Supervisor Annuity New Business

Job Description

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better.

Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own.

We’re actively seeking a talented Annuity New Business Supervisor to join our Annuity New Business team in Newport Beach, CA or Omaha, NE.

As an Annuity New Business Supervisor, you’ll move Pacific Life, and your career, forward through service excellence in quality and efficiency of processing, meeting established service level commitments, and leading positive interactions with customers. Our team plays an important role in impacting our clients’ choice to conduct their business through Pacific Life. You will fill a new role that sits on a team of 48 people in the Consumer Market division.

Your colleagues will include fellow Core Operations professionals.

• Team meets established performance expectations for productivity, service quality, policy adherence and demonstration of core skills and competencies.
• Supports staff with resolution of complex or escalated customer issues, using defined handling guidelines.
• Monitors workflow, productivity, and quality within team;
  Demonstrates awareness of workflow impacts and ability to adapt team activities accordingly. Identifies opportunities for successful resource sharing among peer processing teams and departments.
• Develops organizational bench-strength by accelerating abilities of top performers, broadening the professional skills of mid-performers, and defining action plans to hold lower performers accountable to meeting standards.
• Leveraging “Leader as Coach” competencies, conducts monthly 1:1s with all team members to discuss performance and development opportunities. Provides additional informal “on the job” (integrated) coaching through regular work observation and review.
• Ensures staff have time and resources available to work towards development objectives.
• Performs staff check-ins and performance reviews by established HR time frames

• Fosters inclusion, positive morale and working relationships within team.
• Actively promotes a balance between supporting the customer (SLA metrics) and the employee experience (development, work life balance).
• Leads regular team meetings, promoting clear communication, collaborative discussion and helping team positively adapt to change.
• Seeks opportunities to reward and recognize staff achievements and desired behaviors.
• Creates a visible, daily presence and engagement with hybrid and remote staff, both while in-office and when working from home.
• New Employee Hiring and Onboarding
• Provides candidates with clear overview of position and benefits;
  Identifies candidates well matched for the organization’s culture and who possess the right skill set for long-term career success.
• Effectively assimilates new team members, helping them understand role, responsibilities, and purpose. Utilizes onboarding tools effectively to monitor new hire success.
• Ensures staff responsible for delivering training are skilled, prepared, and support a positive learning experience.
• Collaborates with department training partners through all phases of staff training, supporting established learning and onboarding initiatives. Participates in training modules as assigned.
• Supports the development of newly onboarded Supervisors by modeling and providing guidance on best practices around supervision and department functions.

• Participates in assigned projects, committees, etc. by impactfully contributing to discussions and outcomes, ensuring department needs are addressed, meeting deadlines, and communicating to impacted…