Document Management Team Lead

Athene; West Des Moines (IA); On-site; USD 65,000 - 95,000; Full time

Job summary

Athene is seeking a Document Management Center Team Lead in West Des Moines, IA to guide a frontline team and ensure delivery of service standards. The role includes coordinating daily operations, mentoring staff, and acting as a technical resource for internal partners.

You will drive continuous improvement initiatives, leverage data and AI-enabled tools, and participate in hiring and development activities to strengthen the team and service quality.

Qualifications

• 2+ years of experience in a related field (customer service, operations, financial services)
• Strong critical-thinking, prioritization and adaptability skills
• Effective verbal and written communication, with ability to translate complex concepts clearly
• Demonstrated leadership and influencing abilities with bias for action and improvement

Responsibilities

• Manage day-to-day team operations, priorities, workloads, and resource balance to meet service standards
• Act as a technical resource and mentor for team members and partners
• Lead process improvements using data, quality reviews, and available tools (incl. AI)
• Support hiring, onboarding, and development to strengthen team capabilities

Skills

Leadership

Prioritization

Communication

Problem solving

Education

College degree or equivalent

Job description

We are driven to do more. More for our customers and the financial professionals who offer our products. If you are driven to do more and love the challenge of pursuing more, Athene is your kind of company. You will find we offer more than the basics to create an inclusive and dynamic work environment at our various locations.

Purpose:

The Document Management Center Team Lead provides work direction to a team to ensure that all work is completed within all service standards. Monitors the workflow throughout the day and adjusts as necessary to meet deadlines. May function as a technical guide to a team of peers and is considered a subject matter expert. May lead or participate in special projects by clearly and concisely defining the project scope, assigning duties, measuring progress, and implementing change.

Accountabilities:

Lead day-to-day team operations by setting priorities, balancing workloads and resources, delegating responsibilities, and helping ensure service, production, and quality standards are achieved. Serve as a technical resource for the team and internal partners, resolving escalated or complex issues, explaining Athene products and processes, and partnering with IT and other teams to identify and implement effective solutions. Coach and mentor team members, provide timely performance feedback, and partner with the manager and Training team to identify development opportunities, address performance concerns, and strengthen team capabilities. Use reporting, quality reviews, performance trends, and available technology—including AI-enabled tools where appropriate—to identify opportunities to improve processes, increase efficiency, and enhance the customer experience. Lead or contribute to departmental projects and continuous improvement initiatives, bringing critical thinking, adaptability, creativity, and a bias for action in a fast-paced environment. Support effective people leadership by participating in interviews and hiring recommendations, contributing to talent and performance discussions, reinforcing company policies and expectations, and fostering an inclusive, accountable environment where employees can grow and succeed.

Qualifications and Experience:

2+ years of experience in a related field, including customer service, operations, financial services, or relevant experience. Experience with life insurance, annuities, and/or financial services products preferred. Strong critical-thinking, prioritization, and adaptability skills, with the ability to manage multiple responsibilities effectively in a fast-paced environment. Effective verbal and written communication skills, with the ability to translate complex concepts and processes into clear, customer-friendly information. Demonstrated leadership and influencing skills, with a bias for action, continuous improvement, and willingness to embrace new tools and technologies, including AI. College degree or an equivalent combination of education and relevant work experience. Drive. Discipline. Confidence. Focus. Commitment.

Learn more about working at Athene. Athene is a Military Friendly Employer! Learn more about how we support our Veterans. Athene is committed to inclusion and is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, veteran status or any other status protected by federal, state or local law. We are driven to do more. More for our customers and the financial professionals who offer our products. If you are driven to do more and love the challenge of pursuing more, Athene is your kind of company. You will find we offer more than the basics to create an inclusive and dynamic work environment at our various locations.