Supervisor Operations Business Services

Pacific Life

72d • $91,350 - $111,650

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.

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 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

• Conduct monthly 1:1s with all team members to discuss performance and development opportunities.
• Provide additional informal coaching through regular work observation and review.
• Support staff with resolution of complex or escalated customer issues.
• Monitor workflow, productivity, and quality within the team.
• Identify opportunities for successful resource sharing among peer processing teams and departments.
• Develop organizational bench-strength by accelerating abilities of top performers.
• Perform staff check-ins and performance reviews by established HR timeframes.
• Foster inclusion, positive morale and working relationships within the team.
• Lead regular team meetings, promoting clear communication and collaborative discussion.
• Seek opportunities to reward and recognize staff achievements.
• Create a visible, daily presence and engagement with hybrid and remote staff.
• Participate in assigned projects and committees, ensuring department needs are addressed.
• Proactively identify and communicate trends impacting team’s ability to meet core performance objectives.
• Collaborate and communicate effectively with peers and cross-organizational business partners.
• Adhere to Operations’ and Pacific Life’s policies.

Benefits

• 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 and Adoption Assistance Program.
• Competitive 401k savings plan with company match and additional contribution.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees