Insurance Ops Leader - Client Experience & Efficiency

Northwestern Mutual - Twin Cities; Onalaska (WI); On-site; USD 140,000 - 190,000; Full time

Job summary

Northwestern Mutual seeks a Director of Insurance Operations to oversee all insurance operations and client service functions for our growing practice. The role focuses on operational excellence, end-to-end case management, and delivering a seamless client experience.

Responsibilities include leading client service, coordinating with advisors and underwriting, and ensuring compliance across documents and CRM systems.

Qualifications

• Requires 3+ years in financial services or insurance operations.
• Bachelor's degree in business, finance, or related field preferred, or equivalent experience.
• Life & Health insurance licensing preferred or ability to obtain licensing.

Responsibilities

• Serve as primary contact for clients regarding insurance questions and policy servicing.
• Deliver high-touch client experience with timely communication and proactive follow-up.
• Build and maintain strong client relationships and handle requests accurately.
• Coordinate communication between clients, advisors, underwriting teams, and home office.
• Assist with client meeting preparation and post-meeting follow-up.
• Oversee insurance operations from application through policy delivery.
• Prepare, review, submit, and track applications and underwriting requirements.
• Manage policy changes including beneficiaries and ownership changes.
• Ensure accuracy and compliance of insurance documentation and records.
• Maintain detailed case notes, workflow tracking, and reporting systems.
• Manage and optimize CRM data, client records, and future activity tracking.
• Identify opportunities to improve processes and client experience.
• Prioritize and manage multiple cases and deadlines.

Skills

Attention to detail

Multi-tasking

Organizational skills

Verbal communication

Written communication

Client relationship management

Problem-solving

Independent work

Team collaboration

Confidentiality

Education

Bachelor's degree in business/finance or related field

Tools

CRM software

Job description

Northwestern Mutual seeks a Director of Insurance Operations to oversee all insurance operations and client service functions for our growing practice. The role focuses on operational excellence, end-to-end case management, and delivering a seamless client experience.

Responsibilities include leading client service, coordinating with advisors and underwriting, and ensuring compliance across documents and CRM systems.