Team Leader - Operations

American Equity Investment Life Holding • West Des Moines, IA

270d

About The Position

At American Equity we offer leading annuity products that help empower our clients to fulfill their needs and wants in retirement. Our success comes from hiring high-energy individuals who embody the beliefs that drive our unique culture. We currently fund over half a million retirements nationwide, and have been headquartered in West Des Moines, Iowa, for over twenty-five years with satellite offices in Charlotte, NC and New York, NY. The Customer Excellence Operations Team Leader is responsible to inspire, motivate and lead team members to perform at their highest level and ensure all requests are handled in a timely, efficient and knowledgeable manner. The incumbent mentors, efficiently assigns and manages work, effectively communicates and deescalates situations, evaluates the accuracy of work, creates meaningful methods of training and adapts to work needs.

Requirements

• High school diploma or general education degree (GED); plus, minimum three (3) years of related experience; or equivalent combination of education and experience.
• Associate's degree preferred.

Nice To Haves

• FLMI, ASRI, FSRI and ACS designations are a plus, but not required.

Responsibilities

• Monitors and controls daily workflow, assigns tasks, adjusts work as needed.
• Completes call monitoring via recording or side by side to ensure accuracy and developing soft skills.
• Ensures department standards and goals are regularly being met.
• Is physically present for escalations and questions from onsite team members.
• Assists in communicating procedures and processing instructions and changes.
• Responsible for training, mentoring and answering questions from team members.
• Handles escalations through phone, email correspondence and management exceptions.
• Completes workflow reporting for management review.
• Facilitates and participates in problem resolution with team.
• Assists in testing and evaluating data and operating systems.
• Updates department managers regularly on team performance and progress; provides input to managers in evaluating team performance; participates in team development.
• Conducts advanced research to resolve issues of a more complex nature.
• Performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Securities, Commodity Contracts, and Other Financial Investments and Related Activities
• Education Level: High school or GED