Associate Director, Case Relationship Management

Responsibilities

• Maintain frequent communication with external key relationships to resolve case escalations, discuss operational trends, build and manage relationships.
• Periodically review processes and skill assessment within the team to identify potential process and technical improvements.
• Proactively manages Case Relationship Manager teams maintaining awareness of metrics for each relationship assigned to each CRM, identifying trends for 'at risk' business and relationships.
• Maintain customer experience optimization by way of solving problems, managing internal and external communications, and driving to specific outcomes relating to each account assigned to CM/ARR.
• Plans, manages and evaluates work of staff, as well as make decisions regarding pay, performance management, employment and staffing.
• Enforces compliance with company policies and effect disciplinary measures on violations.
• Proactively maintains alignment of business and Distribution Services strategies with other key business functions such as Sales and Marketing, Information Technology, UW, LC&C and Operations.
• Manage and champion team and individual engagement, as well as leadership and personal development.
• Evaluates and recommends changes to Distribution Services operational methods and procedures; develops, recommends and implements new procedures to improve unit operations focusing on relationship drivers and near-term goals ensuring operational experiences are aligned with expectation.

Qualifications

• Strong leadership skills to lead and influence without direct authority.
• Strong communication and interpersonal skills, with a demonstrated ability to work across distribution channels and customer groups, business functions and teams that are geographically dispersed.
• Able to deal with difficult and challenging situations.
• 3+ years of demonstrated ability to lead, motivate and gain commitment and trust from direct reports & colleagues to develop high performing teams.
• Hands-on collaborative style of working with groups up to 10 is essential.
• Proficient knowledge and understanding of life insurance distribution (multiple channels) processes.
• Thorough knowledge of Distribution Services principles & strategies, all Life products, Operational and business processes preferred.
• Understands vendor fulfillment and submission processes.
• Ability to navigate a complex organization structure to locate information and solve problems based on varying levels of urgency and priority.
• Working knowledge of Microsoft Office and other systems and/or software used for policy administration, communication, spread sheeting, web platforms, and other enabling tools critical to successfully leading a team.
• Bachelor's degree or equivalent years of work experience.