Team Leader, Annuities

Foresters Financial•Las Vegas, NV

6d•$65,000 - $95,000•Remote

About The Position

The Team Lead is accountable for driving operational excellence and supporting key team, departmental and organizational initiatives, while achieving business results through teamwork, effective problem solving, process, workflow and quality management. The Annuities team will report to this role. The Team Leader will have input to the Manager’s accountabilities as it relates to performance reviews, daily coaching and team development. The Team Lead plays a pivotal role in fostering a collaborative that delivers consistent and exceptional service experience for internal & external customers/stakeholders by ensuring the team members are motivated, coached and skilled to meet the department’s performance targets. In this role, the incumbent will stay up-to-date with annuity industry trends and technologies to optimize operational efficiency and continuously improve the customer and producer experience.

Requirements

University degree or college diploma
Minimum 3+ years of working experience with annuities products and knowledge of annuities market trends and regulatory requirements
Minimum 2+ years of progressive leadership or equivalent, preferably within the Annuity or financial services industry, is an asset
Subject matter expert on annuity products, processes and regulations
Strong mathematical aptitude
Strong sense of personal accountability, teamwork, mature judgment, discretion and flexibility
Well-developed problem solving and analytical skills to identify and report on team's progress, business trends, initiatives, and customer/producer issues, including the ability to identify problems in their early stages and solve by analyzing options and developing alternative solutions
Must have the initiative and ability to look for and champion improvement opportunities
Demonstrated experience in leading teams, managing performance, and driving operational improvements
A "take charge" attitude along with the ability to self-manage workload and priorities in a changing and evolving environment. This includes critical thinking and effective time management skills
Exceptional customer service orientation
Must be adaptable to and balance on-going change and lead by example
Advanced verbal, written, and interpersonal communication skills required to effectively communicate with all levels of employees and customers
Intermediate to advanced level proficiency with computer applications (Microsoft Excel, database, Customer Relationship Management, policy administration system, tax reporting system)
The ability to work in a new and ambiguous environment where tasks, processes, procedures, and lines of authority are evolving and changing. Also possessing an aptitude in teaching and guiding the effectiveness and usability of new systems and tools
Creative problem solving and decision making relating to day-to-day technical aspects of the department
Problem Solving and Decision Making, including analyzing situations, diagnosing problems, developing and implementing solutions, often within narrow timeframes, e.g. preventing complaints from escalating further and turning potentially damaging situations into positive experiences

Nice To Haves

LOMA AAPA or FLMI certification an asset
Minimum 2+ years of progressive leadership or equivalent, preferably within the Annuity or financial services industry, is an asset

Responsibilities

Supports manager with people-management activities, including day-to-day coaching, performance management, recognizing and rewarding progress, teamwork, etc
Responsible for overseeing the daily operations of annuities, ensuring efficient and compliant processes related to new business, inforce management, and supporting projects and initiatives. The Team Leader ensures that service level agreements (SLAs) are consistently met by monitoring performance metrics, identifying areas for improvement, and providing coaching and guidance to team members
Assists with other management support duties as assigned
Support a positive, motivating work environment that values people and encourages participation, creativity, learning and accountability
Ensure team members are trained and fully competent in all the required functions and company-approved technologies and tools to effectively assist, support and resolve all customer/stakeholder inquiries
Support managers in achieving departmental service level agreements and quality targets
Ensure the highest level of service for internal and external customers and facilitate all actions necessary including research, follow-up, and resolution
Provide technical and workflow support to Manager
Proactively support manager with reports, summaries, investigations, feedback, and potential challenges
Effectively liaise and negotiate with other business units to resolve and enhance customer service expectations and business deliverables
Initiate and implement process recommendations, with appropriate approval. Act as a change sponsor to ensure successful implementation of new processes, procedures and systems
Stay current with annuity industry trends and emerging technologies to optimize operational efficiency and continuously improve the customer and producer experience
Ensure compliance with established procedures, regulatory standards, and internal controls. Work with team to identify and mitigate operational risks, ensuring compliance with anti-money laundering (AML) and Know Your Customer (KYC) requirements