Manager Post Issue Processing

Athene • West Des Moines, IA

11d

About The Position

We are driven to do more. More for our customers and the financial professionals who offer our products. If you are driven to do more and love the challenge of pursuing more, Athene is your kind of company. You will find we offer more than the basics to create an inclusive and dynamic work environment at our various locations. Purpose: We are seeking an experienced and results-driven Manager to lead within our Post-Issue Processing organization. This leader will play a critical role in driving operational excellence, supporting and executing change initiatives, and enhancing the end-to-end customer experience. This role requires a proven people leader who is comfortable challenging the status quo, collaborating across functions, and delivering measurable improvements in efficiency, quality, and customer outcomes. The ideal candidate brings strong emotional intelligence, exceptional communication skills, and a track record of supporting operational improvements and change initiatives with a relentless focus on the customer.

Requirements

• Bachelor’s Degree or equivalent experience.
• Manager: 2+ years of indirect or direct people leadership experience and 3-5 years professional experience.
• 3+ years of experience in operations, preferably within insurance, annuities, financial services, or a highly regulated environment
• Demonstrated experience executing and supporting operational change, transformation initiatives, or continuous improvement efforts
• Proven track record of leading or executing projects involving technology, automation, or efficiency improvements
• Experience improving customer experience outcomes (e.g., reducing turnaround times, improving quality, resolving customer pain points)

Responsibilities

• Lead, coach, and develop a team of frontline processors through ongoing operational and organizational change
• Foster a high-performance culture focused on accountability, engagement, continuous improvement, and customer-centric thinking
• Provide strong emotional intelligence–based leadership to support team members through change while reinforcing the impact of their work on customer experience
• Champion a customer-first mindset across the team, ensuring decisions and processes prioritize ease, accuracy, and timeliness for customers
• Identify pain points in the post-issue customer journey and drive execute on improvements that enhance satisfaction and reduce friction
• Leverage customer feedback, complaints, and operational insights to inform process improvements and service enhancements
• Ensure team members understand how their roles directly impact customer outcomes and brand reputation
• Drive productivity, quality, service levels, and customer experience outcomes across post-issue processing functions
• Identify opportunities for process optimization and efficiency gains while improving accuracy and turnaround times for customers
• Establish and monitor KPIs, including customer-centric metrics (e.g., turnaround time, error rates, customer satisfaction drivers)
• Support transformation initiatives, including process redesign, automation, and technology implementations that improve both efficiency and customer experience
• Identify opportunities to improve processes, reduce complexity, and enhance the customer journey
• Partner with cross-functional teams (IT, Operations Support, Compliance, Legal, Customer Service Contact Center, etc.) to deliver impactful, customer-focused change and service improvements
• Successfully lead or contribute to large-scale projects, particularly those involving technical enhancements or workflow efficiencies that improve customer outcomes
• Ensure initiatives are delivered on time, within scope, and with measurable business and customer impact
• Communicate effectively across all levels of the organization, ensuring transparency, alignment, and a clear connection to customer impact
• Partner and engage with stakeholders to drive adoption of new processes and customer-focused solutions
• Translate complex operational or technical concepts into clear, actionable messaging that reinforces customer value

What This Job Offers

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