Symetra · 11 hours ago

Assistant Vice President, Customer Service & Operations – Life & Retirement Division

United States

Full-time

Remote

Mid, Senior Level

$121K/yr - $202K/yr

7+ years exp

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Financial ServicesHealth Insurance

Growth Opportunities

No H1B

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Responsibilities

Shape and lead the customer and agent/advisor experience, ensuring alignment with company goals.

Partner with the Service & Operations VP to establish strategic direction, set goals, and drive successful execution.

Build clear, department-wide objectives, encouraging collaboration across Service & Operations teams and actively participating in product development and sales initiatives.

Serve as the lead and decision-maker for Service & Operations in cross-functional projects involving product management, compliance, finance, and marketing.

Sponsor and guide high-visibility projects, delegating tasks to support successful outcomes.

Lead and guide department and unit managers in building high-performing, empowered teams that understand their role and consistently drive for results.

Supervise staffing needs, training, mentoring, and growth opportunities, monitoring team levels and supporting additional staffing as needed.

Cultivate a culture of continuous improvement across all management teams.

Ensure qualitative and quantitative service level targets are achieved and provide regular reporting and analysis to senior leadership.

Call center service levels, for example, such as 75% of calls within 25 seconds, call quality results and CSR availability goals.

Ensure procedures are followed and monitored, including all compliance and legal processes.

Oversight of audits, including implementation of actions required.

Ensure process improvements are sought and implemented as necessary or desired Conduct formal presentations on behalf of department as needed.

Plan, lead and communicate variances for your budget centers.

Qualification

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Management ExperienceLife Insurance ManagementCustomer Service ManagementCall Center ManagementFLMI CertificationFLHC CertificationCLU CertificationEmployee EngagementContinuous ImprovementMetrics Management