Life & Annuities Back Office Supervisor

Work Location:           Remote
Experiences:              Minimum 2 years in leadership position within a L&A processing environment
                                   Minimum 5 years of life insurance and annuity experience
Base Salary Range:   $60k-$80k plus Annual Bonus 

 

Life & Annuities Back Office Supervisor:

 

The mission of this job is to begin transition into a leadership role while being support to the Manager or Senior Manager. This role is a steppingstone to learn the basic leadership skill sets and enhance for career progressions.  The day-to-day tasks can vary and change as needed. 

 

Essential functions:

 

• Supervise & support team of 10-15 U.S.-based back-office associates.
• Prioritize service level agreement (SLAs) and achieving Key Performance Indicators (KPIs)
• Cultivate positive team culture with regular communications to your team, where overall morale is among the top priorities.
• Ensure adequate coverage daily, and make any necessary adjustments to schedules, breaks or lunches as needed.
• Monitor associate performance trends and provide coaching where necessary.
• Provide ongoing coaching, evaluations, and feedback to encourage & develop associates.
• Review, modify and approve associate timesheets on a daily and/or weekly basis.
• Collaborate with Workforce Management (WFM) team to develop and maintain associate schedules.
• Develop scheduling system for paid time off (PTO) requests, allowing associates to request PTO while ensuring adequate phone coverage.
• Handle all aspects of HR related duties in a supervisory role.
• Consolidate, track and ensure completion of all required training, and proactively supporting non-required training for employee growth.
• Collaborate with internal senior leadership to ensure the team has adequate knowledge & resources to maximize performance.
• Partner with Quality Assurance (QA) evaluator to ensure associates meet or exceed call quality performance standards.
• Be the source of information and statistics for internal leadership regarding team performance.
• Partner with client leadership/contacts and communicate regularly to develop strong rapport.

 

Required skills: 

 

• Leadership – Ability to set a positive culture, motivating associates and recognizing the impact, both positive & negative, your actions will have on the team.
• Management – Consistently performing tasks or collaborating with others to develop schedules, objectively assess associate performance and
• Communication– Able to communicate effectively with senior leadership, client leadership and associates alike.
• Organization – Ability to structure a daily routine which aligns with team and client needs.
• Prioritization – Able to properly allocate time to the most important tasks, while being flexible to shift priorities where necessary.

Work experience requirements:

 

• Minimum 2 years in leadership position within a L&A processing environment
• Minimum 5 years of life insurance and annuity experience
• Proven written and verbal communication skills.
• Proficiency with Microsoft Office is preferred, including MS Word, MS PowerPoint, and MS Excel