Supervisor Operations Business Services

Pacific Life • Newport Beach, CA

77d • $91,350 - $111,650 • 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 Operations team in Omaha, NE or Newport Beach, CA. 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 Inforce Processing Team, within the Consumer Market Division. Your colleagues will include fellow Core Operations professionals. The Inforce Processing Team is responsible for managing maintenance and service requests on inforce life insurance policies and annuity contracts. 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. Annuity operations experience is also essential, including an understanding of customers in both the annuity and RIA space where processing occurs across multiple operating systems and may require more manual or complex handling.

Requirements

• 5 years of supervisory 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.
• Strong organizational abilities and ability to meet department and corporate objectives.
• Skilled in problem-solving and resolving complex issues.
• Excellent written and verbal communication skills.
• Ability to work effectively in a team supervision environment.
• College degree and/or equivalent experience preferred.

Responsibilities

• Conducts monthly 1:1s with all team members to discuss performance and development opportunities.
• Provides additional informal 'on the job' coaching through regular work observation and review.
• Monitors workflow, productivity, and quality within team.
• Supports staff with resolution of complex or escalated customer issues.
• Develops organizational bench-strength by accelerating abilities of top performers.
• Fosters inclusion, positive morale and working relationships within team.
• Leads regular team meetings, promoting clear communication and collaborative discussion.
• Participates in assigned projects, committees, etc. by impactfully contributing to discussions and outcomes.
• Identifies and communicates trends impacting team's ability to meet core performance objectives.
• Collaborates and communicates effectively with peers and cross-organizational business partners.

Benefits

• Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Insurance Carriers and Related Activities
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees