Director, Policy Services

      

The Director of In Force Operations [Policy Services] will be an integral part of the senior operation leadership team reporting to the Vice President of In Force Operations. This role will create, drive and lead the overall optimization strategy of service processing and delivery of our Life, Health, Annuity and Long-Term Care product portfolio enabling Thrivent to reach more customers and improve the client and advisor experience. This position will lead efforts to research, recommend and implement diverse strategies that deliver high quality execution of all in force operational transactions and product contracts for clients. This person will engage with Thrivent leaders from Operations, Finance, Product, Legal, Compliance, Digital and IT to implement strategies that support the client and advisor experience and ensure alignment to Thrivent’s key business initiatives. This Director will build industry presence and an external perspective of new & emerging trends, capabilities, and approaches to drive innovation within Policy Services.

         

          

DUTIES & RESPONSIBILITIES: 

• Plans, develops and manages departmental expense and capital budget of $4M - $6M.
• Oversee the development, implementation and optimization of processes for non-financial transactions [Beneficiary, Ownership Assignments, Coverage Changes and Policy Maintenance]
• Ensures management team and all team members within In Force are compliant with both state and federal regulations for all service processing and delivery products.
• Lead prioritization efforts of process and control design, technology and risk tolerance ensuring projects and initiatives are aligned with the organization’s goals.
• Collaborate with multiple internal and external entities [vendors, financial professionals, control partners, etc.] on the development of robust programs ensuring deliverables have the right quality and accuracy.
• Evaluate key business challenges, developing and implementing short and long-term strategies that incorporate new system solutions leading to in force operational process efficiencies.
• Establish collaborative relationships with Finance, Product, Legal, Compliance, Digital and IT leaders to develop and implement improvement strategies for the client and advisor experience.
• Partner with Digital and IT leaders to design, create and implement the customer journey framework for self-service transactions.
• Focus on developing and driving strong, key performance indicators (KPI) to evaluate the quality and success of In Force service processing and Thrivent’s service delivery portfolio.  Analyze Thrivent’s KPI attainment, leveraging knowledge of industry benchmarks to ensure Thrivent’s performance skews higher against competitive peer organizations.
• Participate in industry forums/groups to ensure alignment with industry trends and benchmarks.  Bring market intelligence forward within Thrivent to drive change, and build Thrivent presence in the marketplace; may include presenting at industry events/panels, study groups, etc.
• Communicate complicated concepts to a variety of internal/external stakeholders to influence and champion priorities that build collaborative support across stakeholder groups.
• Recruits, develops, and sustains a high-performing team while promoting a culture of shared accountability, operational excellence, and partnership across the organization. Demonstrate leadership skills that encourage a diverse team to think creatively and grow the business.
• Models Thrivent’s leadership competencies – courage, collaboration, and commitment by demonstrating resiliency, working together to make the best decisions for the broader Thrivent organization.​
• Shapes a culture that represents the Thrivent purpose, promise and values, ensuring that Thrivent’s trust and reputation remain strong with its clients.  

QUALIFICATIONS & SKILLS:  

Required:

• A bachelor's degree in Business or related field or equivalent experience
• 12+ years progressive business experience and expertise that includes operations leadership
• Deep working knowledge of life, health and annuities, with a successful record of deploying innovative products
• Excels at leading projects through its full life cycle with a proven record of completing projects on time and within budget.
• Strong analytical, problem solving, decision making, negotiation, organizational and interpersonal skills as well as intellectual curiosity.
• A strategic thought partner, this leader must demonstrate critical thinking, excellent judgement and courageous leadership.
• Experience navigating complex and matrixed organizations to achieve desired results.
• Strong communication skills to inform, engage and influence layers of management and key stakeholders.
• Establishes collaborative relationships with other departments within the business unit or external organizations.
• Proven track record in managing department or divisional budget and being fully accountable for performance, results and strategy across multiple disciplines.
• In-depth knowledge on how in force operations integrates within the business and how to leverage competitive practices.
• Experience with effectively leading through change; Passionate about leading on a large scale through others and leveraging systems to engage people and drive results
• 7+ years experience leading teams that collaborate cross-organizationally to achieve desired outcomes. Leader who drives vision, collaboration and teamwork.
• Experience People Leader: Displays solid leadership skills and ability to attract, coach, develop, motivate and encourage diverse teams to think creatively and grow the business.
• Talent magnet who can size up every opportunity to draw talent to where it is needed most.

              

Pay Transparency

 

Thrivent’s long-term growth depends on attracting, rewarding, and retaining people who are committed to helping others thrive with purpose. We accomplish this by offering a wide variety of market competitive compensation programs to attract, reward, and retain top talent. The applicable salary or hourly wage range for this full-time role is $143,557.00 - $194,224.00 per year, which factors in various geographic regions. The base pay actually offered will be determined by a variety of factors including, but not limited to, location, relevant experience, skills, and knowledge, business needs, market demand, and other factors Thrivent deems important.

 

Thrivent is unique in our commitment to helping people to be wise with money and live balanced and generous lives. That extends to our benefits.

 

The following benefits may be offered: various bonuses (including, for example, annual or long-term incentives); medical, dental, and vision insurance; health savings account; flexible spending account; 401k; pension; life and accidental death and dismemberment insurance; disability insurance; supplemental protection insurance; 20 days of Paid Time Off each year; Sick and Safe Time; 10 paid company holidays; Volunteer Time Off; paid parental leave; EAP; well-being benefits, and other employee benefits. Eligibility for receipt of these benefits is subject to the applicable plan/policy documents. Thrivent’s plans/policies are subject to change at any time at Thrivent’s discretion.

 

Thrivent provides Equal Employment Opportunity (EEO) without regard to race, religion, color, sex, gender identity, sexual orientation, pregnancy, national origin, age, disability, marital status, citizenship status, military or veteran status, genetic information, or any other status protected by applicable local, state, or federal law. This policy applies to all employees and job applicants.

Thrivent is committed to providing reasonable accommodation to individuals with disabilities. If you need a reasonable accommodation, please let us know by sending an email to [email protected] or call 800-847-4836 and request Human Resources.