AVP, Retirement Plan Services Call Center

AVP, Retirement Plan Services Call Center

Remote :
Work at home employee residing outside of a commutable distance to an office location.

Relocation assistance:is not available for this opportunity.

Requisition #:76534

• You will lead a dynamic team in an environment that is constantly changing. Provide training and development opportunities, including stretch assignments, for team members while providing honest and open feedback to aid in the development of talent. You will direct and evaluate individual/team performance and take appropriate action to meet and/or exceed performance standards for assigned areas of responsibility.
• You will hold leaders and the team accountable for staffing, capacity, attendance, engagement and consistent execution.
• You will own the numbers – service level, abandon rate, average speed to answer, quality, productivity, customer satisfaction, establish clear targets and quickly address gaps.
• You will direct, establish and implement priorities, performance goals and objectives to ensure the departmental results are met while evaluating performance and taking appropriate action to meet or exceed performance standards.
• You will provide strategic leadership and direction to continually improve the capabilities and results for your area while contributing to strategic creation.
• You will develop, maintain and analyze appropriate metrics and control mechanisms for operations including using data and analysis to improve business results by targeting opportunities and process improvements within the call center team.
• You will build strong working relationships with key internal/external stakeholders to effectively understand and anticipate projects, products or regulatory changes which may impact operations.
• You will be responsible for developing and managing the budget for your area.
• You will create a culture where leaders don’t just report problems, but rather own solutions expecting clear action plans, deadlines, measurable outcomes and follow-through on process improvements and root cause resolution to improve customer experience.
• Cultivate and manage offshore strategic partnerships, fostering strong vendor relationships to enhance talent delivery, improve operational efficiency, and support scalable business growth.

Must-have experience (Required):

• 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's)
• 10+ Years experience years in a Client Services and/or Call Center leadership role that directly aligns with the specific responsibilities for this position, including 5+ years of managerial, supervisory, and/or demonstrated leadership experience including influencing senior management/critical stakeholders experience
• Experience managing people leaders
• Operational Leadership Experience – setting Key Performance Indicators, managing workload/staffing models, managing departmental performance
• Strategic Planning/Execution

Nice-to-have experience (Preferred):

• Process re-engineering experience
• Experiencing managing strategic partnerships
• Managing/leading teams that are in office, hybrid and fully remote

• Up to 25% (international required)

Applications for this position will be accepted through September 3, 2026, subject to earlier closure due to applicant volume.

At Lincoln Financial, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future.

• Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes
• Leadership development and virtual training opportunities
• Free financial counseling, health coaching and employee assistance program
• Tuition assistance program
• Work arrangements that work…