Supervisor Operations Business Services

Job Description:

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own. 
 

We’re actively seeking a talented Supervisor to join our Operations team in Omaha, NE or Newport Beach, CA.

As an Operations Supervisor, you’ll move Pacific Life, and your career, forward through service excellence in quality and efficiency of processing, meeting established service level commitments, and leading positive interactions with customers. Our team plays a significant role in impacting our clients’ choice to conduct their business through Pacific Life. You will fill a role that oversees 10-12 staff members within our Inforce Processing Team, within the Consumer Market Division. Your colleagues will include fellow Core Operations professionals.

The Inforce Processing Team is responsible for managing maintenance and service requests on inforce life insurance policies and annuity contracts. This includes processing financial transactions such as withdrawals and surrenders, as well as non-financial updates like address changes, beneficiary updates, and policy change requests. The team works directly with policyholders, financial professionals, and internal partners to ensure timely and accurate handling of complex service needs. Candidates should have experience providing services to life insurance customers, particularly large organizations with multiple groups of policies (100+ lives) and a variety of unique life insurance products. Annuity operations experience is also essential, including an understanding of customers in both the annuity and RIA space where processing occurs across multiple operating systems and may require more manual or complex handling.

How you’ll help move us forward:

Team Performance and Development

• Leveraging “Leader as Coach” competencies, conducts monthly 1:1s with all team members to discuss performance and development opportunities. Provides additional informal “on the job” (integrated) coaching through regular work observation and review.

• Team meets established performance expectations for productivity, service quality, policy adherence and demonstration of core skills and competencies.

• Supports staff with resolution of complex or escalated customer issues, using defined handling guidelines.

• Monitors workflow, productivity, and quality within team; Demonstrates awareness of workflow impacts and ability to adapt team activities accordingly. Identifies opportunities for successful resource sharing among peer processing teams and departments.

• Develops organizational bench-strength by accelerating abilities of top performers, broadening the professional skills of mid-performers, and defining action plans to hold lower performers accountable to meeting standards.

• Performs staff check-ins and performance reviews by established HR timeframes.

Team Culture and Morale

• Fosters inclusion, positive morale and working relationships within team.

• Actively promotes a balance between supporting the customer (SLA metrics) and the employee experience (development, work life balance).

• Leads regular team meetings, promoting clear communication, collaborative discussion and helping team positively adapt to change.

• Seeks opportunities to reward and recognize staff achievements and desired behaviors.

• Creates a visible, daily presence and engagement with hybrid and remote staff, both while in-office and when working from home.

• Interviews, hires, and onboards new talent effectively.

Operations and Dept. Support Initiatives

• Participates in assigned projects, committees, etc. by impactfully contributing to discussions and outcomes, ensuring department needs are addressed, meeting deadlines, and communicating to impacted stakeholders.

• Proactively identifies and communicates trends impacting team’s ability to meet core performance objectives, providing recommendations for improvements to direct leader.

• Collaborates and communicates effectively with peers (within and outside of team) and cross-organizational business partners.

• When working with customers and employees, refers to and supports third party service p