Supervisor Annuity New Business

Pacific Life • Omaha, NE

7d • 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 Annuity New Business Supervisor to join our Annuity New Business team in Newport Beach, CA or Omaha, NE. As an Annuity New Business Supervisor, you’ll move Pacific Life, and your career, forward through service excellence in quality and efficiency of processing, meeting established service level commitments, and leading positive interactions with customers. Our team plays an important role in impacting our clients’ choice to conduct their business through Pacific Life. You will fill a new role that sits on a team of 48 people in the Consumer Market division. Your colleagues will include fellow Core Operations professionals.

Requirements

• 5 years of supervisory experience (or demonstrated progressive leadership experience) within the financial services industry, preferably within an Operations environment.
• Experience to include: Customer-focused mindset and demonstrated experience guiding successful customer service experience.
• 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.

Nice To Haves

• College degree and/or equivalent experience preferred.

Responsibilities

• Team Performance and Development Team meets established performance expectations for productivity, service quality, policy adherence and demonstration of core skills and competencies.
• Supports staff with resolution of complex or escalated customer issues, using defined handling guidelines.
• Monitors workflow, productivity, and quality within team; Demonstrates awareness of workflow impacts and ability to adapt team activities accordingly.
• Identifies opportunities for successful resource sharing among peer processing teams and departments.
• Develops organizational bench-strength by accelerating abilities of top performers, broadening the professional skills of mid-performers, and defining action plans to hold lower performers accountable to meeting standards.
• Leveraging “Leader as Coach” competencies, conducts monthly 1:1s with all team members to discuss performance and development opportunities.
• Provides additional informal “on the job” (integrated) coaching through regular work observation and review.
• Ensures staff have time and resources available to work towards development objectives.
• Performs staff check-ins and performance reviews by established HR timeframes
• Fosters inclusion, positive morale and working relationships within team.
• Actively promotes a balance between supporting the customer (SLA metrics) and the employee experience (development, work life balance).
• Leads regular team meetings, promoting clear communication, collaborative discussion and helping team positively adapt to change.
• Seeks opportunities to reward and recognize staff achievements and desired behaviors.
• Creates a visible, daily presence and engagement with hybrid and remote staff, both while in-office and when working from home.
• Provides candidates with clear overview of position and benefits; Identifies candidates well matched for the organization’s culture and who possess the right skill set for long-term career success.
• Effectively assimilates new team members, helping them understand role, responsibilities, and purpose.
• Utilizes onboarding tools effectively to monitor new hire success.
• Ensures staff responsible for delivering training are skilled, prepared, and support a positive learning experience.
• Collaborates with department training partners through all phases of staff training, supporting established learning and onboarding initiatives.
• Participates in training modules as assigned.
• Supports the development of newly onboarded Supervisors by modeling and providing guidance on best practices around supervision and department functions.
• Participates in assigned projects, committees, etc. by impactfully contributing to discussions and outcomes, ensuring department needs are addressed, meeting deadlines, and communicating to impacted stakeholders.
• Proactively identifies and communicates trends impacting team’s ability to meet core performance objectives, providing recommendations for improvements to direct leader.
• Makes recommendations to Knowledge Management partners for procedural updates that can improve service, processes, efficiency, or clarity for department and/or partner Operations teams.
• Collaborates and communicates effectively with peers (within and outside of team) and cross-organizational business partners.
• When working with customers and employees, refers to and supports third party service providers as if they are an extension of Operations.
• Adheres to Operations’ and Pacific Life’s policies, supporting organizational objectives.
• Meets target deadlines for personal check-ins and evaluations.
• Takes ownership of learning opportunities related to leadership attributes.
• Collaborates with Manager to identify growth opportunities and craft meaningful SMART goals.
• Comes prepared for coaching sessions.
• Follows through on action plans.
• Stays current on departmental processes and initiatives to best support staff and department.

Benefits

• Prioritization of your health and well-being including Medical, Dental, Vision, and a 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: Mid Level
• Number of Employees: 1,001-5,000 employees