Supervisor, In Force Operations

Group 1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can-do culture. Group1001’s culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes. This goal extends to how we hire and onboard our most valuable assets – our employees.

Group 1001, and its affiliated companies, is strongly committed to providing a supportive work environment where employee differences are valued. Diversity is an essential ingredient in making Group 1001 a welcoming place to work and is fundamental in building a high-performance team. Diversity embodies all the differences that make us unique individuals. All employees share the responsibility for maintaining a workplace culture of dignity, respect, understanding and appreciation of individual and group differences.

The Supervisor, In-Force position will be responsible for overseeing the management and coordination of the operations function in support of the administration of annuity policies. This position will develop, execute, and manage the operational needs for the business. The position will lead the Annuity Financial In-Force operations team, identify strategic operational needs, and partner with internal and external resources to execute and manage the policy administration function. This role will be closely managing the daily operations of business and providing strategic guidance to enhance the department's efficiency and effectiveness.

Main Accountabilities:

• Manages staff responsible for reviewing new In-Force requests and other ancillary functions that support policy administration. 
• Coaches and develops staff, evaluates performance, conducts performance reviews, maintains accurate records, ensures department and company practices and procedures are followed, and assists with the hiring process.
• Motivates staff to continuously provide the highest level of service to customers within service delivery standards for accuracy, timeliness and productivity.
• Investigates and implements new procedures or changes to existing procedures, reorganization of work, and training of new and current staff. Recommends system modifications and enhancements and is involved in software testing and development for new or enhanced applications.
• Identify, develop and mentor a team of operations professionals to service new annuity products written by Delaware Life Insurance Company.
• Implement processes and procedures to ensure the accurate and efficient processing of In-Force requests.
• Coordinate and partner with internal Legal and Compliance team members to ensure all applicable regulatory requirements are identified and compliant.
• Participates in multi-department ad-hoc committees regarding product and system developments and administration, new product implementation, administrative changes to contracts, special promotions and customer notices or announcements.
• Provide daily management and leadership for the team through effective communications, coaching, training, development, and accountability.
• Develop and proactively manage standard service metrics.
• Monitor metrics and report results to senior leaders within the organization, along with identifying operational efficiencies and changes that can be implemented.
• Ensure the development of materials and facilitation of training occurs for new and existing staff members.
• Assists with and provides backup for work teams depending upon volume of incoming and outstanding transactions.
• Provide problem resolution support for processes housed on the team. This includes taking escalated calls, collaborating with adjacent area managers, and working one-one-one with team members to improve procedures, expand team knowledge and ensure a high comfort-level with all processes.

Qualifications:

• Associate or Bachelor's degree preferred or in lieu of degree 5+ years relevant operations experience and management experience; and financial services and/or insurance experience, preferred Annuity experience
• Creative thinker able to work independently in a fast-paced organization 
• Experience leading and motivating an operation team/function, and influence others outside of direct reporting relationship
• Proven ability to communicate effectively
• Strong problem solving and negotiating skills
• Strong team leader and results oriented

Benefits Highlights:  

Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001’s benefits package. Employees (and their families) are eligible to participate in the Company’s comprehensive health, dental, and vision insurance plan options. Employees are also eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability, and to enroll in the Company’s Employee Assistance Program and other wellness initiatives. Employees may also participate in the Company’s 401K plan, with matching contributions by the Company. 

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