Mgr In Force Operations
About the Job
If you want to make a positive difference and stand out from the crowd, you’ll fit in at The Standard (www.standard.com). Through our retirement plans and insurance products and services, we help people achieve financial well-being and peace of mind. Come join us and share our passion for serving our customers in a positively different way.
Manage the activities of the IDI InForce Policy Administration teams to meet service levels to contribute to the growth of the IDI business line.
Responsible for managing the work environment, identifying workforce needs and ensuring alignment with corporate manager expectations, values and vision.
Oversee and develop the Customer Management Specialist team and their activities to supports field related activities and service in alignment with department and division goals. Develop and monitor department metrics, procedures and policies and priorities in alignment with Operations department goals; adapt plans and priorities to address resource and operational challenges. Responsible for the selection, development, engagement and salary recommendations of reporting subordinates. Ensure training, documentation and career and development paths are well established and maintained for department staff. Resolve escalated service issues directly with field distribution partners; oversee exception processing. Serve as a technical expert on IDI Inforce operations elements including risk and compliance implications. Identify opportunities for future-state department goals. Participate in developing strategy and goals for department.
Collaborate with IDI leaders and technical resources to design creative workflow and system solutions to solve administrative issues and continue to improve cycle time and field experience. Analyze business workflow to design more efficient methods to complete work in alignment with future state goals and plans. Apply a disciplined problem solving model or approach to solve longer-term opportunities or problems. Anticipate customers’ needs and takes action to improve, prevent and/or resolve related customer service opportunities.
Participate in, lead and/or facilitate training or implementation of special projects, identify and implement improvements in workflow, systems, procedures and product development to ensure effective departmental operations. Coordinate team activities to ensure effective results; determine training needs for each team member to ensure effective, consistent utilization of evolving systems and procedures.
Serve as process and business owner over inforce servicing and experience, partnering with other IDI operations and GSI operations leaders. Develop excellent working relationships with the field for all inforce servicing needs. Establish and maintain solid collaborative relationships with IDI Underwriting, GSI, Actuarial, Sales, Marketing and Legal/Compliance.
Education: Bachelor’s degree in business or related field preferred, and/or the equivalent combination of education and relevant experience.
Experience: Six to seven years of progressively responsible experience in insurance administration or operations and customer service, including two years in a leadership or supervisory role (individual insurance preferred). Proven experience in process improvement disciplines (LEAN or other methodology). Experience in implementing new technology to improve cycle time and customer experience required. Vendor management experience preferred. Project management and leadership experience required.
Professional certification required: industry certification preferred
Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Equities, Inc. and StanCorp Investment Advisers, Inc., marketed as The Standard, are Affirmative Action/Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, gender, sexual orientation, age, disability, or veteran status or any other condition protected by federal, state or local law. The Standard offers a drug and alcohol free work environment where possession, manufacture, transfer, offer, use of or being impaired by an illegal substance while on Standard property, or in other cases which the company believes might affect operations, safety or reputation of the company is prohibited. The Standard requires a criminal background investigation, drug test, employment, education and licensing verification as a condition of employment. All employees of The Standard must be bondable.
For more information regarding your Equal Employment Opportunity applicant rights, click here.
Individuals with disabilities who need assistance or accommodation with the application process should contact HR Direct at 971-321-7871. This number is only for the use of individuals with disabilities who need accommodation with the application process. General inquiries about application status will not be addressed.