Operations & People Performance Leader

The Jackson National Life Insurance Company; Lansing (MI); On-site; USD 75,000 - 110,000; Full time

Job summary

Jackson National Life Insurance Company seeks a capable leader to manage and develop a team of service center associates, coaching, performance management, onboarding, and ensuring quality and productivity targets are met.

You will oversee day-to-day operations, monitor SLAs, provide feedback, resolve escalated issues, and partner with the Operations Leader to drive associate engagement and process improvements.

Qualifications

• Bachelor's Degree in a business-related field or equivalent experience.
• 3+ years of business or communications experience required.
• insurance or financial services industry experience preferred.
• Prior leadership experience preferred.
• Prior experience in a business role which includes the creation and oversight of communication materials preferred.

Responsibilities

• Monitors associate productivity and drives performance through active performance management.
• Monitors and evaluates quality of associates performing skills, including behavior, technical accuracy, and adherence to company policies; provides coaching, performance feedback and corrective action to associates as necessary.
• Responsible for the professional development of their team members through coaching, identification of development opportunities, and providing stretch assignments as desired.
• Responsible for identifying improvements to associate experience and engagement and, participates in creating action plans to address or improve.
• Communicates goals and expectations with associates regularly through team meetings and one-on-one discussions.
• Performs service-related problem analysis and resolves escalated issues, including service failure resolution.
• Communicates directly with customers as necessary and provides excellent customer service support.
• Evaluates and partners with the Command Center to appropriately allocate staff, including Strategic Support Program resources, to maintain Jackson’s service level agreements (SLAs).
• Performs real-time monitoring and forecasting for assigned skills.
• Supports the requirements and implementation of new or modified processes & capabilities including training and communication approach.

Skills

Leadership

Coaching

Performance management

Team management

Customer service

MS Office

Education

Bachelor's Degree in business-related field

Tools

MS Office

Excel

SharePoint

PowerPoint

Teams

Access

Job description

Jackson National Life Insurance Company seeks a capable leader to manage and develop a team of service center associates, coaching, performance management, onboarding, and ensuring quality and productivity targets are met.

You will oversee day-to-day operations, monitor SLAs, provide feedback, resolve escalated issues, and partner with the Operations Leader to drive associate engagement and process improvements.