Manager, Quality & Controls-Annuities

Job Description:

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own.

We’re actively seeking a talented Manager, Quality, Corrections, and Controls to join our Annuity Operations team in Newport Beach, CA; Omaha, NE; or Charlotte, NC.

As a Manager of Quality, Corrections, and Controls you’ll move Pacific Life, and your career, forward by leading an independent quality function supporting annuity Processing, Service, and Vendor Operations. You'll turn quality findings into actionable insights, coaching, training, and process improvements that reduce errors and rework while strengthening the client experience. You will fill a new role that sits on a team of 15 people in the Consumer Markets division. Your team will partner with the Consumer Market Division's Core Operations organization, partnering with the Processing, Customer Service, Training, Vendor Operations, Compliance, and others.

How you’ll help move us forward:
• Own and govern the quality program. Lead post-transaction audits and reviews of customer calls, chats, emails, and correspondence. Establish consistent audit standards, sampling methods, while safeguarding the independence of the quality function and escalating findings with risk implications.
• Lead and develop your team. Hire, coach, and develop quality professionals, including hybrid and remote employees. Build cross training opportunities, lead calibration sessions, and ensure reviews meet expectations for volume, timeliness, accuracy, and actionable feedback.
• Turn quality data into business improvements. Deliver reliable scorecards and reporting on error rates, trends, and emerging risks. Use root cause analysis, speech and text analytics, and customer feedback to identify gaps and recommend corrective actions.
• Partner to reduce errors and strengthen controls. Translate audit findings into targeted coaching, training updates, clearer procedures, and process improvements in partnership with frontline leaders. Represent quality on operational and technology initiatives, support new analytics tools, and manage team resources and budget within established targets.

The experience you bring:

• 5 or more years of operations experience in financial services, including two or more years of people leadership experience
• Demonstrated experience in quality assurance, auditing, compliance, operational risk, or control environments
• Working knowledge of annuity processing transactions and contact center service operations
• Proven ability to design, implement, and govern a quality program
• Ability to maintain objectivity and independence when reviewing work across internal teams and vendors, deliver difficult feedback constructively, and build collaborative partnerships through clear communication and influence.
• Demonstrated ability to lead and develop motivated teams
• FINRA Series 6 registration, or the ability to obtain it within established time frames

What makes you stand out:
• 4 year degree or equivalent experience

• Quality assurance, audit, compliance, operational risk, or controls experience within insurance or operations

• Experience translating quality findings into targeted coaching, training, procedural updates, and measurable reductions in errors and rework

You can be who you are.

We are committed to a culture of diversity and inclusion that embraces the authenticity of all employees, partners and communities. We support all employees to thrive and achieve their fullest potential. What’s life like at Pacific Life? Visit Instagram.com/lifeatpacificlife

#LI-KP1 

Base Pay Range:

The base pay range noted represents the company’s good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications and geographic location. Also, most employees are eligible for additional incentive pay.

Your Benefits Start Day 1  
 

Your wellbeing is important to Pacific Life, and we’re committed to providing you with flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we’ve got you covered.

• Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents

• Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off

• Paid Parental Leave as well as an Adoption Assistance Program

• Competitive 401k savings plan with company match and an additional contribution regardless of participation

You Can Be Who You Are

We are committed to a culture of diversity and inclusion that embraces the authenticity of all employees, partners and communities. We support all employees to thrive and achieve their fullest potential.

What’s life like at Pacific Life? Visit Instagram.com/lifeatpacificlife

EEO Statement:

Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.