Operations Manager, Customer Experience Center

Operations Manager, Customer Experience Center

Company Summary

Come join one of America’s fastest growing insurance companies with a stable history of 175 years. At National Life Group (“NLG”), we offer a flexible work environment with opportunity for growth. As a mission-driven business, our promises are as important as the products we sell. We encourage our associates to live our values: Do Good. Be Good. Make Good.

Our mission extends beyond the insurance and annuities policies that we sell. Our cause is also to make the world a better place through grants from our charitable foundation, paid time for our employees to volunteer, environmentally sustainable and healthy work sites, and events that promote the work of nonprofits in our own backyard.

We invite you to explore what we have to offer and to join our cause.

Role Summary

As Manager for the Customer Experience Center (CEC), you will support the team in executing customer service processes and utilizing tools that are crucial to achieving our vision of providing peace of mind to everyone we serve. This role is vital in overseeing and guiding our Customer Service and Support teams for both the Life Insurance and Annuity business lines. You will play a key role in contributing to service analysis and delivery across multiple sites and lines of business.

Additionally, you will collaborate with distribution leadership and Agency sales relationships, ensuring that offshore and vendor partnerships effectively support CEC operations.

Essential Duties and Responsibilities

Team Leadership:

• Lead, mentor, and manage Contact Center representatives across multiple sites, ensuring efficient and effective customer service to all customers.
• Assist in the development and implementation of strategic, individual, and team goals that align with broader departmental and organizational objectives.
• Encourage a culture of excellence and high performance by providing coaching and development opportunities to team members.
• Promote and foster a team environment that fully embraces and promotes our core values and culture.

Operational Oversight:

• Monitor and help optimize activities for multiple lines of business and sites, maintaining superior service standards.
• Ensure compliance with company policies, and state and federal regulations and best industry practices.
• Maintain rigorous productivity and quality standards through comprehensive audits and reviews.

Service-First Delivery:

• Maintain a solid understanding of our products, services, systems, and business processes to drive top-tier operational efficiency.

• Collaborate with internal teams and external partners to resolve issues and improve service delivery.
• Support the implementation of innovative processes to significantly improve workflow efficiency and resource utilization.

Performance Monitoring and Reporting:

• Provide detailed, data-driven updates to leadership on production metrics, trends, and outcomes, offering insights and recommendations to improve.
• Share insights from routine service delivery observations to help inform product, sales, and technology enhancements.

 

Core Workdays

• This position is presently onsite/hybrid with the expectation of being in the office no fewer than three days per week with current campus days being Monday, Tuesday, and Wednesday (subject to change with business needs and manager discretion).

 Factors that lead to success:

• You are flexible and adaptable, based on the situation   
• You deal comfortably with the uncertainty of change   
• You solve problems creatively
• You get excited about learning
• You are empathetic and intuitively relate to others
• You are intellectually curious and ask questions to get to the root cause of a problems and can imagine, compose, and articulate alternative possible solutions

Minimum Qualifications

• Bachelor’s degree in business, Operations Management, or related fields.
• 3+ years of experience in Life and/or Annuity Operations, Financial Services or related fields. 
• Minimum of 3 years leadership experience.
• Proven ability to supervise and support diverse teams in a fast-paced environment.
• Basic understanding of financial and business principles.
• Effective problem-solving and decision-making skills.
• Good organizational skills and strong attention to detail.
• Ability to contribute to process improvements