Retirement Services Supervisor

Overview

At Banner Life Insurance Company, we lead with heart and ambition. Every day, we transform purpose into progress, guided by our unwavering commitment to be better for our customers, clients, and communities, not just today but long‑term as well. Our people are the driving force behind everything we achieve. Their passion, purpose, and pursuit of innovation empower us to deliver cutting‑edge solutions that support those we serve, ensuring we are here for you, here for good and striving for better.

We’re a forward‑thinking company energized by our work and how we show up for one another. Our culture is built on meaningful impact and genuine enjoyment, because we believe great work and great experiences should go hand in hand.

By offering career development opportunities, comprehensive benefits, and programs that support your wellbeing, we help you thrive personally and professionally. We are here for you, here for good and here for better.

This role is a part of our Retirement division

Banner Life is a leader in Pension Risk Transfer (PRT) with over a decade of experience in the industry. The retirement business has grown steadily since its inception in 2015, and we have written over $14 billion in total PRT premium as of year‑end 2025. Known for customer service excellence, Banner Life retirement secures the retirement of over 200,000 annuitants annually.

The Retirement Services Supervisor will oversee a team of call center associates responsible for servicing annuitants within Banner Life’s Pension Risk Transfer (PRT) business. This role will be responsible for quality assurance by monitoring and evaluating associate performance to confirm adherence to established company standards while also analyzing and resolving complex issues that arise within the call center environment. Additionally, the incumbent will be responsible for staff training and development, workload management, and, in conjunction with the leadership team, drive continuous improvement initiatives to ensure performance metrics are consistently achieved and foster a positive work environment.

• Responsible for overseeing day‑to‑day operations of Associate Team to ensure the department meets or exceeds productivity and quality standards.
• Foster a positive and productive work environment by consistently modeling professional and collaborative behaviors and holding team accountable to those standards.
• Adoption and implementation of Continuous Improvement principles and the Company’s behaviors to facilitate the development of the department and associates.
• Monitor and document employee performance and provide timely and effective feedback, coaching, and training as appropriate.
• Responsible for navigating and resolving complex matter including complaint analysis, power of attorney approvals, and team conflict.
• Collaborate with associates to develop, document, and maintain procedures.
• Responsible for onboarding new associates and providing comprehensive trainings.
• Identify skills gaps on the team and provide ongoing training and development as needed.
• Validate systems and workflows to ensure all processes are functioning correctly, signing off on UAT for system modifications as well as identifying defects and define options for remediation.
• Perform other duties as assigned.

• Bachelor’s Degree or equivalent work experience.
• 3+ years of management/leadership experience.
• 3+ years of Pension Risk Transfer customer service or retirement plan administration experience.
• Experience leading, coaching, and developing teams.
• Demonstrated ability to inspire and engage others.
• High level of confidentiality, discretion, and professionalism.
• Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, etc.).
• Strong analytical, organizational, and project management skills.
• Ability to balance multiple priorities in a fast‑paced environment.
• Proven ability to build trust and manage relationships.
• Exceptional oral and written communication skills as well as presentation skills; ability to deliver information in a concise manner.
• Willingness to travel as needed.
• Ability to work independently in a team environment.
• Strong project…