Strategic Support Program, Program and Relationship Owner

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Job Purpose

The Strategic Support Program (SSP) cultivates a robust, flexible, talent pipeline for Jackson by developing Strategic Support Associates (SSAs) and Early Career Associates through robust professional and career development programs, partnership with organizational leaders and local universities. The SSP Program and Relationship Owner (PRO) is responsible for developing and overseeing processes and programs that provide: A flexible, on-demand workforce for business units across Jackson on a wide variety of work types – ranging from low complexity clerical tasks to complex, technical functions. A talent pipeline for entry-level professional positions across Jackson. This position oversees SSP Early Career Managers and their team oversight of 400+ SSAs. This position is responsible for the execution of the SSP strategy, through partnership with the Talent Acquisition team, and delivery of committed business support. The PRO is responsible for identifying specific talent needs and working to place that talent in support of Jackson business needs. The PRO is responsible for defining professional/career development programs that prepare early career associates, and SSAs, for full time opportunities using data and strong leadership skills. This role serves as a liaison with Jackson senior leaders to provide strategic resource planning that delivers the right resources to meet the business need as well as develop a pipeline for full time professional talent. The Program and Relationship Owner is responsible for leading at both the associate and management level through recruitment, development, performance management and corrective action processes. The PRO leads managers in fostering a growth and performance-focused culture for the team, identifying opportunities for improvement through both associate interaction and data while developing innovative solutions to drive associate engagement. Through management staff directs work activities to meet both daily deliverable and Operations and corporate support goals. They are responsible for the successful delivery of both daily, short term and long term forecasted support needs and manage successfully through high volumes while providing support, coaching, performance feedback, and motivation to the management team

Essential Responsibilities

• Oversees and takes responsibility for the health of alternative staffing for assigned business units to ensure support provided meets performance guidelines and aligns to budget.

• Partners with assigned business units to provide excellent customer service and create strategic resourcing solutions to meet business unit goals.

• Collaborates with SSP, TA and Jackson leadership to create effective resource plans that place SSAs and early career associates in roles that best meet business needs.

• Develops scope and defines success criteria for professional and career development programs (ex: JET/Finance/Distribution CDPs, Launch and Elevate) that create talent pipelines for Jackson’s entry level needs.

• Analyzes business processes and utilizes both real-time and on-going/historical metrics to refine and create processes that support the development and management of associates.

• Oversees existing processes and takes responsibility for managing risk, efficiency, cost savings and alignment to the early career strategy and budget.

• Communicates goals and expectations with managers regularly through team meetings and one-on-one discussions.

• Performs problem analysis and resolves escalated issues, including service failure resolution.

• Leads the execution of large-scale enterprise programs and initiatives.

• Develops complex program plans which identify key issues, problems, approaches, performance metrics and resources required.

• Utilizes data to ensure effective capacity planning, prioritization of work and performance management occurs for their team.

• Provides coaching to the SSP Managers in addition to identification of development opportunities and stretch assignments.

• Provides oversight to the SSP Managers with personnel actions to include hiring, performance management, corrective action, and terminations, as necessary.

• Directly supervises staff and administers personnel actions to include hiring, performance management and terminations.

• Identifies and recommends quality standards within the business process for improvement and control.

Other Duties

• Assists in planning and executing robust early career/SSP development programs that help build a talent pipeline for Jackson’s entry level needs.

• Performs other duties and/or projects as assigned.

Knowledge, Skills and Abilities

• Exceptional leadership skills with proven ability to develop staff through coaching, training, and support.

• Excellent interpersonal skills with ability to communicate effectively across all levels within the organization and external customers.

• Strong facilitation and presentation skills.

• Strong program management skills, including time management and prioritization skills.

• Ability to adapt in an ever-changing environment.

• Ability to think creatively, identify and oversee the implementation of new processes, and improvements to existing processes, that increase customer satisfaction and reduce expenses.

• Strong decision-making skills that can be applied in a fast-paced environment.

• Strong problem-solving skills that include the application of both good business sense and common sense.

• Ability to delegate effectively.

• Must be able to accept and continuously implement change.

• Knowledge of Jackson’s skills and business rules and financial services or business operations.

• Ability to work beyond core hours, as necessary.

Qualifications

• Bachelor's Degree in a business-related field or equivalent experience required.

• 5+ years of management experience required.

• Demonstrated experience in project management and professional/career development required.

• 3+ years of business experience required; 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.