Job details

Manager II, Operations

Job Purpose:
Brief and in a few sentences statement of the reason the job exists.

This position, under the general direction of the Customer Operations Leadership Team, provides direct support and leadership to their respective Customer Operations Team of Plan Services Consultants, manages day-to-day operations, and works to ensure the timely and effective application of TruStage processes and policies. The Manager is directly responsible for ensuring quality customer services that meet or exceed TruStage clients and members expectations as measured by increasing revenue, decreasing expenses and/or retention of existing business. This role will have responsibility for establishing performance metrics and managing process improvement in their respective areas. In addition, the Manager has the authority to hire, recommend termination, coach, develop and evaluate direct reports.

Job Responsibilities:
List of general activities, duties and/or tasks typically performed within the job.

Leadership / Coaching
Provides day-to-day leadership and supervision to team members
Assists in coaching team to be able to identify inquires which are beyond scope of authority and take appropriate actions

Inspires team to focus on adherence to TruStage policies and processes, as well as federal and state laws and regulations
Fosters a positive work environment
Issue Resolution
Develops and maintains productive working relationship with team members-some of which may be field based
Career Development / Performance & Dialogue
Set goals and standards of performance for team which is linked to business goals; use appropriate measurement methods to monitor progress; take suitable accountability for successful completion of assignments or tasks

Provides on-going dialogue to team members about their performance
Coaches and helps establish individual development and career plans
Coordinates with Learning Consultant on career development opportunities
Performance Management
Completes quality reviews for team members

Ensures staff compliance with company processes, federal and/or state regulations as required
Monitors and evaluates quality and metrics reports for each team member and identifies required actions necessary to achieve service level and quality targets
Analyze periodic performance indicators and communicate regularly to team members
Prepares employee performance appraisals and merit recommendations
Investigates and resolves issues as required – whether customer issues, team issues or departmental issues

Operations Management / Continuous Improvement
Identifies, designs and makes recommendations for process changes to improve customer experience
Promotes and maintains a positive, professional image of TruStage

Communicates effectively wtih teams
Informs team of changes, potential changes and other pertinent information affecting the department
Plans, coordinates and conducts meetings to discuss operational procedures and provide on-going training to the team as needed
Supports the dissemination of TruStage corporate-wide and location-specific communications on-site (i.e., bulletin boards, video monitors, peer recognition, etc.)
Identifies and makes recommendations for process changes to improve customer experience

Notifies leadership of any issues that require exceptions to the normal process procedures
Aids other departments as needed
Coordinates with other departments to ensure that performance targets are met
Promotes and maintains a positive, professional image of TruStage

Job Requirements:

List of general education, background and experience, knowledge, skills, and abilities typically required to effectively perform the responsibilities of the job. Also include any required licenses and/or designations.

Bachelor’s degree in Business or other related field or equivalent work experience
6-8 years of experience in customer service, administration or operations, preferably in the retirement, financial services and/or insurance industry 2-4 years prior supervisory experience leading a medium sized team
Retirement background preferred
ASPPA credentials preferred
OMNI and Salesforce experience preferred
Strong interpersonal and demonstrated team-building and coaching skills; proven teamwork and collaboration Demonstrated analytical and problem solving skills; ability to apply sound judgment and make effective decisions Proven ability to organize and prioritize; demonstrated success in multitasking and managing multiple, competing priorities.
Ability to communicate at all levels with clarity and precision, both written and verbal
Ability to adapt in a changing work environment Advanced technical / computer skill, including MS Word, Excel, PowerPoint, SharePoint, etc.)

Compensation may vary based on the job level, your geographic work location, position incentive plan and exemption status.

Base Salary Range:

$86,000.00 - $129,000.00

Please provide your Work Experience and Education or attach a copy of your resume. Applications received without this information may be removed from consideration.

At TruStage, we’re on a mission to make a brighter financial future accessible to everyone. We put people first, and work hand in hand with employees and customers to create a diverse and inclusive environment. Passionate about building insurance, investment and technology solutions, we push the boundaries of what’s possible. We need you to help us shape what’s next. You’ll be encouraged to share your experiences, ideas and skills to help others take control of their financial future. If you’re ready to help make a difference, apply today.

Accommodation request

TruStage is a place where everyone can bring their best self and thrive. If you need application or interview process accommodations, please let us know at

talentacquisition@trustage.com

By TruStage

Hello, we’re TruStage™ (formerly known as CUNA Mutual Group)! We’re on a mission to make a brighter financial future accessible to everyone. Dedicated to helping more people — in more ways — make confident financial decisions at every stage. And ...

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FUNDING

Private

INDUSTRY

Insurance Carriers

TEAM SIZE

1001-5000

LOCATION

Hybrid, based in Madison, WI

DATE POSTED