Manager, Retirement Inforce Case Management

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

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

Wehelp protect our customers against life’s uncertainties.Regardless ofwhere you work within thecompany, you’ll behelping provide protection and peace of mind when our customers need it most.

The Manager of Inforce Retirement Case Management provides leadership to the Inforce case management team to ensure optimal service delivery for Inforce contracts at Protective. This leader is responsible for managing day-to-day operations of the 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.

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 teamDefines 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

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

This candidate will spend time largely in these areas:

• 75% people management, development and team execution,
• 20% driving business acumen on team, aligning plans with strategy and iterating on results,
• 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

Qualifications:

• Bachelor’s degree or equivalent leadership experiencepreffered
• 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 leadership position is preferred
• Proven ability to understand technical concepts and adapt to new systems and applications

$68,000 - $90,000 a year

Protective’s targeted salary range for this position is $68,000 to $90,000. 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.

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 [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.