Operations Supervisor

Job Description

Position Purpose

At Sagicor, we are committed to delivering exceptional service and operational excellence throughout the new business lifecycle. The Operations Supervisor leads a New Business team responsible for application support functions, including requirements management, shared email inboxes, replacement notifications, transfer activity, and related case monitoring.

This role ensures timely, accurate, compliant, and service-focused follow-up while supporting team development, workflow optimization, and a positive producer and customer experience. The Supervisor partners cross-functionally across the organization to improve efficiency, reduce case aging, maintain audit readiness, and strengthen operational performance.

What You'll Do

Team Leadership & Development

• Lead, coach, and develop a team through regular one-on-ones, performance feedback, recognition, and development planning.
• Oversee onboarding, training, cross-training, and knowledge transfer initiatives.
• Foster a collaborative, service-focused, and inclusive team culture.
• Maintain an engaged leadership presence for hybrid and remote employees.
• Participate in recruiting, interviewing, selection, and onboarding activities.

Operations Management

• Oversee daily application support workflow, including:
• Requirements management
• Shared email inbox activity
• Replacement notifications
• Transfer activity
• Status inquiries
• Related case monitoring
• Monitor service levels, inventory, workflow aging, productivity, quality, and workload distribution.
• Resolve complex or escalated operational issues using sound judgment and applicable procedures.
• Ensure accurate, timely processing and case follow-up.

Process Improvement & Analytics

• Analyze workflow trends, requirement turnaround times, transfer delays, replacement activity, NIGO trends, email volumes, and service metrics.
• Recommend and implement process improvements to enhance efficiency, quality, and customer outcomes.
• Support workflow modernization initiatives, automation efforts, reporting enhancements, user acceptance testing, and system improvements.
• Identify root causes of recurring operational issues and recommend corrective actions.

Partnership & Compliance

• Collaborate with Suitability, Licensing, Sales, Distribution, Compliance, Legal, and external business partners.
• Maintain current process documentation, training materials, and procedural resources.
• Ensure compliance with company policies and regulatory requirements, including:
• AML
• OFAC
• HIPAA
• Suitability guidelines
• Replacement regulations
• Licensing requirements
• Documentation standards
• Communicate priorities, operational changes, and project updates effectively.

What You Bring

• Bachelor's degree preferred or an equivalent combination of education, industry experience, and leadership experience.
• Minimum five years of experience in life insurance, annuity, financial services, or operations environments preferred.
• Previous supervisory, team lead, coaching, or people leadership experience.
• Demonstrated ability to lead and develop employees in hybrid or remote work environments.
• Strong analytical, organizational, communication, and problem-solving skills.
• Ability to interpret workflow data, identify trends, and develop practical solutions.
• Knowledge of compliance and regulatory requirements, including AML, OFAC, HIPAA, suitability, replacement, and documentation standards.
• Proficiency with Microsoft Outlook, Word, Excel, PowerPoint, Teams, workflow systems, reporting tools, and business applications.
• Experience supporting process improvement initiatives, automation projects, user acceptance testing, or workflow modernization efforts.
• Ability to exercise sound judgment while maintaining professionalism and confidentiality.

Preferred Qualifications

• Experience within life insurance or annuity new business operations.
• Experience managing shared service workflows or application support teams.
• Experience implementing operational reporting, automation, or process improvement initiatives.
• Completed LOMA 281 and LOMA 291, or the ability to successfully complete both courses within two years of employment.

Leadership Competencies

Successful candidates will:

• Demonstrate Sagicor's values and expected behaviors through daily actions and decisions.
• Provide coaching, guidance, and feedback that supports employee growth and performance.
• Foster accountability, collaboration, and employee engagement.
• Communicate goals, priorities, and expectations clearly and consistently.
• Create a positive and inclusive work environment that promotes team success.

Why Join Sagicor?

At Sagicor, you'll join a collaborative organization dedicated to helping people achieve peace of mind through financial security. We offer opportunities to grow your career, make meaningful contributions, and work alongside talented professionals committed to delivering exceptional service.

Company Benefits

• Competitive compensation
• Medical, dental, and vision coverage
• 401(k) with 4% company match
• Paid time off and company holidays
• Life and disability insurance
• Employee assistance programs
• Professional development opportunities
• Tuition assistance programs
• Hybrid work environment (where applicable)

Sagicor is an Equal Opportunity Employer and welcomes candidates from diverse backgrounds and experiences.