Inforce Retirement Case Management Leader

Protective; Birmingham (AL); On-site; USD 68,000 - 90,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) with company match

Pension plan

Job summary

Protective seeks a Manager of Inforce Retirement Case Management to lead the inforce case management team in delivering superior service for annuity contracts. The role requires deep knowledge of annuities and financial services, with emphasis on process excellence, KPI-driven management, and staff development.

This leader will drive continuous improvement and cross-functional collaboration across the department.

Qualifications

• Bachelor’s degree or equivalent leadership experience.
• 5+ years in a customer service environment with focus on annuity products or partners.
• Strong interpersonal, communication, and organizational skills.
• Excellent problem-solving and data-analysis abilities.
• Experience in an annuity/retirement leadership role preferred.
• Ability to understand technical concepts and adapt to new systems.

Responsibilities

• Establishes team goals aligned with departmental strategy.
• Reviews deliverables against goals and standards.
• Oversees production and quality standards.
• Resolves problems and establishes an escalation process.
• Drives productivity by developing employees.
• Utilizes KPIs to provide analytics on capacity and quality.
• Manages performance to meet SLA and quality standards.
• Drives employee engagement and career development.
• Defines roles and assigns work.
• Promotes high-performance culture and rewards differentiation.
• Plans workflows and coordinates cross-functional processes.
• Leads cross-departmental training and process improvements.
• Represents team in critical meetings and interfaces with other areas.
• Communicates goals and cascades information across the organization.
• Travel periodically for industry events and planning.

Skills

Leadership

Customer service

Annuity knowledge

Data analysis

Education

Bachelor’s degree or equivalent leadership experience

Job description

Protective seeks a Manager of Inforce Retirement Case Management to lead the inforce case management team in delivering superior service for annuity contracts. The role requires deep knowledge of annuities and financial services, with emphasis on process excellence, KPI-driven management, and staff development.

This leader will drive continuous improvement and cross-functional collaboration across the department.