Senior Director, Account Management & Connect Desk

Job Family

Account / Relationship Management

About Us 

 

At Transamerica, hard work, innovative thinking, and personal accountability are qualities we honor and reward. We understand the potential of leveraging the talents of a diverse workforce. We embrace an environment where employees enjoy a balance between their careers, families, communities, and personal interests.  

 

Ultimately, we appreciate the uniqueness of a company where talented professionals work collaboratively in a positive environment — one focused on helping people look forward and plan for the best life possible while providing tools and solutions that make it easier to get there. 

     

Who We Are 

  

We believe everyone deserves to live their best life. More than a century ago, we were among the first financial services companies in America to serve everyday people from all walks of life.  

Today, we’re part of an international holding company, with millions of customers and thousands of employees worldwide. Our insurance, retirement, and investment solutions help people make the most of what’s important to them. 

We’re empowered by a vast agent network covering North America, with diversity to match. Together with our nonprofit research institute and foundation, we tune in, step up, and are a force for good — for our customers and the communities where we live, work, and play. United in our purpose, we help people create the financial freedom to live life on their terms. 

What We Do 

 

Transamerica is organized into three distinct businesses. These include 1) World Financial Group, including Transamerica Financial Advisors, 2) Protection Solutions and Savings & Investments, comprised of life insurance, annuities, employee benefits, retirement plans, and Transamerica Investment Solutions, and 3) Financial Assets, which includes legacy blocks of long term care, universal life, and variable and fixed annuities. These are supported by Transamerica Corporate, which includes Finance, People and Places, General Counsel, Risk, Internal Audit, Strategy and Development, and Corporate Affairs, which covers Communications, Brand, and Government and Policy Affairs. 

 

Transamerica employs nearly 7,000 people. It’s part of Aegon, an integrated, diversified, international financial services group serving approximately 23.9 million customers worldwide.* For more information, visit transamerica.com.  

Job Description Summary

Provide leadership and strategic direction to the Account Management and Connect Desk management team and staff responsible for internal customer support functions and service to retirement plan sponsors, advisors and TPAs in the institutional market. Design and deliver service models and strategies to drive client loyalty and satisfaction.

Job Description

Responsibilities

• Oversee department budget and operational planning to deliver on strategic and tactical goals.
• Establish overall direction and oversight of service models to drive client loyalty, satisfaction, and net promoter score.
• Manage internal client service teams.
• Establish and oversee budgets and staff models.
• Approve decisions regarding service strategy, locations and service team structures.
• Approve department/team goals and direct priorities that support company objectives.
• Handle high-level issues through to resolution.
• Work with management teams across business groups to align practices.
• Drive efficiency and automation of business processes.
• Develop service strategy, locations and service team structures.
• Drive new business acceptance, client repricing and fee waiver processes.
• Manage client retention activities and monitor outcomes.
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