Operations Manager - Customer Engagement Center
About The Position
At OneAmerica Financial, our purpose is to create more certainty for our customers that leads to better moments, every day. Our commitment is to advance stability and growth in every solution and relationship. We deliver financial strength that builds for generations, and we are always aspiring, looking ahead, and collaborating to achieve more, together. Come be a part of this journey with us as we champion lives! Job Summary The Operations Manager leads teams by translating strategic goals into actionable operational processes, ensuring alignment with the Empowerment With Accountability (EWA) framework. This role is pivotal in optimizing customer experience, maintaining performance standards, and fostering associate development across multiple functional areas. The Operations Manager oversees operations within the Individual Life Financial Services (ILFS) environment, which includes diverse systems, products, and companies-ranging from legacy contracts to newly issued products. Effective communication across all organizational levels and with external stakeholders is essential. What you will do: This role will support our Customer Engagement Center Team within our Individual Life Financial Services (ILFS) business area. This includes the following:
Requirements
- College degree in Business Administration, Insurance, or related field required.
- 3-5 years of experience in management role with direct reports
- 2-3 years of call center experience
- Strong leadership and team management skills
- Excellent analytical, problem-solving, and decision-making abilities
- Deep understanding of insurance processes and regulatory requirements
- Proficiency in operational software and data analysis tools
- Exceptional communication and interpersonal skills
- Equivalent combinations of education and experience considered
Nice To Haves
- Experience with Five9 phone system preferred but not required
Responsibilities
- Coaching, mentoring, workforce development
- Ensuring Team is properly staffed
- Ensures associates are trained properly
- Drives efficiencies and process improvement
- Integrating EWA into daily operations
- Managing escalations and resolving issues
- Aligning team capabilities with forecasted volumes
- Achieving service level and performance metrics
- Supporting peers and cross-functional collaboration
- Monitors call quality
- Leading or contributing to projects and process improvements
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Industry
Funds, Trusts, and Other Financial Vehicles
Number of Employees
1,001-5,000 employees
