Supervisor Service Delivery Operations

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

About Us

At Transamerica, hard work, innovative thinking, and personal accountability are qualities we honor and reward. We understand the potential of leveraging the talents of a diverse workforce. We embrace an environment where employees enjoy a balance between their careers, families, communities, and personal interests.

Job Family

Operations - General

Who We Are

We believe everyone desires to live their best life. More than a century ago, we were among the first financial services companies in America to serve everyday people from all walks of life.

Today, we’re part of an international holding company, with millions of customers and thousands of employees worldwide. Our insurance, retirement, and investment solutions help people make the most of what’s important to them.

We’re empowered by a vast agent network covering North America, with diversity to match. Together with our nonprofit research institute and foundation, we tune in, step up, and are a force for good — for our customers and the communities where we live, work, and play. United in our purpose, we help people create the financial freedom to live life on their terms.

What We Do

Transamerica is organized into three distinct businesses. These include 1) World Financial Group, including Transamerica Financial Advisors, 2) Protection Solutions and Savings & Investments, comprised of life insurance, annuities, employee benefits, retirement plans, and Transamerica Investment Solutions, and 3) Financial Assets, which includes legacy blocks of long term care, universal life, and variable and fixed annuities. These are supported by Transamerica Corporate, which includes Finance, People and Places, General Counsel, Risk, Internal Audit, Strategy and Development, and Corporate Affairs, which covers Communications, Brand, and Government and Policy Affairs.

Transamerica employs nearly 7,000 people. It’s part of Aegon, an integrated, diversified, international financial services group serving approximately 23.9 million customers worldwide.* For more information, visit transamerica.com.

Job Description Summary

Supervise staff responsible for policy administration of life and/or annuity products for customers and agents. Provide daily oversight and guidance for operations team members and ensure they have the necessary support, knowledge, and skills to consistently deliver high-quality service and support. Create an exceptional customer experience, maintain operational efficiency, mentor and develop front-line staff, fostering a culture of continuous improvement and high performance.

Job Description

• Hire, coach and counsel team members individually and collectively, to ensure expected performance metrics support organizational goals, including but not limited to, recruiting, proper training, regular monitoring (e.g. live and recorded calls, manual processes, processing activities), review of processed work for quality standards, and constructive feedback in a timely manner. Evaluate team members individual performance and complete appraisals.
• Ensure compliance with internal policies/procedures and service level agreements; provide recommendations for improvement. Coordinate efforts to improve quality within the department.
• Ensure vendor partners are managed and meet expected service level agreements (SLAs). Work with management to develop internal and external (vendor) SLAs and metrics necessary, then monitor results and work with vendor to ensure needed improvement.
• Manage team schedules and monitor daily workflow activities to support a health work-life balance. Keep up to date on regulations, procedures, standards, and systems to ensure work is processed accurately and efficiently.
• In collaboration with leadership, adhere to strategic objectives and goals while maintaining daily operations, including continuous improvement efforts for internal and external customers.
• Ensure timely communication between the team, leadership, and internal partners regarding policy/procedure changes, issue resolution, market updates, product/marketing initiatives, and general information sharing.
• Prepare and present root cause findings from audits and operational issues. Lead discussions to brainstorm fixes for identified issues.
• Field procedural problems, calls, and escalations from frontline call center and processing team members and ensure issues are resolved quickly and accurately.

Qualifications

• Bachelor’s degree in a business field or equivalent experience
• Five years of experience working in an operations environment
• Problem-solving, analytical and decision-making skills
• Written/verbal communication and interpersonal skills to coach and mentor staff
• Organizational and time-management skills