Head of Operations & Business Management

For over 50 years, AmeriLife has been a leader in the development, marketing and distribution of annuity, life and health insurance solutions for those planning for and living in retirement. Job Summary As a Director of Operations at SBIA, you have the chance to be a part of an industry-leading department in Business Operations. As a Director of Operations, you will act as a strategic partner for the firms that SBIA supports. You will be responsible for leading a team of Case Managers that process life insurance applications. You also will be assisting with prioritization and execution of continuous improvement initiatives. You will work with leaders across the organization to manage systems, develop initiatives, and design processes that directly impact customer engagement. In this high-impact contributor role, you will be tracking all points of customer engagement, addressing customer service issues, and identifying ways to improve our customer services. We are looking for an individual whose expertise results in excellent customer relationship management and a positive brand image.

Responsibilities Manage a team of Case Managers that process life insurance applications

Effectively coach, in a variety of ways, to drive team results for advisor satisfaction, service, quality, and productivity aligned to department objectives

Actively look for ways to improve the customer experience

Serve as a key contact to leaders within teams, representing process and service details as well as strategy

Regular communication with internal stakeholders such as executives and other customer-facing teams to identify gaps and opportunities

Raising red flags wherever the business process needs correction to ensure the customer has a seamless experience with the company.

Collect, track, and analyze customer feedback and suggest improvements internally based on the insights gathered

Ability to show empathy when customer issues arise

Effectively adopt changing business needs and guide employees through shifting priorities

Actively seek opportunities to expand own sphere of influence through networking, knowledge sharing, and collaboration

Act as the primary point of contact with qualifying advisors and their staff, primarily via phone, email, and service requests

Utilize Case Management System to process and research customer requests in timely manner

Educate financial professionals where to find information online

Oversee and collaboratively assist other business units to assure resolution with satisfaction for the needs of our financial professionals

Exercise judgment to know when to escape issues to senior management

Responding to customer queries in a timely and effective manner, via phone and email

Documenting processes and logging technical issues, as well as customer compliments and complaints

Meet/exceed quality, production, and experiential delivery goals

Stay abreast of industry changes, business processes and firm rules

Assist with other projects as needed

Increase positive advisor experiences that create value and satisfaction, retention, and growth, building on voice of the customer feedback, qualitative and quantitative data

Project a positive image of the organization to employees, customers, industry, and community

Diploma or equivalent (GED) Required Bachelor's degree

Basic Requirements A minimum of 5-8 years of support experience or relevant experience in operations, customer service, project management, or related field

Strong knowledge of processes and impact on the customer

Successful track record of customer-centric decision making

Extensive experience and comfort level with engaging and supporting the needs of high producing Financial Professionals

Outstanding professional presence and positive customer service attitude

Occasional need to travel to client sites and industry meetings via airplane and stay in a hotel for 2-3 nights - up to 6 times per year

What AmeriLife Offers A comprehensive benefits package that includes PTO, medical, dental, vision, retirement savings, disability insurance, and life insurance.

Equal Employment Opportunity Statement We are an Equal Opportunity Employer and value diversity at all levels of the organization. All employment decisions are made without regard to race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity or expression, age, national origin, ancestry, disability, genetic information, marital status, veteran or military status, or any other protected characteristic under applicable federal, state, or local law. Americans with Disabilities Act (ADA) Statement We are committed to full compliance with the Americans with Disabilities Act (ADA) and all applicable state and local disability laws. Reasonable accommodations are available to qualified applicants and employees with disabilities throughout the application and employment process. If you require assistance or accommodation during the application process, please contact us at View email address on click.appcast.io.

Pay Transparency Statement We are committed to pay transparency and equity, in accordance with applicable federal, state, and local laws. Additional compensation information, such as benefits, bonuses, and commissions, will be provided as required by law. All screenings are conducted in accordance with applicable federal, state, and local laws, and information collected will be kept confidential. Today, we are a national leader in the development, marketing and distribution of annuity, life and health insurance solutions, with more than 1,000 associates across the country. AmeriLife partners with leading carriers to support consumers’ financial-wellness goals.

Our Mission AmeriLife offers insurance and retirement solutions to provide peace of mind and help people live longer, healthier lives.