Job Summary
The Manager, Issue Resolution is a key leadership role responsible for leading a high-performing team dedicated to resolving escalated issues and closing the gap between internal, external, and vendor stakeholders. Reporting to the Director of Policyholder Services, this position ensures service issues are resolved in an efficient, effective, and customer-focused manner and serves as the team’s primary escalation path. The Manager, Issue Resolution (IR) is responsible for oversight of internal and external issues, driving continuous improvement in processes, systems, and reporting and trending, aligning team behaviors to meet business area and company goals.
A high level of collaboration with senior and executive stakeholders is required in influencing change opportunities in their respective areas based on IR data and analysis. The Manager is expected to bring rigor to data capture, trend analysis, and performance reporting, translating insights into actionable recommendations for senior and executive leadership. The ability to manage competing priorities in a dynamic environment is essential, as is a continuous improvement mindset and strong people leadership to build and scale the IR program as the business evolves.
Duties & Responsibilities
- Tracks issue resolution trends, reporting insights, and tool metrics to drive accurate and high-quality Issue Resolution outcomes
- Identifies root causes of recurring issues and leads or partners with cross-functional teams, including Business Controls as appropriate, to implement corrective actions and prevent recurrence
- Collaborates with and influences business owners in identifying and supporting Continuous Improvement (CI) opportunities in their respective areas, translating IR root cause trends into actionable improvements
- Implements and continuously improves tools (processes and systems), reporting, and metrics to drive high-quality issue resolution; regularly communicates trends to senior and executive leadership
- Understands key operational processes across Operations business areas to effectively oversee issue resolution activities, assess issue impact and sensitivity, and provide informed guidance to the team and stakeholders
- Serves as the team’s primary escalation path, representing executive leadership in high-profile, escalated issues as a trusted and accountable point of contact across internal and external stakeholders, including top production agents and sales partners.
- Collaborates with the leadership and analytics teams to inform and advance strategy for Issue Resolution
- Develops and maintains sustainable processes, data capture methodologies, and systems to support program scalability and long-term effectiveness
- Assesses and communicates program scalability opportunities to senior leadership, providing recommendations that support the evolution of the IR function
- Designs and documents processes that deliver customer-focused solutions while mitigating risk and maintaining compliance with industry trends and regulations
- Partner with Compliance in supporting official complaint handling
- Ensures smooth transitions between involved teams by evaluating and optimizing tools and processes with third-party administrator (TPA)
- Drives continuous process improvement and cross-functional problem solving using internal metrics and analytics and industry best practices
- Manages team training and development and procedure enhancement to support timely issue resolution
- Tracks individual and overall team performance through quantitative and qualitative measurements; provides ongoing feedback, coaching, and direction to develop team capability
- Monitors daily operations; revises and enhances staffing policy, collaborates with operations leaders on capacity and demand modeling
- Performs other functions, duties and projects as assigned
Supervisory Responsibilities: This role has people leadership responsibilities, including managing performance, developing talent, and supporting engagement and team effectiveness.
Minimum Qualifications
- Bachelor's Degree in business administration, finance, marketing, or related field
- 7+ years general business experience with experience in life, annuity, and/or disability claims
- 7+ years experience in Customer Service, Issue Resolution work, direct resolution with customer
- 3+ years people leadership experience
- Life insurance certifications (e.g., LOMA, ICA) preferred
Other Requirements
- This position primarily involves sedentary work, requiring long periods of sitting, regular use of a computer, and occasional standing or walking, with reasonable accommodations available.
- Perform other functions, duties and projects as assigned
- Regular and punctual attendance
#LI-JB1
#LI-Remote
Work Environments
F&G believes in an employee-centric flexible environment, which is why we offer the ability for in-office, hybrid and remote work arrangements. During the hiring process, you'll work with your leader to decide what works best for your role.
F&G complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities, unless such accommodation would cause an undue hardship for F&G. If reasonable accommodation is needed to participate in the job application or interview process, please contact [email protected].
Join our employee-centric hybrid work environment: F&G Careers
About F&G
Since 1959, Fidelity & Guaranty Life Insurance Company (F&G) has offered annuity and life insurance products to those who are seeking security in retirement and protection during life’s unexpected events.
As a national Top Workplace1, an Iowa Top Workplace2 and a proud equal opportunity employer, F&G team members are empowered, collaborative, dynamic and authentic. We believe that by embracing these values, we will continue to build and strengthen the company while continuing to be a great place to work.
1Top Workplaces USA 2022 – 2023
2Des Moines Register Top Workplaces 2018 – 2022
Notice for all Applicants who are California residents under the California Privacy Rights Act. Please click here to review the policy.
Skills Required
- Bachelor's Degree in business administration, finance, marketing, or related field
- 7+ years general business experience with experience in life, annuity, and/or disability claims
- 7+ years experience in Customer Service, Issue Resolution work, direct resolution with customer
- 3+ years people leadership experience
- Life insurance certifications (e.g., LOMA, ICA)
What We Do
Established in 1959, F&G is headquartered in Des Moines, Iowa, and offers unique life insurance and annuity solutions to meet individual financial security needs through a national network of financial professionals. Our products have protected over 700,000 people across the United States. F&G is a company of individuals who believe in the power of partnerships, encourage innovation and creativity, and are transparent about decisions while delivering on their commitments. These values allow F&G to help you turn your aspirations into reality.
