Operations Lead - Center

Company Overview

Come join one of America’s fastest‑growing insurance companies. Since 1848, National Life Group has aimed to keep our promises, providing families with stability in good times and in bad. Throughout that history, we have helped families plan their futures.

Our mission extends beyond the insurance and annuities policies that we offer. We strive to make the world a better place through grants from our charitable foundation, paid volunteer time for our employees, environmentally sustainable and healthy workplaces, and events that promote the work of nonprofits in our own backyard.

We foster a collaborative environment with opportunities for growth and encourage our associates to live our values:
Do good. Be good. Make good.

The Operations Lead plays a key role in After Issue Services by promoting a seamless service experience for both internal and external customers. The Operations Lead will help the team succeed in meeting production, quality, and customer service goals. This role is highly customer‑facing and frequently communicates with agents, customers, and internal teammates across operations. A successful candidate has mastery of processes, can explain the why behind what we do, resolves complex escalations, engages and motivates team members and coaches them for improvement, and utilizes relationships to address issues efficiently.

The Operations Lead models urgency, quality and caring curiosity to aid the team in achieving goals and resolving field concerns and demands.

This position currently offers an onsite work schedule. The expectation is to be in the office four (4) days per week during onsite core days (Monday, Tuesday, Wednesday, Thursday). These dates and core days may change with advance notification and manager discretion.

• Collaborate with leadership and other internal & external stakeholders to achieve team goals, including production and quality goals while ensuring a positive team dynamic.
• Maintain foundational knowledge and understanding of daily processing (e.g., business systems, best practices, product knowledge). Continuously seek means to improve processing times while maintaining quality and service expectations.
• Mentor and teach others regarding internal work processes and opportunities to gain efficiencies and drive change for positive upstream and downstream impact. Teach team members how to be successful in their daily production.
• Identify gaps in internal processes and partner with stakeholders to implement, communicate, and document changes to drive consistency and a positive customer experience across the organization.
• Work closely with manager (and workflow coordinator, as applicable) to assess team metrics and determine urgency and priorities. Assign tasks and training to team members to ensure production needs are consistently met.
• Work with Team Manager (and others) to resolve complex escalations, and keep key stakeholders informed when necessary.

• High School Diploma.
• 3–5 years of relevant work experience.
• Life insurance and/or Annuity industry experience required.
• Manages ambiguity.
• Demonstrates emotional intelligence and interpersonal savvy.
• Elevates others.
• Collaborates.
• Manages complexity and problem solving.
• Business insights.
• Resourcefulness.
• All other duties as assigned.

• Bachelor’s Degree.
• Experience in financial services including banking or asset management.

• Your benefits start day one and are flexible and customizable to your and your family’s specific needs. Check out the BENEFITS of a Career at National Life!

The base pay range for this position is the range National Life reasonably and in good faith expects to pay for the position, taking into account factors such as prior experience, job‑related knowledge, education, training, certificates, current business needs, and market factors. The final salary or hourly wages offered may be outside this range based on other reasons and individual circumstances.

In addition to base pay, the total compensation package may include a full range of medical, financial, and other benefits (including 401(k) eligibility, paid time off, vacation, sick time, and parental leave), dependent on the position offered. The successful candidate may also be eligible to participate in National Life’s discretionary annual incentive programs, subject to program rules. If hired, the employee will be in an "at‑will" position and National Life reserves the right to modify base salary or any other discretionary payment or benefit program at any time, including for performance or market factors.

National Life is accepting applications for this role on an ongoing basis and the role remains open until filled.