Manager, Annuity New Business Operations

About the Role

This position leads the operational performance, process excellence, and strategic transformation of the new business function. The Manager of Annuity New Business Processing & Transformation oversees the end-to-end lifecycle of annuity application processing while driving initiatives that improve efficiency, service quality, risk management, and customer experience.

Responsibilities

• Lead, coach, and develop a team of new business processors and support staff to meet or exceed operational goals and service level agreements (SLAs).
• Supervise and coordinate team roles and responsibilities to support processing of electronic life and annuity submissions for both internal and external customers.
• Foster a continuous improvement mindset within the team to identify and implement process improvements that enhance customer and company outcomes.
• Serve as a subject matter expert on fixed and indexed annuity products.
• Oversee the end-to-end annuity application process, ensuring accurate and timely handling of new business submissions, policy issuance, and application reviews.
• Lead strategic transformation initiatives focused on operational efficiency and customer experience.
• Identify areas for operational efficiencies and automation, develop strategies to streamline workflows, and implement process improvements to optimize productivity and accuracy.
• Ensure all annuity new business processing adheres to regulatory requirements, including state-specific annuity regulations, anti-money laundering (AML) guidelines, suitability, and company standards.
• Adhere to the Enterprise Risk Management Framework, including compliance with applicable laws, regulations, policies, and procedures; completing required training; and effectively executing and monitoring controls.
• Serve as the point of contact for internal departments (Technology, Compliance, Product, Sales, and Customer Service Teams) and external partners (agents, brokers, vendors) to address processing issues, resolve escalations, and ensure a seamless customer experience.
• Monitor and analyze key performance indicators (KPIs) such as processing turnaround times, accuracy rates, and customer satisfaction to ensure optimal performance.
• Develop and provide ongoing training, support, and feedback to team members to ensure they are knowledgeable about products, systems, and regulatory requirements.
• Handle complex or escalated issues related to annuity processing, resolving discrepancies in a compliant and customer-centric manner.
• Leverage systems and tools to automate workflows and ensure the team is proficient in using the company’s business processing platforms. Drive technology adoption and operational innovation.
• Administer the privacy compliance program, including compliance with the Gramm-Leach-Bliley Act (GLBA) and applicable state privacy laws.
• Develop and maintain data governance policies and standards; coordinate privacy incident response and data breach reporting activities.
• Monitor emerging privacy regulations and implement organizational changes as needed.
• Perform other related duties as assigned by management.

Qualifications

• Bachelor's degree in Finance, Insurance Operations Management, or a related field, preferred.
• 7+ years of experience in annuity operations, insurance operations, or a related financial services field.
• 3+ years of experience in a leadership or managerial role.
• Deep knowledge of annuity products and the regulatory environment governing annuity transactions.
• Strong operational leadership and change management skills.
• Excellent analytical skills, with the ability to assess processes and identify areas for improvement.
• Strong interpersonal and communication skills, able to collaborate effectively with diverse stakeholders.
• Knowledge of anti-money laundering (AML) regulations and other compliance standards relevant to annuity processing.
• Fellow, Life Management Institute (FLMI), Certified Annuity Specialist (CAS), or similar designation, preferred.
• Experience with Six Sigma or Lean methodologies for process improvement, preferred.

Benefits

• Medical, Dental, and Vision insurance
• Company Paid HRA
• 401(k) with company match
• Pension Plan
• Long-Term and Short-Term Disability
• Life Insurance & AD&D
• Paid Time Off (PTO) and Volunteer Time Off (VTO)