Life Operations – Operations Manager

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Company: Advisors Excel
Location: Topeka, KS 66614

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Job Title: Life Operations Manager
Department: Life Operations
Reports To: Vice President of Life Operations
Job Overview
The Life Operations Manager is responsible for managing the life operations team to provide outstanding customer service to our producers when processing life insurance applications, ordering medical records and paramedical exams, and ensuring the underwriting process is as seamless as possible. The Life Operations Manager will work under the direction of and report directly to the Vice President of Life Operations. They are responsible for the execution and implementation of projects as assigned by the Vice President of Life Operations. They shall coordinate training of new hires incoming to their team and will be responsible for maintaining and creating reports for tracking purposes.
Responsibilities
  • Supervise and coordinate the training of new employees within their task area
  • Instill and maintain Advisors Excel philosophy in all employees and lead by example
  • Resolve issues as brought to them by team members
  • Meet regularly with their direct reports to resolve problems and obtain feedback regarding performance, productivity, and process improvement suggestions
  • Conduct performance appraisals to grow employees
  • Carry out reviews and disciplinary meetings as needed
  • Coordinate with the Vice President of Life Operations with all and any projects
  • Coordinate and develop training program for new hires
  • Coordinate training schedules for all new hires incoming to their area
  • Coordinate and approve direct report’s work schedules and leave requests to ensure proper coverage of all work activities within their team
  • Relate all new or revised Advisors Excel policies, procedures and/or processes to their direct reports to ensure they have the most up-to-date and current information
  • Serve as a resource and content expert to their direct reports; providing them with guidance and availability for questions to clarify the work activities
  • Responsible for reporting and placement tracking in Agency Integrator and Insuresight
  • Responsible for maintaining and running reports as needed for the Vice President of Life Operations
  • Provide one-on-one mentoring and training to both new and current associates
  • Work with VP of Life Operations to asses workflow processes periodically to determine areas for improvement and monitor team’s productivity and turnaround times
  • Partner with Life Vice Presidents
  • Monitor, review, handle and address processing and service issues which will include time-sensitive research and problem resolution
  • Define business requirements and service enhancements as requested
  • Manage various vendor relationships
  • Develop carrier relationships for escalation handling in new business and underwriting
Skills and Experience Needed
  • 5 or more years experience working in the insurance services industry is required
  • 3 or more years experience working as a life insurance case manager is preferred
  • 3-5 years managerial experience is required for all external applicants
  • Bachelor’s degree strongly desired
  • Agency Integrator proficiency is preferred
  • Ability to lead and take initiative with projects
  • Strong phone skills with ability to empathize and defuse escalated situations
  • Proven capability of project implementation and project management
  • Capability of working as a team member
  • Able to work independently; set and meet own deadlines without supervision
  • Ability to work well with all levels of management and support staff
  • Strong customer service and interpersonal skills
  • PC proficiency, including strong knowledge of auxiliary equipment
  • Ability to analyze data and compose informative reports
  • Superior demonstrated verbal and written communication skills
  • Time management and ability to handle multiple tasks in a fast paced environment
  • Proven analytical, problem solving and decision making skills
  • Ability to learn specific product information, administrative systems, rules and regulations
  • Willing to enhance education through training and industry education
  • Professional approach and appearance
Physical Demands
  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
  • While performing the duties of this job, the employee is regularly required to:
    • Sit for extended periods of time
    • Read computer screens and mail, email, talk on the phone
    • Unpack and move supplies up to 25 lbs.
    • Work occasional evenings and weekends and attend events required
Work Environment
  • Professional and deadline-oriented environment in an office setting; and,
  • Interaction with staff and customers