GUARDIAN
This position is responsible for the leadership and development of the Retirement Solutions New Business processing team. The objective of the team is to provide superior service - same day processing - world class quality; our service experience must act as a differentiator to our competition. This position must lead with a sense of urgency to rapidly changing customer needs, market conditions and business requirements.
The manager is responsible for ensuring superior service is delivered to all brokers, agents, wholesalers, plan sponsors, contract owners and participants in support of internal and external business partners. Mentoring each team member, incorporating frequent feedback, and continually delivering superior service is essential to the success of the team as a whole. Managing metrics with the ability to present monthly updates to the Director of Transactions is critical. Responsibilities include the frequent analysis of customer expectations and the application of the voice of customer feedback to identify, design, and implement process improvement strategies. Perform oversight of key controls and processes as well as adherence to all applicable legal and regulatory requirements.
- Strategically lead team to continually increase transaction processing accuracy and efficiency. Perform oversight of key controls and processes as well as adherence to all applicable legal and regulatory requirements to insure all service levels and procedures are adhered to. Seek and implement scalable service solutions to drive decreased unit processing costs.
- Strategically plan, track, and execute short and long-term projects that support Retirement Solutions. Provide leadership and direction for Lean Six Sigma, Ease of Doing Business, Product Enhancements, and any other identified product or service enhancement.
- Champion service initiatives as well and strategize for all future service needs. Communicate across profit center and interface with management regarding pertinent issues. Work in lockstep with call center management to maintain a consistent service experience and support one call resolution / response service level agreements.
- Develop a competent team by monitoring performance, coaching, and continual self development. Provide the tools necessary to increase quality, efficiency, and the customer experience. Recognize and develop high performing employees, foster career growth and advancement opportunities as well as offer guidance through the performance planning process.
Skills and Knowledge :
Competencies/Skills:
- Customer Focus- is dedicated to meeting expectations and requirements of internal and external customers
- Strategic Agility- is future oriented, has broad knowledge and perspective, can create strategies and plans
- Interpersonal Savvy- builds constructive and effective relationships, collaborates
- Developing Direct Reports- provides challenging assignments, holds frequent development discussions
- Managing and Measuring Work- sets clear objectives and measures, monitors progress and results
- Decision Quality- makes good decisions, sought out by others for advice and solutions
- Priority Setting- eliminates roadblocks, spends time on what's important, creates focus
- Drive for Results- can be counted on to exceed goals successfully, pushes self and others for results
- Presentation skills - must possess strong presentation skills and the ability to tailor messages to audience.
- Project management - tactical and strategic planning and initiative execution
- Organization and prioritization skills - strong follow-up is required
- Candid and direct approach when coaching and developing.
- Strong written communication skills, ability to tailor messages to audience.
Knowledge:
- Strong knowledge of the financial services industry and products including but not limited to variable annuities, single premium deferred annuities, single premium immediate annuities, 401(k) processing and overall equity based investments.
- Strong knowledge of Ebix AnnuityNet and Aplifi AFFIRM electronic annuity application systems.
- Strong knowledge of 1035 Exchange and IRA Transfers, as well as the governing tax rules.
- Strong knowledge of New York Regulation 60 rules.
- Strong knowledge of Financial Professional and Broker/Dealer compensation and commission delivery methods.
- Strong knowledge of state life insurance regulations/requirements, securities industry (SEC and FINRA) regulations/requirements and IRS/Government regulations due to the high degree of supervision by these organizations.
- Strong Microsoft Office Suite experience including Word, Excel, Access, and PowerPoint as well as the ability to learn internal electronic systems.
Education and Experience:
Education:
- Bachelor's Degree or equivalent experience
- FINRA Series 6 and Series 26 licenses/ASSPA (preferred)
Experience:
- The position requires 5 years of prior leadership experience in financial services.
- Proven success in achieving goals and delivering exceptional customer service results through transaction based processing and call center management.
- Demonstrated experience in building high-performing teams through leadership, motivation, creativity and sound business judgment.
- Proven ability to lead change management and process improvement efforts that include working in a fast-pace environment with the ability to supervise multiple tasks. Six-Sigma certification preferred.
- Extensive workforce management and staffing experience - successful track record of cross training staff
- Track record of effective cost management
Other Requirements:
- Develop and participate in forums involving brokers, agents on an ongoing basis to keep abreast of best practices in the industry.
- Represent the company at industry conferences and seminars
- Occasional travel required.
If interested, please apply online at http://track.tmpservice.com/ApplyClick.aspx?id=1417442-1789-872