provides leadership and guidance to ensure timely processing of all client issues related to pre-sale and post sale production.
• Communicates and provide accurate job descriptions as well as career path footprints for designated regional field operations.
• Engages team members in talent management and development opportunities, and builds a positive and respectful work environment.
• Makes personnel decisions on hiring, firing, discipline, transfer, advancement and promotion in accordance with Company policies and procedures.
• Models and drives company values in the departments.

Benefits

• An annual performance bonus for all team members
• Generous 401(k) company match that is immediately vested
• A choice of three medical plans (that include prescription drug coverage) to suit your unique needs.
• For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
• Multiple options for dental and vision coverage
• Company provided Life & Disability Insurance to ensure financial protection when you need it most
• Family friendly benefits including Paid Parental Leave & Adoption Assistance
• Hybrid work arrangements for eligible roles
• Tuition Reimbursement and Continuing Professional Education
• Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays. As you grow with us, your PTO may increase based on your level within the company and years of service.
• Volunteer days, community partnerships, and Employee Assistance Program
• Ability to connect with colleagues around the country through our Employee Resource Group program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager