Head of Production Management - WFG

Job Description Summary

This role leads and sustains the transformation of WFG Service Operations through the service delivery and production teams.

• Develop tools for measuring and monitoring internal operational performance and third-party vendor performance. Collaborate with data and analytics teams and implement programs to ensure data quality.
• Implement process improvements within current processes incorporating data and analytics to measure and sustain benefits.
• Administer low code platform configuration and implement AI tools and robotics processing automation.
• Source and facilitate service tooling and digital service delivery with best-of-class platform providers. Manage the tooling for multi-market, multi-product distribution across financial services industry verticals including insurance, annuities, wealth, group, banking, private market and liquidity.
• Develop and implement assurance programs for service quality, process efficiency, and work-force management. Collaborate with service and process leadership to support performance improvement.
• Collaborate with digital platform designers and executives responsible for agent/advisor experience. Engage field leaders, platform users (VOC), product providers, and control functions (legal, finance, compliance) for overall service delivery governance.
• Accountable for continuous improvement in efficiency, productivity and overall satisfaction (NPS).
• Engage stakeholders to develop ambitious and clear strategic priorities; communicate the strategic narrative to employees.
• Serve as a subject matter expert for stakeholders across the organization. Includes knowledge of multiple products, features, benefits, pricing, etc., and their relative positioning in the marketplace. Represent current and emerging industry developments/trends in strategic discussions.
• Foster employee engagement by building a non-hierarchical culture of collaboration, transparency, and trust across the team.
• Recruit, develop, and lead high-performing teams with expertise in advanced process management, low-code platform administration, process automation, platform integration, artificial intelligence, and modern service technologies including RESTful APIs and streaming architectures.
• Lead the modeling and design of automated service solutions within a scalable service architecture framework to drive sustained improvements in operational efficiency, service quality, and user experience.
• Own the strategy and execution of service tooling across diverse financial services verticals—including insurance, annuities, wealth management, group benefits, banking, private markets, and liquidity—to support multi-market, multi-product distribution.

• Bachelor’s degree in business, finance, or related field, or equivalent experience.
• 15+ years of leadership experience in operations and service delivery, with deep knowledge of customer expectations, product trends, and the competitive landscape.
• Proven success leading enterprise-wide transformation initiatives and transitioning to business-as-usual operations.
• Strategic thinker with the ability to simplify complexity into actionable, prioritized plans.
• Exceptional communication, decision-making, and stakeholder engagement skills.
• Strong leadership presence with a focus on team development, collaboration, and performance.
• Expertise in continuous process improvement, including performance monitoring, output management, and training of process professionals.
• Demonstrated success in process engineering designed to deliver sustained high levels of service quality, drive automation, and eliminate waste.
• Experience configuring omni-channel infrastructure (telephony, workflow, transaction processing) and delivering event-driven workflows, robotic process automation (RPA), and vendor-integrated services.
• Proven application of AI in service management, training, and task support using service data and digital interactions to drive adoption and use.
• Deep understanding of financial services supply chain protocols and integration standards (DTCC, ACORD, SWIFT, REST, JSON).
• Proficient in process improvement methodologies:
  Lean Six Sigma (L6r),…