Supervisor, Producer Solutions Ops -IMPACT Process

Company Name:
Lincoln Financial Group
About The Company
Lincoln Financial Group is a Fortune 500 company offering a diverse range of financial services and solutions. With a strong focus on four core business areas - life insurance, annuities, retirement plan services, and group protection - our business is built around supporting, preserving, and enhancing our customer''s lifestyles and providing better retirement outcomes. Led by over 8,000 employees, Lincoln Financial provides the tools and advice to help individuals take charge of their futures
The Role
As a Supervisor, Client-Customer Support & Ops, you will be responsible forOverseeing and coordinating the daily activities for your assigned area(s) of responsibility to ensure quality customer service and turnaround times are met for customers. You will measure standards, develops team and is accountable for team results. You will also be responsible for prioritizing and expediting accurate and timely management of assigned area(s) of responsibility. You will also supervise the daily operations including seeking to identify process improvements and root causes of issues.
Motivate, Plan, and Lead
Responsible for coordinating and supervising the daily activities of individual contributors and overall team work processes.
Responsible for tracking, trending and reporting to meet service standards
Uses a rational, data-driven approach to make sound and timely decisions
Differentiates the importance of individual and team objectives, applies judgment to make trade-offs on time and resource allocations when faced with competing demands
Manage Performance
Interview, hire, coach and manage direct reports. Provide growth opportunities for individuals and the team including creation of formal development and performance plans
Provide candid and timely feedback on performance in one-on-one settings with all direct reports on a regular basis
Provides challenges and opportunities for the team to learn and develop new skills. Responsible for ongoing training and mentoring of the team
Ensure processes are documented and followed. Fosters and encourages positive team dynamics. Encourage process improvement and lead efforts to gain efficiencies where ever possible
Builds connections and collaborative relationships with Regional Service Teams, IT department, sales offices, aggregators, brokers and clients, to ensure efficient and consistent process. Responds efficiently to roadblocks, remaining dedicated to achieve team and departmental goals.
Develop Team
Seeks to proactively to engage and collaborate with others to establish or enhance inclusive team dynamics and culture
Openly seeks to leverage differences in order to achieve the best solution and remove barriers
Initiates brainstorming and problem-solving discussions that identifies areas for process improvement and system enhancements, to include testing of software and import systems
Interacts and leads projects involving various levels of internal and external staff and management.
This position manages people from 6 -20 direct resources managed
Associate degree or 2+ years of comparable work experience; educational concentration in financial services
3 - 5+ years of progressively increasing experience in Customer Service within the Insurance or Financial Services Industrythat aligns with the responsibilities for this position
Minimum 1 - 3 Years, 1+ years of managerial, supervisory or demonstrated leadership experience, including the ability to manage data file processing volumes.
Previous experience in group insurance industry preferred
Previous experience with insurance enrollments preferred
Project Management experience / skills preferred
Proficiency and experience in Microsoft Office applications Word, Outlook, Excel and PowerPoint required
Technical Skills: Requires navigating through multiple systems, utilizing the telephone and customer service skills
Evaluate trends in work processing and turn around timings using analytical data
Excellent analytical, problem-solving and communication skills are required
Ability to quickly learn new computer software programs and systems
Computer Skills: Knowledge of internal LFG systems preferred, including ARDIS, 430/EDM, AWD, Mosaic and STARS
Knowledge of group insurance products and services
Demonstrates ability to hire, retain, coach and develop staff via a culture of real-time performance feedback, with ability to build both technical and leadership skills
Requires essential process-thinking skills necessary to become proficient in anticipating and servicing the customer needs
Strong attention to detail, highly organized and ability to prioritize and meet deadlines
Effective at handling conflict and working in a team environment
Handles difficult situations while remaining composed and optimistic
Resilient and possesses the ability to exercise sound judgment and adapt to an ever-changing environment while helping others through effective change management
Excellent oral and written communications skills including email, phone and face-to-face interactions
Read, write, interpret and articulate documents such as policies, proposals, and standard operating procedures
Ability to effectively present information and respond to questions from internal and external Management regarding reporting and work processing
Demonstrates strong project management skills with the ability to prioritize workload and multi-task while maintaining attention to detail.
A demonstrated track record of consistently meeting and/or exceeding performance expectations
Possesses a bias for action and avoids workplace distractions
Drives performance targets to completion
Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of
Lincoln Financial Group are considered property of Lincoln Financial Group and are not subject to payment of agency fees.
Lincoln Financial Group ("LFG") is an Equal Opportunity employer and, as such, is committed in policy and practice to
recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion,
sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression,
veterans status, or genetic information. Opportunities throughout LFG are available to employees and applicants and are
evaluated on the basis of job qualifications. We have a drug free work environment and we perform pre-employment
substance abuse testing.
This Employer Participates in E-Verify. See the E-Verify notices.
Este Empleador Participa en E-Verify. Ver el E-Verify avisos.
Requisition Number: 14-0485
Post Date: 3/18/2014
Title: Supervisor, Producer Solutions Ops -IMPACT Process
City: Concord
State: NH
Part Time: No

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