Operations Relationship Manager

Transamerica•Cedar Rapids, IA

3d•$75,000 - $90,000•Hybrid

About The Position

The Operations Relationship Manager is responsible for enhancing the service experience of operational transactions for our key distributor firms and advisors. Partners with the business development team, wholesaling staff, key distributors, and crossfunctionally within Transamerica to provide continous improvements for pre-sale and post-issue services. Addresses distributor operational needs to enhance sales opportunities. Leads a team responsible for improving service resolution time, enhance advisor loyalty, and improve customer satisfaction. Collaborates the Administrative Services organization to recognize trends, resolve systemic issues, and drive procedure improvements.

Requirements

Bachelors degree in a business field or equivalent experience.
Five years of life insurance, annuity, retirement plans, or financial services experience.
Five years of customer service/relationship building experience.
Excellent written and verbal communication skills.
Strong analytical and problem solving skills.
Ability to establish and influence business relationships.
Ability to work on teams, and independently, in a fast paced environment.

Nice To Haves

Expert understanding of the life insurance, annuities, retirement plans, broker-dealer operations, and experience serving distributing intermediaries.
Knowledge of Transamerica and partner firm products.
Familiarity with service provider products.

Responsibilities

Enhance relationships with key service providers and vendors, customers, financial advisors, wholesaling staff and distributor contacts.
Provide proactive and regular communication of changes to policies and procedures, project initiatives, and performance metrics.
Drive operational processing improvements based on analysis of business trends from the team and feedback from sales and distributors.
Understand the operational needs of key distributors and represent their views in project prioritization discussions.
Work with Operations Relationship Support team to fully resolve both pre-sale and post-sale escalated service issues efficiently, perform root cause analysis, communicate resolution on issues and take actions toward service recovery.
Provide oversight of service providers and vendors, and appropriate feedback based on key metrics and service level results.
Evaluate various forms of media and communications, including but not limited to service forms, statements, and website experience for customers and financial advisors, and making appropriate recommendations/updates accordingly.
Serve as a steering committee member to develop and maintain financial advisor and distributor experience surveys/feedback.
Lead Operations, key service providers and vendors, and other service organization changes based on feedback received.
Provide guidance to key service providers, vendors, and other service organization employees regarding successful operational relationship management, problem resolution, and service excellence.
Develop network of contacts with key service providers, vendors, Transamerica sales, Transamerica service, and partner firms.

Benefits

Competitive Pay
Bonus for Eligible Employees
Benefits Package
Pension Plan
401k Match
Employee Stock Purchase Plan
Tuition Reimbursement
Disability Insurance
Medical Insurance
Dental Insurance
Vision Insurance
Employee Discounts
Career Training & Development Opportunities
Health and Work/Life Balance Benefits
Paid Time Off starting at 160 hours annually for employees in their first year of service.
Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).
Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars
Parental Leave – fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.
Adoption Assistance
Employee Assistance Program
Back-Up Care Program
PTO for Volunteer Hours
Employee Matching Gifts Program
Employee Resource Groups
Inclusion and Diversity Programs
Employee Recognition Program
Referral Bonus Programs