Agency Services Lead: KPI-Driven Team Coach

Sammons Financial Group Inc.; West Des Moines (IA); On-site; USD 62,000 - 116,000; Full time

Benefits offered by this job

Comprehensive health coverage

Performance-based incentive program

Employee Stock Ownership Plan (ESOP)

401(k) plan

Friday afternoons off

Paid time off and holidays

Professional development opportunities

Volunteer time off

Nonprofit matching gift program

Job summary

Sammons Financial Group in West Des Moines, IA, is seeking a results-driven leader to head Agency Services. You will coach and develop a multi-site team, ensure KPIs and SLAs are met, and partner with Compliance and Legal to resolve issues.

The role emphasizes process improvement, budgeting, vendor relations, and a strong customer-service focus, with travel up to 25% and a culture built on accountability and integrity.

Qualifications

• College Degree or equivalent work experience Preferred
• Insurance industry experience Preferred
• Prior management of KPIs, SLAs, planning and workforce management data Preferred
• Bias to action and sense of urgency and possess problem solving, strategic and process thinking skills
• Effective leadership, coaching, motivation and decision making skills
• Strong focus on customer service
• Proven ability to manage multi-facetted business needs and diverse processes
• Effectively lead workforce dispersed in multi-site locations servicing multiple lines of business and product lines
• Exceptional verbal, written and visual communication skills
• Must exhibit a strong emotional intelligence
• Self-motivated and ability to work independently and effectively under deadline pressures
• Strong analytical skills to evaluate facts and data using sound and mature judgment
• Balance all business decisions weighing the cost benefits of each to ensure that cost effective solutions are reached, keeping in mind long term benefits and automation
• Travel up to 25% may be required

Responsibilities

• Lead and develop team and individual KPIs, SLAs and goals that align with the departmental, divisional and SFG objectives.
• Ensure goals are compelling and transparent in order to drive understanding, ownership and commitment from the team members.
• Goals and targets should be continuously evaluated and adjusted to ensure a culture of high performance and engagement is maintained within the team.
• Attract and retain top talent by identifying high-potential employees and provide opportunities to develop their skills and expand their circle of influence in our organization.
• Partner with each team member to focus on individual performance and inspire individual action toward meeting team standards.
• Provide continual coaching and feedback regarding progress, strengths and areas for development.
• Utilize corporate programs to reinforce employee performance and development, including Target Incentive Plan (TIP), annual merit reviews and individual development plans (IDP).
• Review and analyze systems, processes and data to improve workflow and increase efficiency through application of technology; implement change initiatives designed to enhance the productivity and quality of work performed.
• Active learner keeping abreast of industry trends and current competitive changes driving changes to maintain competitiveness in the market.
• Support and provide department level training, including overseeing of procedure documentation and work standards.
• Effectively lead and manage customer service related issues and process improvements in an efficient and compliant manner.
• Assist the Legal and Compliance Departments in review and resolution of complaints, lawsuits and other regulatory matters.
• Actively manage the department budget with a strong focus on unit cost reduction opportunities where applicable.
• Foster internal and external working relationships to help achieve business goals including the management of vendor relations to ensure contractual agreements are met.
• Lead, develop and engage employees in multi-site locations (including remote).
• Support and reinforce our commitment to operational, financial and internal controls processes (e.g. Model Audit Rule, Record Information Management,38a-1) while also keeping current with our Business Continuity Plan.
• Create and maintain an operating environment that embraces our shared values, Sammons Leadership Series (SLS) principles and our corporate culture.
• Commit to embrace Sammons Financial Group Companies shared values (Accountability, Connection, Openness, Respect and Integrity).
• As stated within the Company Attendance and Punctuality policy, regular attendance is required and expected in order to meet the business service levels and workflow demands.
• Participate in other initiatives and/or projects as necessary.

Skills

Leadership

Coaching

KPI management

Workforce management

Analytical skills

Communication

Problem solving

Travel

Education

College degree or equivalent

Job description

Sammons Financial Group in West Des Moines, IA, is seeking a results-driven leader to head Agency Services. You will coach and develop a multi-site team, ensure KPIs and SLAs are met, and partner with Compliance and Legal to resolve issues.

The role emphasizes process improvement, budgeting, vendor relations, and a strong customer-service focus, with travel up to 25% and a culture built on accountability and integrity.