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OneAmerica Financial · 2 months ago

Operations Manager - Customer Engagement Center

Indianapolis, IN

Full-time

Onsite

Mid, Senior Level

3+ years exp

OneAmerica Financial is dedicated to creating certainty for its customers and enhancing their experiences. The Operations Manager will lead teams to optimize customer experience and maintain performance standards while overseeing operations within the Individual Life Financial Services environment.

BankingCrowdfundingEducationFinancial Services

H1B Sponsor Likely

Responsibilities

Coaching, mentoring, workforce development

Ensuring Team is properly staffed

Ensures associates are trained properly

Drives efficiencies and process improvement

Integrating EWA into daily operations

Managing escalations and resolving issues

Aligning team capabilities with forecasted volumes

Achieving service level and performance metrics

Supporting peers and cross-functional collaboration

Monitors call quality

Leading or contributing to projects and process improvements

Qualification

Insurance processes knowledgeLeadership skillsTeam managementOperational software proficiencyData analysis toolsAnalytical skillsCall center experienceFive9 phone systemProblem-solving skillsDecision-making abilitiesCommunication skillsInterpersonal skills

Required

College degree in Business Administration, Insurance, or related field required

3-5 years of experience in management role with direct reports

2-3 years of call center experience

Strong leadership and team management skills

Excellent analytical, problem-solving, and decision-making abilities

Deep understanding of insurance processes and regulatory requirements

Proficiency in operational software and data analysis tools

Exceptional communication and interpersonal skills

Equivalent combinations of education and experience considered

Preferred

Experience with Five9 phone system preferred but not required

Company

OneAmerica Financial

Glassdoor3.6

OneAmerica Financial® is a national financial services organization helping people build greater certainty for better moments, every day.

Founded in 1877

Indianapolis, Indiana, USA

1001-5000 employees

http://oneamerica.com

H1B Sponsorship

OneAmerica Financial has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (7)

2022 (7)