Director of Insurance Operations

Job Description

Job Description

Northwestern Mutual is a rapidly growing, integrated financial services firm. We proudly represent the 170-year tradition of Northwestern Mutual and are committed to delivering an exceptional client experience. We are seeking a highly organized and proactive Director of Insurance Operations to oversee all insurance operations and client service functions for our growing practice. This individual will serve as a key member of the team, ensuring operational excellence, managing insurance casework from start to finish, and delivering a seamless experience for clients.

Responsibilities 

Client Service & Communication
•    Serve as a primary point of contact for clients regarding insurance-related questions, policy servicing needs, and account updates.
•    Deliver a high-touch client experience through timely communication, proactive follow-up, and exceptional service.
•    Build and maintain strong client relationships while ensuring all client requests are handled accurately and efficiently.
•    Coordinate communication between clients, advisors, underwriting teams, and the home office.
•    Assist with client meeting preparation and follow-up activities as needed.

Insurance Operations & Case Management
•    Oversee all insurance operations for the practice, ensuring cases move efficiently from application through policy delivery.

•    Prepare, review, submit, and track insurance applications, underwriting requirements, and policy servicing requests.
•    Manage policy changes including beneficiary updates, ownership changes, premium inquiries, and policy reviews.
•    Ensure accuracy and compliance of all insurance documentation and client records.
•    Maintain detailed case notes, workflow tracking, and reporting systems.
•    Manage and optimize CRM data, client records, reporting, and future activity tracking.
•    Identify opportunities to improve processes, increase efficiency, and enhance the client experience.
•    Prioritize and manage multiple cases, projects, and deadlines simultaneously.

Team Leadership & Collaboration
•    Serve as the operational leader for insurance-related processes and workflows.
•    Partner with advisors and team members to ensure a smooth and consistent client experience.
•    Participate in team meetings, providing updates on case status, service initiatives, and operational priorities.
•    Help establish and maintain best practices for client service and operational excellence.

Qualifications 

Experience & Designations
•    3+ years of financial services or insurance industry experience required. 
•    Prior experience in insurance operations, client service, case management, or practice operations preferred. 
•    Bachelor's degree in business, finance, or related field preferred, or equivalent professional experience. 
•    Life & Health insurance licensing preferred or ability to obtain licensing if required.

Skills 
•    Exceptional attention to detail and accuracy. 
•    Proven ability to manage multiple priorities and tasks in a fast-paced environment. 
•    Strong organizational and time-management skills. 
•    Excellent verbal and written communication skills. 
•    Ability to build trust and maintain strong client relationships. 
•    Strong problem-solving and critical-thinking abilities. 
•    Ability to work independently while collaborating effectively with a team. 
•    High degree of professionalism, discretion, and confidentiality. 
•    Proactive mindset with the ability to anticipate needs and move cases forward with minimal oversight. 
•    Desire to take ownership of processes and continuously improve the client experience.