Jackson National Life Insurance Company Business Process Manager in Lansing, Michigan
The Business Process Manager is responsible for overseeing a team of service center or processing associates. The core duty of this position is the management of associates while maintaining service standards. The Business Process Manager directs the completion of daily work and manages successfully through high volumes while providing support, coaching, performance feedback, and motivation to the team. This position is responsible for recruitment, training, development, performance management and corrective action for associates.
_Essential Job Duties & Responsibilities_ * Evaluates and allocates staff resources appropriately to maintain Jackson service level agreements (SLAs), including Staffing for Operations Support. * Monitors and evaluates quality of associates performing skills, including demeanor, technical accuracy and adherence to company policies; provides coaching, performance feedback and corrective action to associates as necessary. * Identifies and recommends quality standards within the business process for improvement and control. * Directly supervises staff and administers personnel actions to include hiring, performance management and terminations. * Communicates goals and expectations with associates regularly through team meetings and one-on-one discussions. * Assists with identifying training needs for processes that are being managed by skill(s). Consults with the training department to design skill training content. * Assists with development, compliance, documentation and maintenance of standard operating procedures (SOPs) and training documentation and materials. * Performs problem analysis and resolves escalated issues, including service failure resolution. Communicates directly with customers as necessary and provides excellent customer service support. * Performs real-time monitoring and forecasting for assigned skills. * Assists with communications associated with rules and resource allocation. _Other duties_ * Assists in planning and executing projects as assigned. * Assists staff with the processing of transactions and customer service support as business needs dictate. * Other duties as assigned.
_Job Requirements (Knowledge, Skills & Abilities)_ * Strong leadership skills with ability to develop staff through coaching, training, and support (proven ability preferred). * Excellent verbal and written communication skills. * Ability to adapt in an ever-changing environment. * Ability to think creatively, identify and implement improvements to processes and procedures in order to increase customer satisfaction and reduce expenses. * Strong decision making skills that can be applied in a fast-paced environment. * Strong problem solving skills that include the application of both good business sense and common sense. * Ability to proactively define, set, implement and monitor procedures. * Ability to delegate effectively. * Strong interpersonal skills with ability to communicate effectively across all levels within the organization and external customers. * Ability to multi-task and be flexible. * Knowledge of skills and business rules, which may include proficiency with: o Jackson’s administrative systems o Products o Distributor rules o Tax laws o State and Federal regulatory rules * Knowledge of financial services or insurance industry business operations. * Ability to work beyond core hours as necessary. _Education and Experience Required_ * Bachelor’s Degree in a business related field or equivalent experience. * 3-5 years of business experience; insurance or financial services industry experience preferred. * Prior leadership experience preferred. _Certifications, Licenses and Registrations_ * Series 6 and 26 may be required based on specific department requirements.
Organization: *Jackson National Life Insurance
Title: Business Process Manager
Requisition ID: COR001AX