Supervisor, Service Delivery Operations

Transamerica•Cedar Rapids, IA

About The Position

Supervise staff responsible for policy administration of life and/or annuity products for customers and agents. Provide daily oversight and guidance for operations team members and ensure they have the necessary support, knowledge, and skills to consistently deliver high-quality service and support. Create an exceptional customer experience, maintain operational efficiency, mentor and develop front-line staff, fostering a culture of continuous improvement and high performance.

Requirements

Bachelor’s degree in a business field or equivalent experience
Five years of experience working in an operations environment
Problem-solving, analytical and decision-making skills
Written/verbal communication and interpersonal skills to coach and mentor staff
Organizational and time-management skills
Ability to handle multiple responsibilities under pressure
Ability to grasp technical and complex concepts and convey to staff and internal/external customers
Proficient using MS Office (Outlook, Excel, PowerPoint, Word)

Nice To Haves

Supervisory or team lead experience
In-depth knowledge of insurance practices and principles
Project management experience
Experience managing in office and virtual teams

Responsibilities

Hire, coach and counsel team members individually and collectively, to ensure expected performance metrics support organizational goals, including but not limited to, recruiting, proper training, regular monitoring (e.g. live and recorded calls, manual processes, processing activities), review of processed work for quality standards, and constructive feedback in a timely manner.
Evaluate team members individual performance and complete appraisals.
Ensure compliance with internal policies/procedures and service level agreements; provide recommendations for improvement.
Coordinate efforts to improve quality within the department.
Ensure vendor partners are managed and meet expected service level agreements (SLAs).
Work with management to develop internal and external (vendor) SLAs and metrics necessary, then monitor results and work with vendor to ensure needed improvement.
Manage team schedules and monitor daily workflow activities to support a health work-life balance.
Keep up to date on regulations, procedures, standards, and systems to ensure work is processed accurately and efficiently.
In collaboration with leadership, adhere to strategic objectives and goals while maintaining daily operations, including continuous improvement efforts for internal and external customers.
Ensure timely communication between the team, leadership, and internal partners regarding policy/procedure changes, issue resolution, market updates, product/marketing initiatives, and general information sharing.
Prepare and present root cause findings from audits and operational issues.
Lead discussions to brainstorm fixes for identified issues.
Field procedural problems, calls, and escalations from frontline call center and processing team members and ensure issues are resolved quickly and accurately.

Benefits

Competitive Pay
Bonus for Eligible Employees
Benefits Package
Pension Plan
401k Match
Employee Stock Purchase Plan
Tuition Reimbursement
Disability Insurance
Medical Insurance
Dental Insurance
Vision Insurance
Employee Discounts
Career Training & Development Opportunities
Health and Work/Life Balance Benefits
Paid Time Off starting at 160 hours annually for employees in their first year of service.
Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).
Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars
Parental Leave – fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.
Adoption Assistance
Employee Assistance Program
Back-Up Care Program
PTO for Volunteer Hours
Employee Matching Gifts Program
Employee Resource Groups
Inclusion and Diversity Programs
Employee Recognition Program
Referral Bonus Programs