Supervisor, Annuity Adminstration & Claims

About the role

The Supervisor, Annuity Administration and Claims oversees the management and coordination of operations supporting annuity policy administration and annuity death claims processing. Reporting to the Director, Annuity Administration, this role provides strategic leadership, identifies operational needs, and partners with internal and external resources to drive continuous improvement.

Responsibilities

• Manage, coach, and develop a team of annuity in-force and claim processors, set performance goals, conduct feedback sessions, complete performance reviews, and assist with the hiring process.
• Foster a culture of accountability, empathy, and operational excellence, motivating staff to consistently deliver the highest level of service within standards for accuracy, timeliness, and productivity.
• Oversee staffing levels and allocate resources to meet service level expectations across both in-force and claims functions.
• Implement processes and procedures to ensure the accurate and efficient processing of in-force requests and annuity death claims.
• Monitor and optimize turnaround times, claim accuracy, productivity, and other standard service metrics; report results and recommended efficiencies to senior leaders.
• Ensure compliance with state regulations, IRS guidelines, and company policies; partner with Legal and Compliance to identify and meet all applicable regulatory requirements.
• Review complex or escalated claims, support resolution of claim disputes, and provide problem resolution support including escalated calls and one-on-one coaching.
• Implement controls to minimize operational risk and improve audit readiness.
• Identify process inefficiencies and lead improvement initiatives; investigate and implement new or revised procedures and reorganization of work.
• Partner with technology teams to automate manual processes; recommend system modifications and participate in software testing and development for new or enhanced applications.
• Serve as a liaison with Legal, Compliance, Product, IT, Sales, and Customer Service teams, and participate in multi-department ad-hoc committees regarding product and system developments, new product implementation, administrative changes to contracts, and customer notices.
• Support strategic projects including system upgrades and regulatory changes.
• Ensure team members are adequately trained and maintain up-to-date knowledge of annuity products, in-force transactions, claims processing, and regulatory requirements; promote professional development and succession planning.
• Absorb and provide backup for work teams depending upon volume of incoming and outstanding transactions.

Requirements

• Associate or bachelor’s degree in a related field, or 5+ years of relevant operations and management experience; financial services and/or insurance experience required, with annuity experience preferred.
• 5+ years of annuity claims and/or in-force administration experience preferred.
• 2+ years in a leadership or supervisory role is required.
• Strong knowledge of annuity contracts, in-force transactions, death claims processing, and regulatory compliance.
• Demonstrated ability to provide expert advice and guidance on complex claims and policy administration issues.
• Experience leading and motivating an operations team or function and influencing others outside of direct reporting relationships.
• Critical thinking skills and the ability to work independently in a fast-paced organization.
• Results-oriented team leader with a proven ability to communicate effectively across all levels of the organization.

Qualifications

• Strong interpersonal and communication skills.
• Ability to work independently and as part of a team.
• Highly organized and detail-oriented.
• Excellent problem-solving and decision-making skills.
• Ability to handle multiple tasks and prioritize accordingly.

Skills

• Strong knowledge of annuity contracts, in-force transactions, death claims processing, and regulatory compliance.
• Expertise in managing and coordinating operations for annuity policy administration and claims processing.
• Leadership and motivational skills to develop and manage a team.
• Strong analytical and problem-solving skills to address complex claims and policy administration issues.
• Effective communication and collaboration skills to work with various departments and stakeholders.

Benefits

Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001’s benefits package. Benefits include:

• Comprehensive health, dental, and vision insurance plans.
• Basic and Supplemental Life Insurance.
• Short and Long-Term Disability.
• Employee Assistance Program.
• Wellness programs.
• 401K plan with matching contributions by the Company.