Senior Manager, Customer Operations — Multi-Branch

Securian Financial Group; United States; Hybrid; USD 116,000 - 219,000; Full time

Benefits offered by this job

Health insurance

Pension plan

401(k) matching

Paid time off

Holidays

Hybrid work model

Job summary

Securian Financial Group seeks a Customer Operations Senior Manager to lead managers, supervisors and customer support teams across Richmond, Madison, and Austin branches. You will ensure service levels, align resources, and drive improvements in client experience within a hybrid work model.

Collaborating with Account Executives, EBS leaders and Operations, you will resolve issues, govern capacity and investments, and coach branch leaders to sustain high performance and inclusive service

Qualifications

• Leadership experience in complex, multi-team customer operations.
• Ability to develop leaders and manage performance with succession planning.
• Experience managing client commitments and service performance with risk oversight.
• Strategic, continuous-improvement mindset with change leadership.
• Strong judgment, analytical skills, communication, and stakeholder influence.

Responsibilities

• Lead branch operations and deliver accurate, timely service against client commitments, performance guarantees, and service levels.
• Set branch priorities and drive improvements for better service, consistency, scalability and customer experience.
• Partner with clients, Account Executives, EBS leaders, and Operations to resolve issues and support growth.
• Leverage shared Operations capabilities while maintaining client-specific requirements.
• Coach and develop branch leaders and strengthen succession readiness.
• Lead change with governance, risk management, and sustained adoption.
• Establish and manage budgets; align staffing, coverage, and expenses with workload and commitments.

Skills

Leadership

People development

Performance management

Client commitments

Strategic thinking

Analytical skills

Communication

Stakeholder influence

Job description

Securian Financial Group seeks a Customer Operations Senior Manager to lead managers, supervisors and customer support teams across Richmond, Madison, and Austin branches. You will ensure service levels, align resources, and drive improvements in client experience within a hybrid work model.

Collaborating with Account Executives, EBS leaders and Operations, you will resolve issues, govern capacity and investments, and coach branch leaders to sustain high performance and inclusive service