Manager, Retirement Inforce Case Management

The work we do has an impact on millions of lives, and you can be a part of it. We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

Responsibilities: Manages the Team’s Deliverables

Establishes team goals that align with overall departmental goals and strategy

Routinely reviews the team’s deliverables in relation to established goals and standards

Provides oversight to ensure production and quality standards are met

Resolves problems and establishes an escalation process

Drives improvements in team productivity by developing employees

Utilizes key performance indicators and provide useful analytics on capacity and quality.

Manages Individual Contributors

Manages performance to drive results and meet Service Level Agreement (SLA) and Quality standards

Drives employee engagement and motivates employees; including development/career paths

Provides feedback and coaching to improve the overall performance of the team

Defines roles and responsibilities within the team and assigns work appropriately

Promotes culture of high performance by differentiating rewards and recognition

Manages employee development within the team and leverages talent across the department

Identifies training needs

Plans, organizes, and assigns the work as it relates to workflows within the team and coordinates processes across the larger functional area

Drives and promotes continual process improvement for overall department/functional area

Creates an environment which facilitates cross-departmental and cross-functional training opportunities and ensure synchronization of processes between departments/areas

Leads continuous improvement initiatives and participates in projects that impact the department

Partners to drive strategy and future environment for growth and optimal success

Interfaces and fosters relationships with other functional areas and leaders in the organization

Attends critical meetings that impact the team workflows and deliverables

Coordinates work across areas both externally and internally

Responsible for and acts as a liaison for external and internal relationships and cross-functional teams

Provides effective communication across the organization

Conducts team meetings, individual meetings and communicates with peers and/or other support personnel in the organization

Translates business goals and direction to ensure alignment with overall department goals

Routinely identifies and shares information and solicits feedback regarding process improvements and general company departmental information

Cascades information and implements communication plans

This candidate will spend time largely in these areas: 75% people management, development and team execution,

20% driving business acumen on team, aligning plans with strategy and iterating on results,

5% focused on industry trends/representation and required capabilities

Periodic travel would be anticipated to industry events, partner visits, engagement activities, and business planning sessions

Qualifications: Bachelor’s degree or equivalent leadership experience preffered

At least 5 years of experience in a customer service environment; with a particular focus on Annuity products or partners preferred

Proven interpersonal skills, communication skills and organizational skills

Strong aptitude to problem solve and analyze data

Previous work experience in an Annuity/Retirement leadership position is preferred

Proven ability to understand technical concepts and adapt to new systems and applications

Employee Benefits:   We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health.  Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.   

Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

Accommodations for Applicants with a Disability: If you require an accommodation to complete the application and recruitment process due to a disability, please email eric.hess@protective.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

Please note that the above email is solely for individuals with disabilities requesting an accommodation.  General employment questions should not be sent through this process.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.