Customer Operations Supervisor

Overview:
Lead a high-performing operations team dedicated to delivering exceptional service and operational excellence for Employer Benefits Solutions clients and customers. The Supervisor is accountable for achieving service, quality, productivity, and compliance objectives while fostering a culture of accountability, continuous improvement, and associate development. Working collaboratively with leaders and business partners across Operations and the enterprise, this role drives process improvements, manages operational risk, and ensures the successful delivery of critical business outcomes that support clients, customers, and the organization.

Success in this role requires strong people leadership, sound operational judgment, the ability to navigate change, and a commitment to delivering exceptional outcomes for customers, clients, and the business.

• Supervises the daily activities of support or production team members; does not typically perform the work supervised.
• Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors.
• Establishes quality control procedures, scalable solutions and continuous improvement while making sure the work is handled equitably.
• Problem solving guided by policies and procedures; receives guidance and oversight from manager.
• Audits & monitors compliance with company policies.
• Relationship management – develops strong relationships with external and internal partners.

• Corporate formal leadership experience (minimum 1-2 years), with skills to motivate and develop staff in a fast-paced, customer service-focused environment.
• Strong interpersonal, written, and verbal communication skills to interact with various levels of associates within the enterprise and externally with our clients and customers.
• Effective organization, time management and planning skills to manage multiple priorities, meet established deadlines, maintain high quality standards, work under pressure, and handle large volumes and diverse service requests.
• Effective decision-making skills to determine when exceptions are appropriate and to independently resolve matters in a timely manner.
• Strong collaboration skills to effectively lead and influence across teams/departments/stakeholders.
• Continuous improvement mindset.

• Dedicated to associate development. Able to effectively build and maintain strong internal and external relationships (i.e. EBS, Ochs, technology, financial reporting).

• Change Agility
• Client Communication
• Employee Development
• Leadership
• Process Improvements

The estimated base pay range for this job is: $70,000.00 - $ Pay may vary depending on job-related factors and individual experience, skills, knowledge, etc. More information on base pay and incentive pay (if applicable) can be discussed with a member of the Securian Financial Talent Acquisition team.

• Paid time off:
  We want you to take time off for what matters most to you. Our PTO program provides flexibility for associates to take meaningful time away from work to relax, recharge and spend time doing what’s important to them. And Securian Financial rewards associates for their service by providing additional PTO the longer you stay at Securian.
• Leave programs:
  Securian’s flexible leave programs allow time off from work for parental leave, caregiver leave for family members, bereavement and military leave.
• Holidays:
  Securian provides nine company paid holidays.
• Company-funded pension plan and a 401(k) retirement plan:
  Share in the success of our company. Securian’s 401(k) company contribution is tied to our performance up to 10 percent of eligible earnings, with a target of 5 percent. The amount is based on…