Manager, Operations Advisor Management

Pacific Life • Newport Beach, CA

11d • $121,770 - $148,830 • Hybrid

About The Position

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own. We’re actively seeking a talented Manager to join our multi-life/executive benefits Life Operations Advisor Management team in Newport Beach, CA or Omaha NE. This role is hybrid. We believe in empowering our employees to get work done both in and out of the office. As a manager you’ll move Pacific Life, and your career, forward by facilitating complex inquiries primarily, but not solely, for our Multilife business, which includes corporate-owned (COLI), corporate-sponsored and individually owned life insurance policies. You will ensure daily work objectives and departmental initiatives are met, while overseeing the training, skill development and performance of all department staff. You will fill a new role that sits on a team of 10 people in the Consumer Markets division.

Requirements

• 5 years of supervisory experience (or demonstrated progressive leadership experience) within the financial services industry, preferably within an Operations call center environment.
• Customer-focused mindset and demonstrated experience guiding successful customer service outcomes.
• Ability to motivate, develop, and direct multiple levels of employees (entry level to tenured) to meet performance objectives.
• Strong organizational abilities and abilities to meet department and corporate objectives in a fast-paced work environment.
• Skilled in problem-solving and resolving complex issues.
• Excellent written and verbal communication skills, and the ability to communicate with various levels of professionals.
• Ability to work effectively in a team supervision environment.
• 4-year degree or equivalent experience.
• Series 6 required.
• Series 26 required 6 months from hire.

Nice To Haves

• Experience with administering corporate-owned (COLI) and corporate-sponsored life insurance plans and policies.
• Knowledge of Life products, processes, and transactions with ability to confidently speak with internal and external customers, which may include participation in conference calls with producer offices and/or leadership.
• Experience interacting directly with financial professionals and insurance firm leadership.
• Experience using Microsoft Office applications, Customer Relationship Management platform, AWS, and workflow management platforms.

Responsibilities

• Analyzes escalated case submissions by thoroughly reviewing all necessary resources (customer communications, procedures, interviewing involved parties, etc.).
• Works closely with Sales partners to build and maintain strong business relationships, ensuring they have the support needed to serve their external customers and field teams effectively.
• Cascades objectives and information effectively, helping teams positively understand and adapt to change.
• Ensure team meets established performance expectations for productivity, service quality, complex or escalated case resolution, policy adherence and demonstration of core skills and competencies.
• Applies deep understanding of operational goals, systems, and processes to effectively lead the team.
• Clearly explains decision-making, including risk assessments and potential impacts.
• Ensures team workflows and service approaches align with tiered service model standards.
• Proactively communicates trends and challenges to leadership and takes action to address them.
• Identifies ways to improve service experience for customer groups.
• Leads effective calls/presentations with assigned customer group as assigned.
• Collaborates successfully with Operations Shared Services and the Customer Solutions teams to ensure quality review, training, documentation, project oversight, workflow and data development needs are moving forward to meet the complex needs of the department;
• Addresses ways to improve processes, efficiencies, or clarity for department and/or partner Operations teams.
• Oversees assigned licensed staff activities, including outside business, social media profiles, remote office expectations, and timely submission of brokerage account reporting, U4 changes.

Benefits

• Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents
• Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off
• Paid Parental Leave as well as an Adoption Assistance Program
• Competitive 401k savings plan with company match and an additional contribution regardless of participation

What This Job Offers

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