Director, Operations Inforce Services and Claims

Job Description:

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own.
We’re actively seeking a talented Director to join our Consumer Markets Division (CMD) Core Operations Inforce Services team in Omaha, NE or Newport Beach, CA.
This role is hybrid. We believe in empowering our employees to get work done both in and out of the office.
As a Director over CMD Core Operations Inforce and Claims, you’ll move Pacific Life and your career, forward by planning, organizing, and directing the Inforce Processing and Claims teams, including leaders and front-line staff, and related interactions with peripheral Operations and divisional business partners. You'll drive successful outcomes from department, delivering an exceptional customer and employee experience. You will fill a new role which sits on a team of approximately 65 people in the CMD Core Operations division.

How you’ll help move us forward:

• Accountable for department meeting established performance expectations for productivity, service quality, case resolution and policy adherence.
• Develops a skilled, cross-trained talent pipeline for all staff and leaders, ensuring on-boarding, comprehensive department training, long-term career development, and performance and attrition management strategies are effectively executed.
• Provides Managers and Supervisors with guidance and resources to meet their defined job responsibilities while developing their demonstrated growth in core Leader Attributes. 
• Identifies trends impacting teams’ ability to meet performance objectives and ensures solutions are developed to address obstacles.      
• Uses extensive knowledge of Operational service objectives, systems, and processes to organize and direct department infrastructure in a way that maximizes team effectiveness; Considers global impact to Operations in decision making.  
• Seamlessly incorporates divisional, industry, legal changes into teams. 
• Continually evaluates daily work processes and service quality and presents solutions to enhance workflow efficiencies, as well as the service experience for the internal customer, Financial Professional, and Broker Dealer while minimizing financial and compliance risk.  
• Effectively cascades organizational objectives and information in a timely manner, helping teams positively understand and adapt to change.
• Ensures department fosters inclusion, positive morale, and strong working relationships.
• Actively promotes balance between supporting the customer (SLA metrics) and the employee experience.   

The experience you bring:

• 4-year degree or equivalent experience
• 7 years of proven management experience (or demonstrated progressive leadership experience) within the financial services industry, preferably within a service-focused Operations environment. 
• Demonstrated drive and ability to motivate, develop, and direct multiple levels of employees (entry level to tenured) to meet core departmental objectives around accuracy, speed, service quality, professionalism, and skill building.
• Demonstrates strong knowledge of annuity and/or life insurance products and systems utilized to support those products.  Experience with risk management oversight, and state and federal licensing, appointment, and training regulations as they pertain to annuity or life insurance administration is highly desirable.    
• Ability to maintain strong organizational skills in a high-volume, fast paced environment under tight deadlines.
• Strong critical thinking and judgement skills are critical to position, along with comfort using data to inform decisions.  
• Strong ability to plan, lead and implement successful project outcomes within a team. 
• Excellent communication skills and ability to deal successfully with a variety of internal and external customers.

You can be who you are.
People come first here. We’re committed to a diverse, equitable and inclusive workforce. Learn more about how we create a welcoming work environment through Diversity, Equity, and Inclusion at www.pacificlife.com. What’s life like at Pacific Life? Visit Instagram.com/lifeatpacificlife.
Benefits start Day 1.
Your wellbeing is important. We’re committed to providing flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we’ve got you covered.
• Prioritization of your health and well-being including Medical, Dental, Vision, and a Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents
• Generous paid time off options including Paid Time Off, Holiday Schedules, and Financial Planning Time Off
• Paid Parental Leave as well as an Adoption Assistance Program
• Competitive 401k savings plan with company match and an additional contribution regardless of participation.#

#LI-JS1

Base Pay Range:

The base pay range noted represents the company’s good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications and geographic location. Also, most employees are eligible for additional incentive pay.

$123,570.00 - $151,030.00

Your Benefits Start Day 1  
 

Your wellbeing is important to Pacific Life, and we’re committed to providing you with flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we’ve got you covered.

• Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents

• Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off

• Paid Parental Leave as well as an Adoption Assistance Program

• Competitive 401k savings plan with company match and an additional contribution regardless of participation

EEO Statement:

Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.