Supervisor, Life Inforce Services

Pacific Life•Charlotte, NC

11h•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 Supervisor to join our Life Inforce Operations team in Charlotte, NC. As an Operations 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 a significant role in impacting our clients’ choice to conduct their business through Pacific Life. You will fill a role that oversees 10-12 staff members within our Life Inforce Processing Team, within the Consumer Market Division. Your colleagues will include fellow Core Operations professionals. The Life Inforce Processing Team is responsible for managing maintenance and service requests on inforce life insurance policies. This includes processing financial transactions such as withdrawals and surrenders, as well as non-financial updates like address changes, beneficiary updates, and policy change requests. The team works 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 large organizations with multiple groups of policies (100+ lives) and a variety of unique 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

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.
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.
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.
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 team’s ability to meet core performance objectives, providing recommendations for improvements to direct leader.
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

Medical
Dental
Vision
Wellbeing Reimbursement Account
Paid Time Off
Holiday Schedules
Financial Planning Time Off
Paid Parental Leave
Adoption Assistance Program
Competitive 401k savings plan with company match and an additional contribution regardless of participation