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Sr Director, Retirement Customer Support
ProtectiveUnited Statesfull_timeVerifiedPosted 6 Jan 2023
About the role
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 Senior Director of Retirement Customer Support has oversight responsibility for the customer and advisor contact center experience with all retail retirement products: from the time an application is submitted and issued, through the ownership/money management phase, and ultimately until a final claim or payout is made. This leader will drive strategy, set goals and manage results through new business case phone support and the full product lifecycle interactions, focusing on both Customer and Advisor experience with a money-management mindset. This leader will interact regularly with Divisional Senior Leadership to align KPIs with relationship and growth goals, and will partner closely with other leaders focused on Case Management Support, Partner Support, Operations Support and Product Support for the Division.
The Senior Director of Retirement Customer Support will directly lead the operational managers focused on the key deliverable areas mentioned here, with several management-level direct reports. This leader will also be a collaborator and coordinate expectations with several shared-services leaders for support and technology they will provide these customers and advisors. This leader will plan and manage a multi-center operational budget and have oversight into key vendors supporting these teams.
Responsibilities· Provides leadership to manager direct-reports, and informal mentorship to other Retirement Operations key personnel· Is accountable for the service and financial performance and results of multiple contact center teams· Develops business or organizational Roadmap for key experience priorities and critical technology capabilities and infrastructure· Makes strategic and prioritization decisions that are guided by organizational objectives and resource availability· Impacts the growth and relationship business results of the Division by setting priorities, allocating resources, and developing policies and plans· This candidate will spend time largely in these areas: 35% driving business acumen on team, aligning strategy with industry and iterating on results, 20% budgeting and resource oversight, 30% people management and leadership development, 15% focused on industry trends/representation and required capabilities· Periodic travel would be anticipated to industry events, partner visits, engagement activities, and business planning sessions
Qualifications · 5+ years of Financial Services management experience, with a particular focus on Annuity products. Specific knowledge of our current Divisional product lineup is preferred.· Securities or insurance license as required, plus demonstrated expertise in implementing requirements of contact center personnel for separate account business· Experience driving business results by setting priorities, allocating resources, and developing policies and executing plans that align with overall Divisional-level strategy. · In-depth understanding of the business dynamics of how these functions integrate with each other to provide a comprehensive, consistent money-management experience.· Identifies and resolves complex multi-dimensional business problems. · Ability to navigate the complexity of the telephony technology landscape for the Division, represents our business need within the overall IT and telephony shared model.· Representation in Retirement-industry business forums, has comprehensive understanding of internal and industry standards and principles. · Demonstrated ability to influence/lead others outside of direct scope, including other Divisional leaders, Divisional forums, IT and Business Relationship leaders, vendors, etc. Employee Benefits: We aim to protect our employees' wellbeing through a broad benefits offering. For example, we protect physical wellbeing through health, dental and vision insurance. We protect mental wellbeing through mental health benefits and an employee assistance program. We protect time away from work with a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). We protect financial wellbeing through contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards. Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.
Diversity and Inclusion: At Protective, we are committ
The Senior Director of Retirement Customer Support has oversight responsibility for the customer and advisor contact center experience with all retail retirement products: from the time an application is submitted and issued, through the ownership/money management phase, and ultimately until a final claim or payout is made. This leader will drive strategy, set goals and manage results through new business case phone support and the full product lifecycle interactions, focusing on both Customer and Advisor experience with a money-management mindset. This leader will interact regularly with Divisional Senior Leadership to align KPIs with relationship and growth goals, and will partner closely with other leaders focused on Case Management Support, Partner Support, Operations Support and Product Support for the Division.
The Senior Director of Retirement Customer Support will directly lead the operational managers focused on the key deliverable areas mentioned here, with several management-level direct reports. This leader will also be a collaborator and coordinate expectations with several shared-services leaders for support and technology they will provide these customers and advisors. This leader will plan and manage a multi-center operational budget and have oversight into key vendors supporting these teams.
Responsibilities· Provides leadership to manager direct-reports, and informal mentorship to other Retirement Operations key personnel· Is accountable for the service and financial performance and results of multiple contact center teams· Develops business or organizational Roadmap for key experience priorities and critical technology capabilities and infrastructure· Makes strategic and prioritization decisions that are guided by organizational objectives and resource availability· Impacts the growth and relationship business results of the Division by setting priorities, allocating resources, and developing policies and plans· This candidate will spend time largely in these areas: 35% driving business acumen on team, aligning strategy with industry and iterating on results, 20% budgeting and resource oversight, 30% people management and leadership development, 15% focused on industry trends/representation and required capabilities· Periodic travel would be anticipated to industry events, partner visits, engagement activities, and business planning sessions
Qualifications · 5+ years of Financial Services management experience, with a particular focus on Annuity products. Specific knowledge of our current Divisional product lineup is preferred.· Securities or insurance license as required, plus demonstrated expertise in implementing requirements of contact center personnel for separate account business· Experience driving business results by setting priorities, allocating resources, and developing policies and executing plans that align with overall Divisional-level strategy. · In-depth understanding of the business dynamics of how these functions integrate with each other to provide a comprehensive, consistent money-management experience.· Identifies and resolves complex multi-dimensional business problems. · Ability to navigate the complexity of the telephony technology landscape for the Division, represents our business need within the overall IT and telephony shared model.· Representation in Retirement-industry business forums, has comprehensive understanding of internal and industry standards and principles. · Demonstrated ability to influence/lead others outside of direct scope, including other Divisional leaders, Divisional forums, IT and Business Relationship leaders, vendors, etc. Employee Benefits: We aim to protect our employees' wellbeing through a broad benefits offering. For example, we protect physical wellbeing through health, dental and vision insurance. We protect mental wellbeing through mental health benefits and an employee assistance program. We protect time away from work with a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). We protect financial wellbeing through contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards. Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.
Diversity and Inclusion: At Protective, we are committ
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