Supervisor, Life Inforce Services

Pacific Life • Charlotte, NC

1d • Hybrid

About The Position

Pacific Life is seeking a talented Supervisor to join its Life Inforce Operations team in Charlotte, NC. This role is crucial for delivering service excellence in quality and efficiency of processing, meeting established service level commitments, and fostering positive customer interactions. The Supervisor will oversee 10-12 staff members within the Life Inforce Processing Team, part of the Consumer Market Division. This team is responsible for managing maintenance and service requests on inforce life insurance policies, including processing financial transactions (e.g., withdrawals, surrenders) and non-financial updates (e.g., address changes, beneficiary updates, policy change requests). The team collaborates directly with policyholders, financial professionals, and internal partners to ensure timely and accurate handling of complex service needs. Candidates should have experience providing services to life insurance customers, particularly those with large organizations (100+ lives) and diverse life insurance products.

Requirements

• 5 years of supervisory experience (or demonstrated progressive leadership experience) within the financial services industry, preferably within an Operations environment.
• 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

• Conducts monthly 1:1s with all team members to discuss performance and development opportunities, leveraging “Leader as Coach” competencies.
• Provides additional informal “on the job” (integrated) coaching through regular work observation and review.
• Ensures the 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 the team, demonstrating awareness of workflow impacts and adapting 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 for lower performers.
• Performs staff check-ins and performance reviews by established HR timeframes.
• Fosters inclusion, positive morale, and working relationships within the 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 the 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.
• Interviews, hires, and onboards new talent effectively.
• 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 the team’s ability to meet core performance objectives, providing recommendations for improvements to the direct leader.
• Collaborates and communicates effectively with peers (within and outside of the team) and cross-organizational business partners.
• Refers to and supports third-party service providers as an extension of Operations when working with customers and employees.
• 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 and 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 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: Manager