SILAC Insurance Company · 1 day ago
Director of Suitability Operations and Conservation
Salt Lake City,UT,US
Full-time
Onsite
Mid, Senior Level
5+ years expSILAC Insurance Company is seeking a Director of Suitability Operations and Conservation to provide strategic leadership and governance for the Suitability Review and Annuity Conservation functions. The role involves ensuring compliance with regulatory expectations while driving operational excellence and performance management across teams.
Financial ServicesInsuranceLife Insurance
Responsibilities
Leads and develops managers and teams responsible for suitability review and conservation outcomes
Works with HR and leadership to recruit, hire, and retain high-performing teams, including succession planning and leadership development
Establishes performance expectations tied to compliance quality, customer outcomes, service levels, and persistency results
Creates a culture of accountability, strong documentation discipline, and operational excellence
Provides leadership for employee relations through proactive communication, goal setting, training, performance management, and issue resolution
Owns the enterprise strategy for suitability operations and conservation, aligning department goals with business objectives, product strategy, and regulatory expectations
Develops, maintains, and enforces suitability and conservation policies, procedures, and internal controls to support audit readiness and market conduct defensibility
Partners with Compliance and Legal to ensure suitability decision frameworks, documentation standards, and escalation protocols meet current regulatory and company requirements
Leads preparation for and response to internal audits, external examinations, regulator inquiries, and formal complaint investigations related to suitability or conservation
Establishes and monitors service standards for suitability turnaround time, case resolution, and conservation outreach performance
Oversees end-to-end suitability operations including intake, risk identification, documentation validation, escalation handling, approval/decline decision support, and file integrity standards
Oversees conservation strategy and execution including retention outreach, case handling, trend analysis, root-cause identification, and strategy effectiveness
Drives operational improvements through process redesign, automation opportunities, workload balancing, and streamlined case handling
Oversees vendor relationships and service performance where applicable, ensuring measurable outcomes, quality controls, and cost effectiveness
Establishes and leads a suitability and conservation quality program, including audit sampling, error trend reporting, coaching feedback loops, and corrective action plans
Ensures suitability determinations and conservation activity are documented clearly, consistently, and defensibly
Identifies operational and compliance risks, escalates emerging issues, and leads resolution plans in partnership with key stakeholders
Uses data to identify trends such as replacement patterns, early lapse/free-look activity, complaint drivers, and high-risk sales behaviors
Defines key metrics and reporting standards for suitability and conservation performance
Builds and maintains dashboards that track production, turnaround time, quality, outcomes, and risk indicators
Provides executive-level reporting and recommendations to leadership on trends, risks, and operational capacity
Uses analytics to support staffing models, workload forecasts, training needs, and process improvement prioritization
Serves as a primary operational leader and subject matter expert for suitability and conservation practices
Drives alignment across internal teams and distribution partners to ensure consistent expectations, communication, and execution
Oversees communication between staff and sales agents/IMO's regarding case status, documentation requirements, suitability outcomes, and conservation activities
Communicates clearly and frequently to keep employees informed and ensure consistent adoption of changes
Qualification
Required
Knowledge of multiple operational functions with demonstrated leadership in regulated insurance or financial services environments
Minimum of 5 years' experience building and leading teams and managers; ability to hire, develop, motivate and organize resources to build a highly engaged and high performing team
Strong working knowledge of data analysis and performance metrics, including service levels, quality, and outcome-based measurements
Strong working knowledge of annuity suitability standards, documentation expectations, and retention/conservation best practices
Demonstrated ability to lead cross-functional initiatives and influence outcomes across departments and distribution partners
Proven ability to manage risk, implement internal controls, and maintain audit-ready operational documentation
Excellent communication skills and the ability to build successful working relationships across the organization
Capability to consider details from various sources and integrate them to logically support a conclusion
Effectively handle sensitive personnel issues, complaints and disciplinary actions
Detail-oriented and analytical thinker with ability to plan, prioritize and meet deadlines
Bachelor's degree in business administration or related field or 3-5 years of business management experience; or any combination of education, professional training or work experience that demonstrates ability to do the job
Preferred
Experience supporting market conduct exams, complaint management, and regulatory documentation standards
Experience with policy administration systems, workflow tools, and reporting dashboards
Benefits
Medical Plans, including FSA and HSA
Dental and Vision
401(k) (Roth and Traditional)
Pet Insurance
Parental Leave
Paid Time and Sick Time off
10 Paid Holidays and 1 Birthday Pay
Paid Volunteer Time
College Tuition Reimbursement
Company
SILAC Insurance Company
SILAC Insurance Company is an insurance company that offers financial services.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$75MKey Investors
Hildene
2025-12-08Acquired
2023-01-06Private Equity· $75M
Leadership Team
G. Daniel Acker
President and Chief Marketing Officer
Recent News
Alternative Credit Investor
2026-01-03
Alternative Credit Investor
2025-12-11
Business Wire
2025-12-08
Company data provided by crunchbase