Manager, Operations Case Management

Group 1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can-do culture. Group1001’s culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes. This goal extends to how we hire and onboard our most valuable assets – our employees.

Group 1001, and its affiliated companies, is strongly committed to providing a supportive work environment where employee differences are valued. Diversity is an essential ingredient in making Group 1001 a welcoming place to work and is fundamental in building a high-performance team. Diversity embodies all the differences that make us unique individuals. All employees share the responsibility for maintaining a workplace culture of dignity, respect, understanding and appreciation of individual and group differences.

Job Summary:

The Manager, Operations Case Management is responsible for building out and managing a dedicated service support team that works with our IMO channel. This includes National Account Managers, IMOs, and their associated sales representatives for Delaware Life. The objective of this position is to deliver outstanding service to our IMOs which improves customer loyalty and creates additional sales opportunities. Support will include initiatives to educate our IMOs and their sales representatives on operational and service procedures, product features and service guidelines.

The Manager will use their knowledge of our Products and Services, and the IMO marketplace, to provide guidance to their team to make it easy to do business with Delaware Life. This role will also be responsible for identifying opportunities to improve the IMO and sales representative experience and execute on process improvements.

Main Accountabilities:

• Oversee the day-to-day operations including staff management, workload distribution, organizational strategy, training/onboarding, and troubleshooting
• Provides guidance and coaching to service team members to assist with resolving complex service matters
• Establish strong working relationships with internal and external distribution partners
• Assist team members in resolving escalated issues from IMOs/sales reps and internal teams as needed
• Assist team members in establishing strong working relationships with existing and prospective IMOs/sales reps
• Identify opportunities to increase the IMO/sales rep experience for increased product sales
• Conduct timely and accurate communications with Distribution and Operations team members to inform of and help alleviate IMO/sales rep issues
• Coordinate on-going training and development for team members
• Establish and coordinate onboarding process for new hires
• Provide analysis and communicate complex matters and resolutions to senior management across Delaware Life
• Create and provide management reports and dashboards to Senior Leadership on KPIs 
• Create staff performance management metrics and monitor results
• Ensure team’s compliance with state and federal regulations, and all company operating procedures

Qualifications:

• Bachelor’s degree preferred
• Minimum 2+ years of prior management (or relevant) experience with having managed a team of customer service and/or financial operations professionals
• Demonstrated ability to communicate effectively and concisely on complex matters to all levels of management
• Knowledge of Annuity Products, (Fixed, Fixed Index, and Variable) required
• Requires strong analytical and organizational skills
• Detail oriented and capable of managing multiple initiatives at one time
• Excellent communication skills both verbal and written
• Demonstrated ability to prioritize and execute on conflicting priorities
• Strong leadership skills and proven ability to work effectively and collaboratively within a team environment
• FINRA Series 6 (or 7), 26 (or 24) and 63 required, or ability to obtain Series 26 within six months of hire date
 

Benefits Highlights:  

Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001’s benefits package. Employees (and their families) are eligible to participate in the Company’s comprehensive health, dental, and vision insurance plan options. Employees are also eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability, and to enroll in the Company’s Employee Assistance Program and other wellness initiatives. Employees may also participate in the Company’s 401K plan, with matching contributions by the Company. 

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