Director Operational Effectiveness
Maple Grove, MN
Full Time
Experienced
Director Operational Effectiveness
Summary
As a Director of Operations at SBIA, you have the chance to be a part of an industry-leading department in Business Operations. As a Director of Operations, you will act as a strategic partner for the firms that SBIA supports. You will be responsible for leading a team of Case Managers that process life insurance applications. You also will be assisting with prioritization and execution of continuous improvement initiatives. You will work with leaders across the organization to manage systems, develop initiatives, and design processes that directly impact customer engagement. In this high-impact contributor role, you will be tracking all points of customer engagement, addressing customer service issues, and identifying ways to improve our customer services. We are looking for an individual whose expertise results in excellent customer relationship management and a positive brand image.
Responsibilities
H.S. Diploma or equivalent (GED) Required
Bachelor's degree
Basic Requirements
Summary
As a Director of Operations at SBIA, you have the chance to be a part of an industry-leading department in Business Operations. As a Director of Operations, you will act as a strategic partner for the firms that SBIA supports. You will be responsible for leading a team of Case Managers that process life insurance applications. You also will be assisting with prioritization and execution of continuous improvement initiatives. You will work with leaders across the organization to manage systems, develop initiatives, and design processes that directly impact customer engagement. In this high-impact contributor role, you will be tracking all points of customer engagement, addressing customer service issues, and identifying ways to improve our customer services. We are looking for an individual whose expertise results in excellent customer relationship management and a positive brand image.
Responsibilities
- Manage a team of Case Managers that process life insurance applications
- Effectively coach, in a variety of ways, to drive team results for advisor satisfaction, service, quality, and productivity aligned to department objectives
- Have a keen focus on employee engagement while balancing productivity
- Assist with setting team goals, establish vision, and take action to achieve goals as it relates to SBIA’s strategic initiatives
- Actively look for ways to improve the customer experience
- Serve as a key contact to leaders within teams, representing process and service details as well as strategy
- Develop and maintain internal relationships inside and outside assigned department to resolve service issues
- Identify and take responsibility for addressing operational and organizational challenges that impact the team
- Regular communication with internal stakeholders such as executives and other customer-facing teams to identify gaps and opportunities
- Raising red flags wherever the business process needs correction to ensure the customer has a seamless experience with the company.
- Collect, track, and analyze customer feedback and suggest improvements internally based on the insights gathered
- Ability to show empathy when customer issues arise
- Effectively adopt changing business needs and guide employees through shifting priorities
- Actively seek opportunities to expand own sphere of influence through networking, knowledge sharing, and collaboration
- Act as the primary point of contact with qualifying advisors and their staff, primarily via phone, email, and service requests
- Utilize Case Management System to process and research customer requests in timely manner
- Educate financial professionals where to find information online
- Pay close attention to detail and process work accurately
- Oversee the resolution of complex issues that may involve multiple departments and persons
- Oversee and collaboratively assist other business units to assure resolution with satisfaction for the needs of our financial professionals
- Work independently to make decisions regarding resolution of issues
- Exercise judgment to know when to escalate issues to senior management
- Take ownership of service failures and stay involved throughout the service recovery process
- Work collaboratively with the other members of the leadership team to ensure high-level of service and team goals are met
- Responding to customer queries in a timely and effective manner, via phone and email
- Documenting processes and logging technical issues, as well as customer compliments and complaints
- Provide back up support for other members of the leadership team and independently coordinate service continuity during any work absence
- Meet/exceed quality, production, and experiential delivery goals
- Ensure that all published Service Levels are met/exceeded
- Stay abreast of industry changes, business processes and firm rules
- Assist with other projects as needed
- Increase positive advisor experiences that create value and satisfaction, retention, and growth, building on voice of the customer feedback, qualitative and quantitative data
- Project a positive image of the organization to employees, customers, industry, and community
- All other duties as assigned
H.S. Diploma or equivalent (GED) Required
Bachelor's degree
Basic Requirements
- A minimum of 5-8 years of support experience or relevant experience in operations, customer service, project management, or related field
- Strong knowledge of processes and impact on the customer
- Successful track record of customer-centric decision making
- Ability to cope with and persevere through frequent and unexpected changes
- Strong interpersonal skills - exceptional oral and written communication skills with a strong attention to detail
- Excellent organizational skills, with the ability to handle multiple tasks
- Extensive experience and comfort level with engaging and supporting the needs of high producing Financial Professionals
- Ability to display relentless poise in a fast/high pressure and demanding environment with a heightened level of advisor dedication
- Outstanding professional presence and positive customer service attitude
- Occasional need to travel to client sites and industry meetings via airplane and stay in a hotel for 2 – 3 nights – up to 6 times per year
- Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
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