Director of Insurance Operations

Northwestern Mutual-Twin Cities; Onalaska (WI); On-site; USD 120,000 - 160,000; Full time

Job summary

Northwestern Mutual-Twin Cities is seeking a highly organized Director of Insurance Operations to oversee all insurance operations and client service functions for our growing practice. You will manage casework from start to finish, ensure operational excellence, and deliver a seamless client experience.

In this role, you will lead cross-functional collaboration with advisors, underwriting teams, and the home office, while building strong client relationships and optimizing processes to increase

Qualifications

• 3+ years of financial services or insurance operations experience.
• Experience in client service, case management, or practice operations preferred.
• Licensing in Life & Health preferred or ability to obtain licensing.

Responsibilities

• Serve as primary contact for clients on insurance-related questions and policy servicing.
• Oversee insurance operations from application through policy delivery.
• Maintain accurate client records, case notes, and reporting.
• Collaborate with advisors, underwriting teams, and home office.
• Lead process improvements to enhance client experience and efficiency.

Skills

Attention to detail

Organization

Client relationship management

Communication skills

Project management

Education

Bachelor's degree in business, finance, or related field

Job description

Northwestern Mutual is a rapidly growing, integrated financial services firm. We proudly represent the 170-year tradition of Northwestern Mutual and are committed to delivering an exceptional client experience. We are seeking a highly organized and proactive Director of Insurance Operations to oversee all insurance operations and client service functions for our growing practice. This individual will serve as a key member of the team, ensuring operational excellence, managing insurance casework from start to finish, and delivering a seamless experience for clients.

Responsibilities

Client Service & Communication

• Serve as a primary point of contact for clients regarding insurance-related questions, policy servicing needs, and account updates.
• Deliver a high-touch client experience through timely communication, proactive follow-up, and exceptional service.
• Build and maintain strong client relationships while ensuring all client requests are handled accurately and efficiently.
• Coordinate communication between clients, advisors, underwriting teams, and the home office.
• Assist with client meeting preparation and follow-up activities as needed.

Insurance Operations & Case Management

• Oversee all insurance operations for the practice, ensuring cases move efficiently from application through policy delivery.
• Prepare, review, submit, and track insurance applications, underwriting requirements, and policy servicing requests.
• Manage policy changes including beneficiary updates, ownership changes, premium inquiries, and policy reviews.
• Ensure accuracy and compliance of all insurance documentation and client records.
• Maintain detailed case notes, workflow tracking, and reporting systems.
• Manage and optimize CRM data, client records, reporting, and future activity tracking.
• Identify opportunities to improve processes, increase efficiency, and enhance the client experience.
• Prioritize and manage multiple cases, projects, and deadlines simultaneously.

Team Leadership & Collaboration

• Serve as the operational leader for insurance-related processes and workflows.
• Partner with advisors and team members to ensure a smooth and consistent client experience.
• Participate in team meetings, providing updates on case status, service initiatives, and operational priorities.
• Help establish and maintain best practices for client service and operational excellence.

Experience & Designations

• 3+ years of financial services or insurance industry experience required.
• Prior experience in insurance operations, client service, case management, or practice operations preferred.
• Bachelor's degree in business, finance, or related field preferred, or equivalent professional experience.
• Life & Health insurance licensing preferred or ability to obtain licensing if required.

Skills

• Exceptional attention to detail and accuracy.
• Proven ability to manage multiple priorities and tasks in a fast-paced environment.
• Strong organizational and time-management skills.
• Excellent verbal and written communication skills.
• Ability to build trust and maintain strong client relationships.
• Strong problem-solving and critical-thinking abilities.
• Ability to work independently while collaborating effectively with a team.
• High degree of professionalism, discretion, and confidentiality.
• Proactive mindset with the ability to anticipate needs and move cases forward with minimal oversight.
• Desire to take ownership of processes and continuously improve the client experience.