Supervisor, Service Delivery Operations

Job Family

Operations - General

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

Responsibilities

• 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
• Ability to handle multiple responsibilities under pressure
• Ability to grasp technical and complex concepts and convey to staff and internal/external customers
• Proficient using MS Office (Outlook, Excel, PowerPoint, Word)

Preferred Qualifications

• Supervisory or team lead experience
• In-depth knowledge of insurance practices and principles
• Project management experience
• Experience managing in office and virtual teams

Working Conditions

• Office Environment

This job description is not a contract of employment nor for any specific job responsibilities. The Company may change, add to, remove, or revoke the terms of this job description at its discretion. Managers may assign other duties and responsibilities as needed. In the event an employee or applicant requests or requires an accommodation to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request.

What We Offer

For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees.

Compensation Benefits

• Competitive Pay

• Bonus for Eligible Employees

Benefits Package

• Pension Plan

• 401k Match

• Employee Stock Purchase Plan

• Tuition Reimbursement

• Disability Insurance

• Medical Insurance

• Dental Insurance

• Vision Insurance

• Employee Discounts

• Career Training & Development Opportunities

Health and Work/Life Balance Benefits

• Paid Time Off starting at 160 hours annually for employees in their first year of service.

• Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).

• Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars

• Parental Leave – fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.

• Adoption Assistance

• Employee Assistance Program

• Back-Up Care Program

• PTO for Volunteer Hours

• Employee Matching Gifts Program

• Employee Resource Groups

• Inclusion and Diversity Programs

• Employee Recognition Program

• Referral Bonus Programs

Inclusion & Diversity

We believe our commitment to diversity and inclusion creates a work environment filled with exceptional individuals. We’re thrilled to have been recognized for our efforts through the Human Rights Campaign Corporate Equality Index, Dave Thomas Adoption Friendly Advocate, and several Seramount lists, including the Inclusion Index, 100 Best Companies for Working Parents, Best Companies for Dads, and Top 75 Companies for Executive Women.

To foster a culture of inclusivity throughout our workforce, workplace, and marketplace, Transamerica offers a wide range of diversity and inclusion programs. This includes our company-sponsored, employee-driven Employee Resource Groups (ERGs), which are formed around a shared interest or a common characteristic of diversity. ERGs are open to all employees. They provide a supportive environment to help us better appreciate our similarities and differences and understand how they benefit us all.

Giving Back

We believe our responsibilities extend beyond our corporate walls. That's why we created the Aegon Transamerica Foundation in 1994. Through a mix of financial grants and the volunteer efforts of our employees, the foundation supports nonprofit organizations focused on the things that matter most to our people in the communities where we live and work.

Transamerica’s Parent Company

Aegon acquired the Transamerica business in 1999. Since its start in 1844, Aegon has grown into an international company serving more than 23.9 million people across the globe.* It offers investment, protection, and retirement solutions, always with a clear purpose: Helping people live their best lives. As a leading global investor and employer, the company seeks to have a positive impact by addressing critical environmental and societal issues, with a focus on climate change and inclusion and diversity.

* As of December 31, 2023