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Job PurposeThe Operations Leader, People & Production provides oversight and professional development for direct management reports, ensures associate performance (oversight) and development is occurring, skill health ownership, training oversight, partnering with Operations Process Engineer to understand process changes keeping the associate and customer experience in mind. Has ownership of skill health from a forecasting, SLA management, and resource planning perspective. They are responsible for oversight of teams and activities with direct accountability of service center and/or processing teams. The core duties of this position include partnership with other Operation's Leaders, Operations Process Engineers, and other leaders to collaboratively forecast and maintain service levels, aligning resourcing plans, associate training, and knowledge management to ensure the completion of daily work and maintenance of Operations goals. This individual provides oversight, advocates, leads, and provides development opportunities for Operation's Managers and associates. In addition, they successfully lead through peak volumes and large-scale changes, maintaining budgeted hiring plans and providing informed support and performance feedback and development to their team members.Essential Responsibilities- Responsible for the professional development of their leaders and oversight of team members through coaching, identification of development opportunities, and providing stretch assignments as desired.
- Responsible for manager and team performance including personnel actions such as hiring, onboarding, performance management, corrective action, and terminations.
- Monitors associate productivity and drives performance through manager oversight and accountability.
- Accountable for identification and implementation of action plans to improve the associate experience and engagement.
- Provides teams direction through goal setting that aligns with Operations and enterprise strategic goals. Evaluates goals on a regular basis and communicates changes as necessary.
- Oversees service-related problem analysis and escalated issue handling, including service resolution. Communicates directly with customers as necessary and provides excellent customer service support.
- Responsible for collaborating across Operations and with the Command Center to load balance resources and leverage the Strategic Support Program in support of Operations service health and strategic goals.
- Utilizes both real-time, on-going, and historical associate performance metrics to analyze business processes in order to support the active management of skills. Is expected to partner with Operations Process Engineers to address workflow related issues or obstacles that may be impacting performance.
- Monitors the development and ongoing maintenance of volume-related forecasting and ensures team’s alignment with Operation’s strategic goals.
- Escalates identified deficiencies in process, controls, training, and quality standards in support of manager and associate activity.
- Establishes and maintains strong working relationships across enterprise business management teams to promote and continually broaden the level of business knowledge and the impact of quality/process improvement initiatives, projects, and programs.
- Supports the development, compliance, documentation, and maintenance of standard operating procedures (SOPs) and training documentation and materials.
- Contributes to the implementation of new or modified processes & capabilities including training and communication approach.
- Consulted on project plans and contributes to the development of identifying key issues, problems, approaches, performance metrics, and resources required to support a technical or organic change.
- Understands Jackson's portfolio roadmap for the business and technical capabilities and partners with other key stakeholders.
- Consulted in the creation, planning, and adherence to departmental budgets.
- Assists staff with the processing of transactions and customer service support as business needs dictate.
- Performs other duties and/or projects as assigned.
- Excellent leadership skills with the ability and desire to both manage up, and develop managers and associates through coaching, training, and support.
- Proven ability to effectively lead Managers in a fast-paced production environment, ensuring completion of work occurs within required SLAs.
- Proven ability to accept, adapt, influence, and positively lead managers and their teams in an ever-changing environment. Ability to lead change initiatives and communicate in a positive manner.
- Excellent communication (verbal, written), presentation, and interpersonal skills with ability to communicate professionally & effectively across all levels of the organization and external customers as required. Ability to influence and negotiate.
- Strong collaboration skills with the ability to work with individuals across multiple teams to accomplish objectives and build consensus across all levels of the organization.
- Ability to support Operations Process Engineers towards a guiding vision, driving to completion within required deadlines while continuing to maintain cost and quality expectations.
- Strong business acumen and customer mindset, allowing for service driven recommendations and associate coaching to exceed customer expectations.
- Excellent organizational skills: ability to multitask, delegate, and prioritize tasks and projects to meet deadlines.
- Strong ability to problem solve and make decisions based on good business judgement.
- Strong knowledge of Microsoft Office applications, including Excel, Word, SharePoint, PowerPoint, Teams and Access.
- Knowledge of and/or aptitude to obtain knowledge of skills and business rules, which may include proficiency with: Jackson’s administrative systems, Products, Distributor rules, Tax laws, and State & Federal regulatory rules.
- Knowledge of financial services and/or insurance industry business operations.
- Bachelor's Degree in a business-related field or equivalent experience required.
- 5+ years of business experience required.
- 3+ years of management experience required.
- Project management experience preferred.
- Insurance or financial services industry experience preferred.
Jackson is proud to be an equal opportunity workplace. The Company subscribes to and endorses federal and state laws and regulations relating to equal employment opportunity for all persons without regard to race, color, religion, gender, age, national origin, legally-recognized disability, marital status, legally-protected medical condition, citizenship, ancestry, height, weight, sexual orientation, veteran status, or any other factor not related to the needs of the job. The Company is committed to a policy of equal opportunity. Company facilities and campuses are tobacco-free environments.
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What We Do
Jackson® is committed to helping clarify the complexity of retirement planning. Our range of annuity products, financial know-how, history of award-winning service*, and streamlined experiences strive to reduce the confusion that complicates retirement plans. We dedicate our time, money, and resources to strengthening financial literacy, striving to make sure every American has access to the resources they need to master their money and their future. We believe by providing clarity for all today, we can help drive better outcomes for tomorrow. Interested in becoming one of our associates? We develop and celebrate talent in many areas, from sales and marketing to consulting and compliance. We know that diversity and inclusion make us all stronger together. Learn more about our products at jackson.com Contact Us Jackson.com 517/381-5500 – General Information 800/644-4565 – Contract Owners 877/565-2968 – Values and Contract Information * SQM (Service Quality Measurement Group) Contact Center Awards Program for 2004 and 2006-2021. (To achieve world-class certification, 80% or more of call-center customers surveyed must have rated their experience as very satisfied, the highest rating possible.) Jackson® is the marketing name for Jackson National Life Insurance Company® (Home Office: Lansing Michigan) and Jackson National Life Insurance Company of New York® (Home Office: Purchase New York). Jackson National Life Distributors LLC. SMPR1292 03/23
