Service Delivery Operations Lead

Transamerica; Cedar Rapids (IA); On-site; USD 55,000 - 85,000; Full time

Job summary

Transamerica in Cedar Rapids, IA is seeking an Operations Supervisor to lead a policy administration team for life and annuity products. You will coach staff, ensure service quality, and align daily work with strategic goals.

You’ll manage training, compliance with policies and SLAs, coordinate with vendors, and drive continuous improvement while maintaining work-life balance and delivering excellent customer service.

Qualifications

• Bachelor's degree in a business field or equivalent experience.
• Five years of experience working in an operations environment.
• Strong problem-solving and analytical abilities.
• Excellent written and verbal communication and interpersonal skills.
• Excellent organizational and time-management skills.

Responsibilities

• Hire, coach and counsel team members to ensure performance metrics align with goals and conduct appraisals.
• Ensure compliance with policies and SLAs; drive quality improvements across the department.
• Manage vendor partners and SLAs; monitor results and pursue improvements.
• Plan and monitor team schedules and daily workflow to support work-life balance.
• Collaborate with leadership to adhere to strategic objectives while maintaining daily operations.
• Ensure timely communication between team, leadership, and internal partners regarding policy changes and market updates.
• Prepare and present root cause findings from audits and operational issues; lead fix discussions.
• Handle frontline escalations from call center and processing teams to resolve issues quickly.

Skills

Problem solving

Communication skills

Coaching and mentoring

Organizational skills

Team leadership

Education

Bachelor's degree in business or related field

Job description

Transamerica in Cedar Rapids, IA is seeking an Operations Supervisor to lead a policy administration team for life and annuity products. You will coach staff, ensure service quality, and align daily work with strategic goals.

You’ll manage training, compliance with policies and SLAs, coordinate with vendors, and drive continuous improvement while maintaining work-life balance and delivering excellent customer service.