Director, Retirement Claims Case Management

Job description

The work we do has an impact on millions of lives, and you can be a part of it. We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most. The Director of Retirement Claims provides leadership to the Annuity Claims and Executive Benefits Claim teams to ensure optimal service delivery throughout the Claims payout process. This leader is responsible for setting strategy and managing day-to-day operations of the Retirement Claims department in a processing, money/fund management environment and ensures service levels and quality standards are met. The ideal candidate should have strong Annuity and financial services knowledge and experience; as well a passion for helping Protective to become a first in class Annuity provider. ### Responsibilities: ***Manages the Team’s Deliverables:*** · Establishes team goals that align with overall departmental goals and strategy · Routinely reviews the team’s deliverables in relation to established goals and standards · Provides oversight to ensure production and quality standards are met · Resolves problems and establishes an escalation process · Drives improvements in team productivity by developing employees · Utilizes key performance indicators and provide useful analytics on capacity and quality · This leader is responsible for two different functional teams; the Annuity Claims team, and the Executive Benefits Claims team. ***Manages Individual Contributors:*** · Manages performance to drive results and meet Service Level Agreement (SLA) and Quality standards · Drives employee engagement and motivates employees; including development/career paths · Provides feedback and coaching to improve the overall performance of the team · Defines roles and responsibilities within the team and assigns work appropriately · Promotes culture of high performance by differentiating rewards and recognition · Manages employee development within the team and leverages talent across the department · Identifies training needs ***Plans, organizes, and assigns the work as it relates to workflows within the team and coordinates processes across the larger functional area:*** · Drives and promotes continual process improvement for overall department/functional area · Creates an environment which facilitates cross-departmental and cross-functional training opportunities and ensure synchronization of processes between departments/areas · Leads continuous improvement initiatives and participates in projects that impact the department · Partners to drive strategy and future environment for growth and optimal success ***Interfaces and fosters relationships with other functional areas and leaders in the organization:*** · Attends critical meetings that impact the team workflows and deliverables · Coordinates work across areas both externally and internally · Responsible for and acts as a liaison for external and internal relationships and cross-functional teams · This leader is responsible for any offshore relationships, strategy within Retirement Claims ***Provides effective communication across the organization:*** · Conducts team meetings, individual meetings and communicates with peers and/or other support personnel in the organization · Translates business goals and direction to ensure alignment with overall department goals · Routinely identifies and shares information and solicits feedback regarding process improvements and general company departmental information · Cascades information and implements communication plans ***Strategic Planning:*** · Candidate should develop and implement strategy in support of future-year growth plans o Includes planning and seeing initiatives through to execution to support scale · Candidate must possess strong understanding of all financial inputs & impacts across Retirement Claims · Candidate accountable for unit cost performance; including consistent and sustained improvement YoY o Candidate involved in regular FinOps meetings to assess results; and adjust plans where needed · This leader is responsible for any offshore relationships, strategy within Retirement Claims; including developing strategy in support of growth plans and optimizing financial performance ### This candidate will spend time largely in these areas: - This candidate will spend time largely in these areas: - 70% People management, development and team execution - 15% Driving business acumen on team, aligning plans with strategy and iterating on results - 10% Setting and executing strategy for the teams - 5% Focused on industry trends/representation and required capabilities · Periodic travel would be anticipated to industry events, partner visits, engagement activities, and business planning sessions *Periodic travel would be anticipated to industry events, partner visits, engagement activities, and business planning sessions.* ### Qualifications: - - Bachelor’s degree or equivalent leadership experience - At least 5 years of experience in a customer service environment; with a particular focus on Annuity products or partners preferred - Proven interpersonal skills, communication skills and organizational skills - Strong aptitude to problem solve and analyze data - Previous work experience in an Annuity/Retirement or other Claims leadership position is preferred - Proven ability to understand technical concepts and adapt to new systems and applications