140 applicants

Company

Thrivent · 15 hours ago

VP, In-Force Operations

United States

Full-time

Remote

Senior Level, Lead/Staff

$220K/yr - $330K/yr

15+ years exp

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Responsibilities

Develop and oversee key performance indicators to drive consistent, timely execution of the life cycle across the continuum of New Business, ensuring that Thrivent’s In-Force block is administered consistently with product design expectations, legal and compliance requirements. Lead the design and development of new approaches to In-Force management to drive industry-leading advancements and differentiation in the marketplace.

Leads the development and/or strategic leveraging of frameworks for the systematic implementation and advancement of strategic priorities, driving effective, efficient collaboration across the enterprise. This includes knowledge transfer, progress tracking, and the continuous reexamination and reimagination of current processes. Strategic priorities will be approached from a system-wide perspective, integrating all service and client-facing environments to create synergies that benefit clients, advisors, employees, and the Thrivent brand. This leader will exercise sound judgment in managing risk and proactively seizing opportunities to optimize the role of In-Force, ensuring alignment with broader organizational goals.

Drive the execution of the operations strategy to advance Thrivent’s ability to achieve its strategic priorities, specifically in the transformation and modernization of the company. This includes leading collaboration efforts and contributing to the reimagination of both client and advisor experiences.

Align In-Force initiatives with enterprise priorities, partnering with Product Operating Model Teams to drive the successful achievement of organizational objectives.

Lead the development and implementation of key performance indicators to define, measure, and ensure adherence to performance standards for In-Force transactions (withdrawals, surrenders, policy changes, etc.).

Hold full accountability for the management of a $4.4 million In-Force budget, ensuring optimal allocation and use of resources.

Establish and refine high-performing, relationship-based teams to consistently deliver exceptional service experiences across all product lines.

Serve as a strategic thought leader in collaboration with DD&T to implement innovative technology solutions, including Unified Buying Experience, CCaaS integration, Robotics, Document Management, and Workflow Automation, among others.

Lead efforts with IT to assess the current technology landscape, encompassing 18 disparate systems across administration, payment, and document generation. Formulate and execute strategies to optimize legacy systems, identify opportunities to drive cost efficiency, enhance service delivery, and improve client and field experiences through technological advancements.

Drive continuous improvement by identifying and seizing opportunities to streamline the In-Force support process, reducing costs while enhancing the client experience. Leverage data, technology, vendor solutions, and client feedback to achieve these objectives.

Establish and implement a strategic, multi-year roadmap with clear operational measures, defining targeted areas for improvement in the client and field experience, and ensuring alignment with annual goals.

Develop and maintain a robust quality program, continuously monitoring its performance to ensure high levels of customer loyalty and satisfaction.

Strategically collaborate with departments within GCO Ops (GCO, In-Force Operations, Contact Center, Claims, Operations Development & Relations, Operations Fulfillment, TIMI & TAN) and across the broader organization, including DD&T and Distribution, to drive and achieve overarching business objectives.

Stay ahead of industry trends by maintaining deep knowledge of current and emerging developments in the In-Force business. Assess their impact and collaborate with senior management to incorporate these trends into current and future strategic plans.

Establish and enforce strong operational controls, proactively identifying and mitigating risks to protect the organization and ensure sustainable operations.

Play a key role in risk management, analyzing potential impacts to risk programs, product pricing, business mix, and assets under management to support strategic decision-making.

Collaborate with the Service Quality Management team to implement service enhancements and modifications to legacy systems, ensuring they align with organizational goals and customer needs.

Partner with eSolutions, digital and IT to implement self service functions.

An experienced and inspirational leader who will bring out the best from their team and others.

Recruit, develop, and sustain a high-performing team while promoting and fostering a culture of shared accountability, engagement, client-centricity, operational excellence (including client and advisor experiences), innovation, continuous improvement and partnership and collaboration across the team.

Drive best-in-class service and staffing models to support service and staffing implications for new products, product changes and/or sales promotions.

The VP, In-Force Operations will model Thrivent’s leadership competencies.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Operational LeadershipFinancial Services ExperienceSeries 6 CertificationSeries 26 CertificationStrategic LeadershipNew Business ProcessesUnderwriting ProcessesChange ManagementLOMA/LIMRA DesignationsSix Sigma CertificationRelationship Management

Required

Bachelor’s degree in business, management, or related business field.

Demonstrated experience (15+ years) leading operational functions or related area in the financial services industry at a senior level.

Experience navigating complex and matrixed organizations to achieve desired results.

Strong communication skills to inform and engage all layers of management and stakeholders.

Demonstrated vision and strategic leadership skills along with strong influencing abilities.

Experience with effectively leading through change; Passionate about leading on a large scale through others and leveraging systems to engage people and drive results.

In-depth knowledge of New Business and Underwriting processes.

Series 6 & 26 required within 90 days of hire.

In-Force illustrations and re-proposal experience.

A strategic thought partner, this leader must demonstrate critical thinking and excellent judgment.

Tenacious, committed, constructive, and results-oriented, with high-energy and sense of urgency.