Director, Retirement Plan Services Call Center

The Role at a Glance

The Director, RPS Call Center Services leads the team by providing strategic leadership, coaching, and functional expertise to ensure an exceptional experience for Retirement Plan Services participants and partners. In this role, you will oversee call center operations, foster strong customer relationships, resolve complex inquiries and concerns with fairness and efficiency, and develop strategies that enhance service delivery, operational performance, and the overall customer experience.

What You'll Be Doing

• 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.
  • Lead and develop a team of managers and customer service professionals, fostering a high-performance, customer-focused culture.
  • Serve as the primary point of contact for day-to-day contact center operations, ensuring exceptional service, efficient issue resolution, and a seamless customer experience.
  • Partner with the WorkForce Management team to drive workforce planning and operational excellence by forecasting call volumes, managing staffing strategies, and implementing escalation plans.
  • Partner with business leaders and key stakeholders to anticipate organizational, product, and regulatory changes that may impact customer demand and service delivery.
  • Use data and insights to improve performance, develop team training programs, manage budgets, and ensure compliance with privacy and regulatory requirements.
  • Own daily contact center performance against service level, productivity, quality, customer experience, and staffing targets; identify gaps quickly and drive corrective action.
  • Hold managers and frontline leaders accountable for results, coaching, performance management, engagement and consistent execution of operating standards.
  • Partner with the AVP, RPS Call Center to translate strategy into action by driving process improvements, resolving root causes, and ensuring initiatives are delivered on time with measurable results.
  • Cultivate and manage offshore strategic partnerships, fostering strong vendor relationships to enhance talent delivery, improve operational efficiency, and support scalable business growth.

What We’re Looking For

• Must-have experience: 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's), 5+ Years in Client Services that directly aligns with the specific responsibilities for this role, including 3+ years of managerial, supervisory, and/or demonstrated leadership experience, Retirement experience, Demonstrates excellent organizational skills with the ability to prioritize workload and multi-task while maintaining strict attention to detail, Remains current in profession and industry trends, Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Nice-to-have experience: Operational Leadership Experience – setting Key Performance Indicators, managing workload/staffing models, managing departmental performance, Strategic Planning/Execution, Process re-engineering experience, Managing/leading teams that are in office, hybrid and fully remote, Bilingual (Spanish).

Travel Requirements

• Up to 25% international required.

What’s it like to work here?

At Lincoln Financial, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future.

Pay Range

The pay range for this position is $94,875 - $151,800 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.

About The Company

Lincoln Financial (NYSE: LNC) helps people to confidently plan for their version of a successful future. We focus on identifying a clear path to financial security, with products including annuities, life insurance, group protection, and retirement plan services. With our 120-year track record of expertise and integrity, millions of customers trust our solutions and service to help put their goals in reach. Lincoln Financial Distributors, a broker-dealer, is the wholesale distribution organization of Lincoln Financial. Lincoln Financial is the marketing name for Lincoln Financial Corporation and its affiliates including The Lincoln National Life Insurance Company, Fort Wayne, IN, and Lincoln Life & Annuity Company of New York, Syracuse, NY. Lincoln Financial affiliates, their distributors, and their respective employees, representatives and/or insurance agents do not provide tax, accounting or legal advice. Lincoln is committed to creating an inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Follow us on Facebook, X, LinkedIn, Instagram, and YouTube. For the latest company news, visit our newsroom. Be Aware of Fraudulent Recruiting Activities If you are interested in a career at Lincoln, we encourage you to review our current openings and apply on our website. Lincoln values the privacy and security of every applicant and urges all applicants to diligently protect their sensitive personal information from scams targeting job seekers. These scams can take many forms including fake employment applications, bogus interviews and falsified offer letters. Lincoln will not ask applicants to provide their social security numbers, date of birth, bank account information or other sensitive information in job applications. Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or conduct interviews utilizing video chat rooms. We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video or in-person interview. Please contact Lincoln's fraud team at fraudhotline@lfg.com if you encounter a recruiter or see a job opportunity that seems suspicious. Additional Information This position may be subject to Lincoln’s Political Contribution Policy. An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln’s current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities. Any unsolicited resumes or candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial are considered property of Lincoln Financial and are not subject to payment of agency fees. Lincoln Financial ("Lincoln" or "the Company") is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex, age, national origin or disability. Opportunities throughout Lincoln are available to employees and applicants are evaluated on the basis of job qualifications. If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY/TDD assistance, contact us by calling (866) 922-6543. This Employer Participates in E-Verify. See the E-Verify notices. Este Empleador Participa en E-Verify. Ver el E-Verify avisos.