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SILAC Insurance Company · 4 hours ago

New Business Operations Manager

Salt Lake City,UT,US

Full-time

Onsite

Mid, Senior Level

1+ years exp

SILAC Insurance Company is seeking a New Business Operations Manager to lead the Annuity New Business Team, focusing on customer service and application processing. The role involves developing administrative processes, ensuring effective workflows, and managing staff to promote a high-performing team and customer satisfaction.

Financial ServicesInsuranceLife Insurance

Responsibilities

Provide leadership, direction, and subject matter expertise for the Annuity New Business Team, specifically related to customer service, administration, and new business application processing

Lead staff in delivering superior, friendly, personalized customer service, while promoting SILAC's products and mission, to achieve customer satisfaction and loyalty

Develop and supervise annuity administrative processes from new business through application approval and issuance

Ensure annuity administrative functions are communicated and integrated with other departments to meet the needs of business alliance partners

Understand specialty areas and create productive relationships across all parts of the company to maintain up-to-date knowledge of processes and products

Meet the service needs of external business partners when appropriate

Stay current with industry trends, products, suitability criteria, and administrative services to facilitate efficiencies and best management practices

Promotes the value of products and services, represents the company's mission and values by providing personalized service and is committed to establishing and sustaining a strong, professional, and focused team engaged in a productive collaboration with our sales agents and business partners

Ensure the highest quality of service is provided in an efficient manner by conforming to and complying with the goals and objectives of the company

Establish division objectives that support corporate goals and produce regular status reports

Develop and present performance related reports and metrics

Oversee the new business administrative processes spanning from application entry to policy approval/issuance of Annuity products

This involves receipt, system-entry, customer payments, identifying additional information needed, tracking the stage of each application, error/mismatch resolution, and issuing and mailing the policy

Ensure effective workflows, maximize system efficiencies, monitor quality performance measures, and confirm appropriate completion of work assignments

Establish time standards for prompt application approval/policy issuance

Analyze workflow and processes to increase productivity

Partner and collaborate effectively with all functional areas of the business

Make recommendations for change as appropriate

Oversee staff; assist with goal setting and establishing standards; Clearly define roles and responsibilities and ensure staff has the authority, understanding, and experience required

Develop supervisory standards and practices

Create employee development and training program(s) to train staff members in their defined roles and responsibilities

Assist in development of employee achievement programs to incentivize goal setting and accountability

Assess individual employee performance and conduct timely performance appraisals

Promote teamwork, discussion, and cooperation among staff and other departments

Ensure timely communication and sharing of information with team members

Work with staff to resolve work-related issues and concerns

Approve personnel actions such as hiring, disciplinary, termination and/or salary recommendations

Participate in training, coaching and motivation of employees including career path development

Motivate, cultivate, and mentor a high-performing team

Promote a respectful and diverse workplace

Develop and maintain departmental policies and procedures

Communicate professionally with policyowners, sales agents, and company staff to ensure information is accurate and complete

Continually enhance ability to effectively explain changes and remedy misunderstandings

Initiate clear and frequent communication with supervisor, other Annuity New Business staff, and employees in other departments

Monitor team chat to answer any questions other representatives have while on the phone with customers

Develop new and enhance existing processes and procedures for the Annuity New Business team by actively seeking the knowledge of department staff to ensure the needs of the customers are met through timely end to end application processing and to meet other service needs as they arise

Continuously improve processes, procedures, and documentation; and submit requests for system enhancements to support changes and efficient workflow

Ensure development and maintenance of written material to guide and train staff

Assist employees in documenting and updating policies for each service action, including communicating with management for incidents such as fraud, privacy issues, complaints, compliments, and suggestions

Report to and perform other work or projects as directed by the Directors of New Business

Qualification

Annuity product knowledgeLeadership experienceTeam managementProblem-solvingCommunication skillsDetail-orientedPC applicationsCollaborationDocumentation

Required

At least 1+ years of business experience in the annuity industry; solid understanding of distribution, marketing, and operations

At least 1+ years of leadership experience

Demonstrate advanced proficiency in one or more major service areas and consistently exceed standards in all

Detail-oriented, well organized, and highly self-motivated with ability to complete tasks correctly and in a timely manner

Ability to solve problems, oversee the resolution of tactical issues and make decisions promptly

Demonstrate strength in building effective teams and developing direct reports and others

Ability to work at minimum 45 hours per week to meet the standards and business needs of the department

Team management, including team workload and capacity management, and team performance and metrics (such as cycle time, issued rate, and persistency)

Personnel management, including team and individual performance (goals, metrics, individual development plans, general performance management and individual workload management)

Proficiency in Annuity product knowledge and guidelines

Knowledge of Annuity forms and their requirements

Responsible for collaboration across enterprise-wide teams

Ability to communicate professionally and clearly in speech and in writing. Skill in explaining complex information with patience and in simple, understandable ways

Experience using computers including PC applications such as MS Word, MS Excel, or Outlook