Operations Manager, People & Performance

Job Title

The primary purpose of this role includes performance management, coaching, and development of associates and includes service resolution (escalated cases), associate quality trending, supporting the Operations Leader, People & Production and understand the skills they support. Responsible for overseeing a team of service center or processing associates. The core duty of this position is the management and sponsorship of associates including career development, knowledge acquisition, performance management, on-boarding, and ultimately ensuring the ability to meet or exceed quality and productivity-related performance metrics while maintaining service standards. This individual directs the completion of daily work and manages effectively through peak volumes while providing support, coaching, performance feedback, recognition, engagement, and motivation to the team.

Essential Responsibilities

• Monitors associate productivity and drives performance through active performance management.
• Monitors and evaluates quality of associates performing skills, including behavior, technical accuracy, and adherence to company policies; provides coaching, performance feedback and corrective action to associates as necessary.
• Responsible for the professional development of their team members through coaching, identification of development opportunities, and providing stretch assignments as desired.
• Responsible for identifying improvements to associate experience and engagement and, participates in creating action plans to address or improve.
• Communicates goals and expectations with associates regularly through team meetings and one-on-one discussions.
• Performs service-related problem analysis and resolves escalated issues, including service failure resolution. Communicates directly with customers as necessary and provides excellent customer service support.
• Evaluates and partners with the Command Center to appropriately allocate staff, including Strategic Support Program resources, to maintain Jackson's service level agreements (SLAs).
• Performs real-time monitoring and forecasting for assigned skills.
• Supports the requirements and implementation of new or modified processes & capabilities including training and communication approach.
• Understands Jackson's portfolio roadmap for the business and technical capabilities.

Other Duties

• Assists staff with the processing of transactions and customer service support as business needs dictate.
• Performs other duties and/or projects as assigned.

Knowledge, Skills and Abilities

• Proven leadership skills with the ability and desire to manage up and develop staff through coaching, training, and support.
• Proven ability to effectively lead associates in a fast-paced production environment, ensuring completion of work occurs within required SLAs.
• Proven ability to accept, adapt, influence, and positively lead their teams through an ever-changing environment. Ability to lead change initiatives and communicate in a positive manner.
• Strong interpersonal skills with ability to communicate professionally & effectively across all levels within the organization and external customers. Ability to influence and negotiate.
• Strong collaboration skills with the ability to work with individuals across multiple teams to accomplish objectives and build consensus across all levels of the organization.
• Strong business acumen and customer mindset, allowing for service driven process recommendations and associate coaching to exceed customer expectations.
• Ability to think creatively and recommend improvements to processes and procedures in order to increase customer satisfaction and reduce expenses.
• Excellent organizational skills: ability to multitask, delegate, and prioritize tasks and projects to meet deadlines.
• Ability to problem solve and make decisions based on both good business and common sense.
• Strong knowledge of Microsoft Office applications, including Excel, Word, SharePoint, PowerPoint, Teams and Access.
• Familiar with skills and business rules, which may include proficiency with: Jackson's administrative systems, products, distributor rules, tax laws, state and federal regulatory rules.
• Knowledge of financial services and/or insurance industry business operations.

Qualifications

• Bachelor's Degree in a business-related field or equivalent experience required.
• 3+ years of business or communications experience required.
• Insurance or financial services industry experience preferred.
• Prior leadership experience preferred.
• Prior experience in a business role which includes the creation and oversight of communication materials preferred.

Jackson is proud to be an equal opportunity workplace. The Company subscribes to and endorses federal and state laws and regulations relating to equal employment opportunity for all persons without regard to race, color, religion, gender, age, national origin, legally-recognized disability, marital status, legally-protected medical condition, citizenship, ancestry, height, weight, sexual orientation, veteran status, or any other factor not related to the needs of the job. The Company is committed to a policy of equal opportunity. Company facilities and campuses are tobacco-free environments.

Jackson National Life Insurance Company