AVP, Workforce Management & Call Center Operations

F&G is looking to hire for an AVP, Workforce Management & Call Center Operations position.

The AVP, Workforce Management & Call Center Operations is responsible for the strategic oversight and effective leadership of the Workforce Management and Operational Data reporting functions. This position will provide support for our internal and Third-Party Partner (TPA) Operational Contact Centers and processing teams to ensure KPI’s and SLA’s are achieved and critical customer requirements are met within established timeframes and quality measures. In addition, this role will lead the efforts to support the Data Reporting and Analytics needs of the Operational teams.

Duties and Responsibilities

• Build and implement a strategy and vision for F&G Retail Operations customer contact centers and operational processing teams and partner with Third-Party Partners and Internal F&G Leaders
• Sponsor and prioritize key initiatives to support the strategy and vision including the development of business plans that include expense saving opportunities.
• Business Owner of the internal F&G Telephony/Workforce Management platforms
• Business Owner of Operational Data, Reporting and Analytics
• Oversee the review of trends for phone volume, staffing levels, and customer satisfaction; Act as a Change Leader, working with process owners and stakeholders to implement strategic process changes. Serves as mediator or conflict negotiator on project teams as necessary
• Manage with a strong operations focus, identifying and managing against KPIs, SLAs and metrics-based workforce planning
• Budget, monitor and approve third-Party Contact Center staffing and spend
• Identify and recommend and/or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retention.
• Continually seek to identify growth and efficiency opportunities, and execute in partnership with key stakeholders/partners
• Effective management and resourcing planning for seasonal peak period coverage
• Identify and implement new manual and automated processes and systems as needed.
• Develop and deliver reports and presentations.
• Liaison with Sales Management & Operations Management along with being a key contact with our third-party partner and key distribution partners.
• Build and maintain high level knowledge across all business areas by staying current on initiatives and challenges/opportunities across the business.
• Foster a continuous improvement mindset and environment.
• Ensure the team is using F&G Guidelines and Best Practices for design, development and controls through their work.
• Direct the efforts of a team of Data and Reporting Analyst professionals to deliver on the reporting and analytics needs of Retail Operations
• Oversee the identification and execute on initiatives that will enhance data-driven decisions throughout the organization
• Partner with other analytics leaders to effectively prioritize all department initiatives spanning all customers.
• Partner with the IT Data Leadership to ensure effective and appropriate use of Analysts resources
• Partner with IT to ensure the Analysts have current and effective tools to support the business needs, including appropriate environments for development, testing and production.

Experience and Education Requirements

• Bachelor's degree or equivalent relevant experience
• Minimum of 8 years of experience in a life insurance industry, including a minimum of 5 years of experience leading others.
• Experience leading a Workforce Management organization, with emphasis on customer contact center management and or operational processing, and/or other previous industry experience required.
• LOMA coursework and/or formal business process improvement training such as Six Sigma is a plus.

Knowledge, Skills & Abilities

• Leverages business insights to accurately and reliably prioritize initiatives based on business impact.
• Promotes an environment that encourages the ability to adjust to new work structures, processes, requirements and/or cultures.
• Regarded by customers as an expert in their area.
• Drives effective communication and information exchange among functional areas.
• Challenges current processes and suggests and implements new techniques, methods, and practices to improve effectiveness and efficiencies.
• Ability to coach and mentor team members on business techniques and accelerators used at F&G.
• Builds and maintains strong, credible relationships across the business while maintaining independence.
• Explains business objectives and any business problems