Special Handling & Research Manager
- Part-time
- Department: third
Job Description
At Northwestern Mutual, we believe relationships are built on trust. That our lives and our work matter. These beliefs launched our company nearly 160 years ago. Today, they're just a few of the reasons why people choose to build careers at Northwestern Mutual.
We're strong and growing. In a company with such a long and storied history, this may be the most exciting and important time to be a part of Northwestern Mutual. We're strong, innovative and growing.
We invest in our people. We provide opportunities for employees to grow themselves, their career and in turn, our business.
We care. We make a positive difference in our communities. Nationally, thousands have benefitted from our support of research and programs to fight childhood cancer. Each year, our Foundation, employees and financial representatives donate time, talent and financial support to causes they're passionate about.
We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.
What's the role?
Characterized by proactively identifying, recommending, and implementing changes to policies and procedures to enhance effectiveness and efficiency of the business unit. Motivates, coaches, sets performance standards and evaluates performance of management and non-management staff, and works with employees on career development. Identifies and addresses employee relations issues, according to the terms of the bargaining agreement. Has oversight of departmental corporate complaint process and adherence to guidelines. Serves as a primary division resource on cases involving compliance issues. Responsible for managing and leading a cross-divisional field Advocate Team that serves as a point of contact for the field on sensitive cases that require resolution. The manager leads service recovery efforts by examining root causes of servicing gaps that impact both the field and client and implements improvements to both processes and procedures. Voice of customer survey data is leveraged to assess servicing effectiveness and help guide decision making on improvement opportunities. The manager is responsible for coordinating and executing on a strategy to expand the reach of the Advocate Team and service recovery efforts to each network office. As such, the manager is responsible for nurturing strong working relationships with all levels of field personnel. Responsible for maximum operational efficiency of division through planning, directing and coordinating the division’s service activities, analysis of customer satisfaction, identifying changing service demands and maintaining departmental service standards. Works with management teams to recommend and incorporate consistent service strategies and standards to address new technology, products and processes, recommends changes and identifies measures for analysis of division results. Coordinates any training efforts. Demonstrated ability to lead or actively participate inmid and large-scale projects that impact the department and beyond.
Bring Your Best! What this role needs:
Bachelor’s degree or an equivalent combination of education and progressively responsible work experience.
Minimum eight years management level experience preferably in insurance operations.
Extensive leadership and mentoring/coaching experience, plus a strong interest in managing people are required.
Experience with process improvement and workflow.Advocate for Continuous Learning & Improvement efforts.
Excellent verbal and written communications skills with the ability to motivate, challenge and negotiate with employees of all levels to obtain maximum operational efficiency.
Superior ability to communicate with a diverse customer base and resolve issues with escalation to upper management.
Demonstrated ability to independently analyze and solve problems.
- Demonstrated ability to understand overall Company/POS customer service needs/challenges.
Req ID: 3421
Position Type: Regular Full Time
Education Experience: Bachelor's Desired
Employment Experience: 6-8 years
Licenses/Certifications: FINRA Series 26; FINRA Series 6
FLSA Status: Exempt
Posting Date: 12/08/2015
Additional Information
All your information will be kept confidential according to EEO guidelines.
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