Manager, Annuity Inforce

Pacific Life•Omaha, NE

1d•$98,010 - $119,790

About The Position

Pacific Life is seeking a Manager of Annuity Inforce to join its Annuity Operations organization in Omaha, Nebraska. The role leads the Annuity Inforce Operations department, which reviews and processes a wide range of transactions across the annuity contract life cycle. Through quality and efficient processing, meeting service-level commitments, and positive customer interactions, the department contributes to the client experience and to clients’ decisions to do business with Pacific Life. Reporting to the AVP of Annuity Processing, the Manager ensures daily work objectives and departmental initiatives are met. The role oversees training, skill development, and performance for department staff, including Supervisors, and leads the team in delivering strong customer and employee experiences. Responsibilities also include managing vendor relationships, partnering across the organization to resolve escalations and improve customer and advisor experiences, and ensuring effective service delivery, regulatory compliance, operational controls, and continuous improvement.

Requirements

Customer-focused mindset and demonstrated experience guiding successful customer service experiences.
Demonstrated ability to motivate, develop, and direct multiple levels of employees, from entry-level to tenured, toward objectives involving accuracy, speed, service quality, professionalism, and skill building.
Strong knowledge of annuity insurance products and the systems used to support them.
Ability to maintain strong organizational skills in a high-volume, fast-paced environment under tight deadlines.
Strong critical-thinking and judgment skills, including comfort using call-center-related data to inform decisions.
Ability to plan, lead, and implement successful project outcomes within a team.
Excellent communication skills and ability to work successfully with a variety of internal and external customers.

Nice To Haves

Experience with risk-management oversight and state and federal annuity regulations as they pertain to annuity administration is highly desirable.
Direct experience with annuity operations, including contract servicing, customer service, producer support, or related operational functions.
Experience sourcing vendors and maintaining ongoing partnerships as an extension of Pacific Life.
Experience with quality management, workflow, call-recording, speech-analytics, case-management, sampling, or related technology.
Experience supporting significant process improvement, operating-model transformation, technology implementation, automation, or artificial intelligence initiatives.
Lean, Six Sigma, Quality Management, audit, risk, compliance, change-management, data-analysis, or project-management certification.

Responsibilities

Lead and oversee the Annuity Operations Inforce Processing team, ensuring service delivery and a positive customer experience.
Manage team performance, staffing, coaching, and employee development.
Ensure processing quality, regulatory compliance, and effective operational controls.
Drive continuous improvement, efficiency, and operational readiness.
Partner across the organization to resolve escalations and improve the customer and advisor experience.
Manage vendor relationships to ensure an effective partnership.
Ensure daily work objectives and departmental initiatives are met.
Oversee training, skill development, and performance of department staff, including Supervisors.

Benefits

Medical, dental, and vision coverage.
Wellbeing Reimbursement Account for the employee or eligible dependents.
Paid time off, holiday schedules, and Financial Planning Time Off.
Paid parental leave.
Adoption assistance program.
401(k) savings plan with company match and an additional contribution regardless of participation.
Additional incentive pay eligibility for most employees.

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