Head of Production Management - WFG

Job Family Operations - General About Us At Transamerica, hard work, innovative thinking, and personal accountability are qualities we honor and reward. We understand the potential of leveraging the talents of a diverse workforce. We embrace an environment where employees enjoy a balance between their careers, families, communities, and personal interests. Ultimately, we appreciate the uniqueness of a company where talented professionals work collaboratively in a positive environment - one focused on helping people look forward and plan for the best life possible while providing tools and solutions that make it easier to get there.

Who We Are We believe everyone deserves to live their best life. More than a century ago, we were among the first financial services companies in America to serve everyday people from all walks of life. Today, we're part of an international holding company, with millions of customers and thousands of employees worldwide. Our insurance, retirement, and investment solutions help people make the most of what's important to them.

We're empowered by a vast agent network covering North America, with diversity to match. Together with our nonprofit research institute and foundation, we tune in, step up, and are a force for good - for our customers and the communities where we live, work, and play. United in our purpose, we help people create the financial freedom to live life on their terms.

What We Do Transamerica is organized into three distinct businesses. These include
1) World Financial Group, including Transamerica Financial Advisors,
2) Protection Solutions and Savings & Investments, comprised of life insurance, annuities, employee benefits, retirement plans, and Transamerica Investment Solutions, and
3) Financial Assets, which includes legacy blocks of long term care, universal life, and variable and fixed annuities. These are supported by Transamerica Corporate, which includes Finance, People and Places, General Counsel, Risk, Internal Audit, Strategy and Development, and Corporate Affairs, which covers Communications, Brand, and Government and Policy Affairs. Transamerica employs nearly 7,000 people. It's part of Aegon, an integrated, diversified, international financial services group serving approximately 23.9 million customers worldwide.
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Job Description Summary This role leads and sustains the transformation of WFG Service Operations through the service delivery and production teams.

Job Description Responsibilities
* 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. Engaging 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…