Director, Retirement New Business Case Management

• Lead the New Business case management and Agent Onboarding teams
• Ensure optimal service delivery for New Business contracts across Retirement retail products
• Manage New Business and Agent Onboarding strategy and day-to-day operations
• Oversee processing and money/fund management activities
• Ensure service levels and quality standards are met
• Establish team goals aligned with departmental strategy
• Review deliverables against goals and standards
• Resolve problems and establish escalation processes
• Drive productivity, employee engagement, development, and career paths
• Provide feedback, coaching, training, and performance management
• Plan and assign workflow and coordinate processes across functional areas
• Lead continuous improvement initiatives and department-impacting projects
• Build relationships with internal and external stakeholders and cross-functional teams
• Communicate business goals, information, and process improvements across the organization
• Develop and implement strategies supporting future-year growth plans
• Manage unit cost performance and participate in Fin Ops meetings
• Oversee offshore relationships and strategy for New Business and Pending Board teams
• Partner with Product and Sales teams on forecasts, rate trends, and strategic planning
• Travel periodically to industry events, partner visits, engagement activities, and business planning sessions

• Bachelor’s degree or equivalent leadership experience
• 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 New Business case management and Agent Onboarding teams, ensuring optimal service delivery and alignment with departmental strategies. Proven ability to drive productivity, employee engagement, and continuous improvement initiatives while building relationships with stakeholders.

• Leadership Experience
• Customer Service Management
• Annuity Product Knowledge
• Data Analysis Skills
• Interpersonal Communication

• Problem Solving
• Data Analysis
• Workflow Coordination
• Performance Management
• Financial Operations Management

• Interpersonal Skills
• Organizational Skills
• Communication Skills

• Bachelor’s Degree

• New Business Management
• Agent Onboarding
• Retirement Products
• Continuous Improvement
• Stakeholder Engagement