Director, Retirement Claims Case Management

Protective Life; Birmingham (AL); On-site; USD 92,000 - 120,000; Full time

Benefits offered by this job

Health insurance

401(k) with company matching

Pension plan

Paid time off

Job summary

Protective Life is seeking a Director of Retirement Claims to lead the Annuity Claims and Executive Benefits Claim teams, setting strategy and day-to-day operations for a finance-driven environment. The role drives service levels, analytics, and continuous improvement to deliver top-tier claim payout experiences.

The ideal candidate has strong Annuity/Retirement knowledge, executive leadership experience, and a passion for delivering superior results in a large financial services organization.

Qualifications

• Bachelor’s degree or equivalent leadership experience.
• At least 5 years in a customer service environment; annuity products/partners preferred.
• Proven interpersonal, communication and organizational skills.
• Strong aptitude to problem solve and analyze data.
• Experience in an Annuity/Retirement or similar Claims leadership position preferred.
• Ability to understand technical concepts and adapt to new systems.

Responsibilities

• Establishes team goals aligned with department strategy and reviews deliverables.
• Provide oversight to meet production and quality standards and SLA.
• Drive productivity through employee development and coaching.
• Manage cross-functional relationships and external/internal coordination.
• Lead continuous improvement and strategic planning for Retirement Claims.
• Communicate business goals and ensure organizational alignment.

Skills

Leadership

Customer service

Annuity/Retirement knowledge

Data analysis

Education

Bachelor’s degree or equivalent leadership experience

Job description

The work we do has an impact on millions of lives, and you can be a part of it.

We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

The Director of Retirement Claims provides leadership to the Annuity Claims and Executive Benefits Claim teams to ensure optimal service delivery throughout the Claims payout process. This leader is responsible for setting strategy and managing day-to-day operations of the Retirement Claims department in a processing, money/fund management environment and ensures service levels and quality standards are met. The ideal candidate should have strong Annuity and financial services knowledge and experience; as well a passion for helping Protective to become a first in class Annuity provider.

Responsibilities

Manages the Team’s Deliverables

• Establishes team goals that align with overall departmental goals and strategy
• Routinely reviews the team’s deliverables in relation to established goals and standards
• Provides oversight to ensure production and quality standards are met
• Resolves problems and establishes an escalation process
• Drives improvements in team productivity by developing employees
• Utilizes key performance indicators and provide useful analytics on capacity and quality
• This leader is responsible for two different functional teams; the Annuity Claims team, and the Executive Benefits Claims team

Manages Individual Contributors

• Manages performance to drive results and meet Service Level Agreement (SLA) and Quality standards
• Drives employee engagement and motivates employees; including development/career paths
• Provides feedback and coaching to improve the overall performance of the team
• Defines roles and responsibilities within the team and assigns work appropriately
• Promotes culture of high performance by differentiating rewards and recognition
• Manages employee development within the team and leverages talent across the department
• Identifies training needs

Plans, organizes, and assigns the work as it relates to workflows within the team and coordinates processes across the larger functional area

• Drives and promotes continual process improvement for overall department/functional area
• Creates an environment which facilitates cross-departmental and cross-functional training opportunities and ensure synchronization of processes between departments/areas
• Leads continuous improvement initiatives and participates in projects that impact the department
• Partners to drive strategy and future environment for growth and optimal success

Interfaces and fosters relationships with other functional areas and leaders in the organization

• Attends critical meetings that impact the team workflows and deliverables
• Coordinates work across areas both externally and internally
• Responsible for and acts as a liaison for external and internal relationships and cross-functional teams
• This leader is responsible for any offshore relationships, strategy within Retirement Claims

Provides effective communication across the organization

• Conducts team meetings, individual meetings and communicates with peers and/or other support personnel in the organization
• Translates business goals and direction to ensure alignment with overall department goals
• Routinely identifies and shares information and solicits feedback regarding process improvements and general company departmental information
• Cascades information and implements communication plans

Strategic Planning

• Candidate should develop and implement strategy in support of future-year growth plans
• Includes planning and seeing initiatives through to execution to support scale
• Candidate must possess strong understanding of all financial inputs & impacts across Retirement Claims
• Candidate accountable for unit cost performance; including consistent and sustained improvement YoY
• Candidate involved in regular FinOps meetings to assess results; and adjust plans where needed
• This leader is responsible for any offshore relationships, strategy within Retirement Claims; including developing strategy in support of growth plans and optimizing financial performance

This candidate will spend time largely in these areas

• 70% People management, development and team execution
• 15% Driving business acumen on team, aligning plans with strategy and iterating on results
• 10% Setting and executing strategy for the teams
• 5% Focused on industry trends/representation and required capabilities
• Periodic travel would be anticipated to industry events, partner visits, engagement activities, and business planning sessions

Periodic travel would be anticipated to industry events, partner visits, engagement activities, and business planning sessions.

Qualifications

• Bachelor’s degree or equivalent leadership experience
• At least 5 years of experience in a customer service environment; with a particular focus on Annuity products or partners preferred
• Proven interpersonal skills, communication skills and organizational skills
• Strong aptitude to problem solve and analyze data
• Previous work experience in an Annuity/Retirement or other Claims leadership position is preferred
• Proven ability to understand technical concepts and adapt to new systems and applications

Employee Benefits

We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health. Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.

Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

Accommodations for Applicants with a Disability

If you require an accommodation to complete the application and recruitment process due to a disability, please email [e-mail]. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.

Protective’s targeted salary range for this position is $92,000 to $120,000. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective’s total compensation package for employees.