Operations Manager

Aspida Financial Services LLC•Durham, NC

23h•Hybrid

About The Position

This dynamic role is responsible for oversight of Aspida Operations. This individual will work closely with all departments in Operations including New Business/Premium Remittance, Licensing/Commissions, Client Support, Producer Support, and Claims. This is a hands-on managerial role in a growing organization. Individuals who will be successful in this role do not mind diving into the details and are willing to handle any and everything a team member on the frontlines may handle on any given day. This role will directly supervise leaders in each department so must have a strong coaching and motivation background. Individuals in this role must be a proactive problem solver with clear and concise communication skills. Must be highly motivated and energetic with the capacity to stay organized and retain many fine details and business rules for multiple departments. This role reports to the SVP, Chief Experience Officer and is required to be onsite 3 days a week at our Durham, NC headquarters.

Requirements

Bachelor’s Degree with a minimum of 3-5 years managerial experience. Contact center, insurance or financial industry experience required.
Extensive Annuity and Qualified/IRA plan experience.
Must have NC Life License
Clear and concise verbal and written communication skills.
Ability to thrive in a fast-paced team environment and maintain positive energy in the face of adversity.
Proven ability to motivate, lead and collaborate with others.
Strong PC skills including all Microsoft Office Software.
Demonstrate dependability and reliability.
Strong, empathetic leader.
Experience working on multiple projects at once.
Exceptional attention to detail.

Responsibilities

Act as expert within the operations team on industry trends and educate the appropriate departments on best practices, make process improvement recommendations, and work with department leads to develop metrics for turnaround time, volume, and accuracy.
Supervise operational performance of the contact center ensuring an extraordinary experience for all who engage with Aspida.
Maintain an in-depth working knowledge of all Aspida offerings, systems, processes, and business rules.
Handle escalated issues to completion ensuring internal and external customer satisfaction. Work closely with leads and frontlines to ensure collaboration between departments when facing escalations. Communicate through appropriate channels when challenges are discovered that will impact the success of Operations and Aspida. Provide remediation suggestions and be willing to monitor improvement process to completion.
Develop initiatives and goals that will challenge team members and motivate to success. Collaborate and coach department leads on performance, productivity, and quality of work.
Review and approve or deny client withdrawal requests ensuring no fraudulent activity red flags are present, client has been properly notified of any fees or tax implications, and withdrawal is within specifications for client’s contract.
Manage hiring process within Operations including reviewing resumes, screening applicants, and providing recommendations for hire to management.
Effectively mentor and develop employees through training, establishing objectives and communicating policies and procedures while building employee morale, motivation, commitment.
Take ownership and prioritize employee engagement and be an active participant in building Aspida workplace culture.
Lead and be an active participant in all Operations meetings, standups, and communications. Work to ensure all team members have the necessary knowledge needed to handle their responsibilities in fast, efficient, and accurate manner.