Manager, Retirement Inforce Case Management

• Manage the Inforce case management team and day-to-day department operations
• Establish team goals aligned with departmental goals and strategy
• Review team deliverables against established goals and standards
• Ensure production, service level, and quality standards are met
• Resolve problems and establish escalation processes
• Improve team productivity using employee development and key performance indicators
• Manage performance, employee engagement, motivation, development, and career paths
• Provide feedback and coaching
• Define team roles, assign work, and identify training needs
• Drive process improvement and continuous improvement initiatives
• Coordinate workflows and processes across departments and functional areas
• Participate in projects impacting the department
• Partner on strategy and future growth
• Foster relationships with internal and external stakeholders and cross-functional teams
• Conduct team and individual meetings and communicate organizational information
• Translate business goals into departmental alignment
• Identify and share process improvement information and solicit feedback
• Cascade information and implement communication plans
• Spend approximately 75% on people management, development, and team execution; 20% on business acumen and strategic alignment; 5% on industry trends, representation, and capabilities

• Bachelor’s degree or equivalent leadership experience preferred
• At least 5 years of experience in a customer service environment
• Experience with Annuity products or partners preferred
• Proven interpersonal, communication, and organizational skills
• Strong aptitude to problem solve and analyze data
• Previous work experience in an Annuity/Retirement leadership position preferred
• Ability to understand technical concepts and adapt to new systems and applications

Demonstrates strong leadership in managing teams, driving performance improvement, and aligning departmental goals with organizational strategy. Proficient in fostering relationships, coaching employees, and implementing process enhancements to achieve high service levels and productivity.

• Team Management
• Performance Improvement
• Customer Service Experience
• Annuity Product Knowledge
• Interpersonal Communication

• Data Analysis
• Problem Solving
• Employee Development
• Process Improvement
• Goal Setting

• Organizational Skills
• Motivation
• Coaching
• Collaboration
• Communication

• Bachelor’s Degree

• Annuity
• Retirement
• Customer Service
• Stakeholder Engagement
• Cross-Functional Coordination