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Knighthead Life · 1 day ago

Head of Inforce Business

Charlotte, NC

Full-time

Onsite

Director/Executive

7+ years exp

Knighthead Life is a service and technology-oriented insurance company providing retirement solutions. The Head of Inforce Business is responsible for overseeing all aspects of inforce policy administration and ensuring operational excellence, compliance, and superior customer service across the organization.

FinanceFinancial ServicesInsuranceRetirement

Hiring Manager

Lindsay Delacerna, SHRM-CP

Responsibilities

Attract, motivate, and lead exceptional operational team members

Direct and manage all inforce policy transactions, including financial (premium payments, withdrawals, transfers, reconciliations) and non-financial (beneficiary changes, address updates, policy servicing) activities

Oversee agency processing, ensuring compliance with licensing, suitability, and regulatory requirements

Lead the integration and optimization of workflows on the company’s administration platform, collaborating with IT and business teams to enhance automation and data accuracy

Supervise contact center operations, ensuring prompt and accurate responses to policyholder and agent inquiries

Develop and maintain service standards, training programs, and quality assurance initiatives for customer-facing teams

Identify opportunities for automation and process improvement, leveraging existing software and related technologies to increase efficiency and reduce manual work

Monitor key performance indicators (KPIs) for transaction volumes, accuracy, turnaround times, and customer satisfaction

Ensure all inforce and agency transactions comply with all applicable regulations and company policies, including privacy, anti-fraud, and recordkeeping requirements

Oversee reconciliation processes for financial transactions and policy issuance

Recruit, train, and mentor inforce processing, agency, and contact center staff

Foster a culture of accountability, continuous improvement, and customer-centricity

Qualification

Annuity operationsInsurance administration platformsRegulatory complianceProcess improvementLeadershipAnalytical skillsCRM toolsWorkflow managementCommunication skillsProblem-solving skills