AVP, Retirement Plan Services Call Center

About the role

In the AVP, Retirement Plan Services Call Center role, you will provide leadership, coaching and functional expertise to the call center team to ensure a positive experience for our Retirement Plan Services participants and partners. You will contribute to developing strategies that have substantial impact on the success & delivery of client service operations and that enhance customer experience.

Responsibilities

• Lead a dynamic team in an environment that is constantly changing.
• Provide training and development opportunities, including stretch assignments, for team members while providing honest and open feedback to aid in the development of talent.
• Direct and evaluate individual/team performance and take appropriate action to meet and/or exceed performance standards for assigned areas of responsibility.
• Hold leaders and the team accountable for staffing, capacity, attendance, engagement and consistent execution.
• Own the numbers – service level, abandon rate, average speed to answer, quality, productivity, customer satisfaction, establish clear targets and quickly address gaps.
• Direct, establish and implement priorities, performance goals and objectives to ensure the departmental results are met while evaluating performance and taking appropriate action to meet or exceed performance standards.
• Develop, maintain and analyze appropriate metrics and control mechanisms for operations including using data and analysis to improve business results by targeting opportunities and process improvements within the call center team.
• Create a culture where leaders don’t just report problems, but rather own solutions expecting clear action plans, deadlines, measurable outcomes and follow-through on process improvements and root cause resolution to improve customer experience.
• Cultivate and manage offshore strategic partnerships, fostering strong vendor relationships to enhance talent delivery, improve operational efficiency, and support scalable business growth.

  Requirements

  • Must-have experience:
    • 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's)
    • 10+ Years experience years in a Client Services and/or Call Center leadership role that directly aligns with the specific responsibilities for this position, including 5+ years of managerial, supervisory, and/or demonstrated leadership experience including influencing senior management/critical stakeholders experience
    • Retirement experience
    • Experience managing people leaders
    • Operational Leadership Experience – setting Key Performance Indicators, managing workload/staffing models, managing departmental performance
    • Strategic Planning/Execution
  • Nice-to-have experience:
    • Process re-engineering experience
    • Experiencing managing strategic partnerships
    • Managing/leading teams that are in office, hybrid and fully remote
    • Bilingual (Spanish)

  Qualifications

  • Must-have qualifications:
    • 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's)
    • 10+ Years experience years in a Client Services and/or Call Center leadership role that directly aligns with the specific responsibilities for this position, including 5+ years of managerial, supervisory, and/or demonstrated leadership experience including influencing senior management/critical stakeholders experience
    • Retirement experience
    • Experience managing people leaders
    • Operational Leadership Experience – setting Key Performance Indicators, managing workload/staffing models, managing departmental performance
    • Strategic Planning/Execution
  • Nice-to-have qualifications:
    • Process re-engineering experience
    • Experiencing managing strategic partnerships
    • Managing/leading teams that are in office, hybrid and fully remote
    • Bilingual (Spanish)

  Skills

  • Strong leadership and coaching skills
  • Excellent communication and interpersonal skills
  • Ability to manage and motivate a team
  • Strategic thinking and problem-solving abilities
  • Experience with process re-engineering
  • Experience with managing strategic partnerships
  • Experience with managing remote teams
  • Bilingual (Spanish) proficiency

  Benefits

  • Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes
  • Leverage leadership development and virtual training opportunities
  • PTO/parental leave
  • Competitive 401K and employee benefits
  • Free financial counseling, health coaching and employee assistance program
  • Tuition assistance program
  • Work arrangements that work for you
  • Effective productivity/technology tools and training

  Pay

  The pay range for this position is $120,375 - $192,600 with anticipated pay for new hires between the minimum and midpoint of the range and could vary above and below the listed range as permitted by applicable law. Pay is based on non-discriminatory factors including but not limited to work experience, education, location, licensure requirements, proficiency and qualifications required for the role.