Sammons Financial Group Companies
Manager, Relationships and Resolution
Sammons Financial Group Companies, Sioux Falls, South Dakota, United States, 57102
Overview
What You Can Expect In This Role
Responsible for overseeing a team that serves as the front line of communication and issue resolution for our distribution partners, internal stakeholders, and customers. This role ensures delivery of proactive education and differentiated experiences for our key distribution partners. Drive swift resolution of complex service issues, and foster strong relationships that contribute to loyalty, retention and growth. This leader will champion a high-performance culture by coaching a team of relationship managers and problem resolution consultants, ensuring alignment to organizational values, service standards and business objectives. What You'll Do In This Role
Lead, develop and mentor a team that is proactively building and maintaining strong partnerships with internal sales and operations teams in an effort to deliver improved service for our customers; develop internal and external relationships with key contacts. Create an inclusive, accountable and feedback-rich team environment focused on performance and engagement. Oversee and ensure program for handling escalations is in place and functioning within identified SLAs, to provide consistent and clear direction back to internal and external partners on operational escalations as they are received. Facilitate and lead meetings with strategic partners to discuss current issues and future initiatives directly impacting the service provided; provide feedback regarding operations inefficiencies and technological deficiencies. Oversee and manage completion of Voice of Customer (VOC) surveys and program through the year to gauge the pulse of our customer. Create action plans and implement changes to improve the overall customer experience. Serve as an escalation point for complex advisor, client or partner issues. Build and maintain strong relationships with distribution partners, identifying ways to enhance their experience. Collaborate with internal teams to ensure a coordinated approach to partner servicing. Lead root cause analysis and drive resolution on service failures or escalated issues. Identify trends, gaps and friction points, and partner with Operations, IT or Compliance to address. Advocate for process enhancements and participate in cross-functional initiatives to improve the annuity experience. Track and report on key performance indicators (KPIs) related to issue resolution time, partner satisfaction and service quality. Provide feedback to upstream teams to proactively reduce service defects. Partner with internal departments to support seamless experiences. Act as a voice of the partner and advisor in internal forums and initiatives. Actively manage key contacts across Shared Services operations teams and business unit partners to ensure open and collaborative communication is occurring on escalated issues, process and technical improvement ideas. What We're Looking For
Bachelor\'s Degree Preferred 7-10 years\' annuity or life insurance experience Preferred Previous leadership experience Preferred Proven ability to identify key issues and to carry forward an idea or project from beginning to completion Effective leadership, coaching, motivation and decision making skills Track record of thinking conceptually and mastering complex subject matter quickly Demonstrated capacity to develop and implement practical strategies, plans and solutions to identified issues and problems Superior critical thinking skills, including the capacity to identify and appropriately assess and balance competing interests and priorities Exceptional verbal, written and visual communication skills Track record of taking initiative in managing competing departmental priorities and working effectively under pressure Exceptional research, writing, analytical and organizational skills with the ability to convey complex concepts in a clear, concise and logical manner Travel up to 25% may be required Other Requirements
Criminal background check required. What you can expect when you join Sammons Financial Group
Sammons Financial Group offers a competitive benefit package that includes: Health, Dental, Vision, Company Paid Retirement, PTO and Holiday Pay. Our Employee Stock Ownership Plan (ESOP) is a 100% company-funded retirement plan, so you can save for retirement without contributing a penny of your own paycheck. Healthy balance between work and personal lives. Friday afternoons off all year long, competitive PTO, and generous number of paid holidays. Our incentive program for defined goals subject to eligibility and performance. Monetary rewards are based on individual and/or overall company performance. Colleagues who support one another, model our core values, and drive our healthy, high-performing culture. Salary Range Information
USD $66,791.00 - USD $125,234.00 /Yr. Range includes data points from multiple labor markets. Specific range is dependent on the labor market where the incumbent will be hired to perform the position. Starting salary is dependent on candidate qualifications and experience. For a narrower salary range specific to your labor market, please inquire. Work Authorization/Sponsorship
At this time, we’re not considering candidates that need any type of immigration sponsorship now or in the future or those needing work authorization for this role (This includes, but is not limited to students on F1-OPT, F1-CPT, J-1, etc.) Seniority level
Not Applicable Employment type
Full-time Job function
Sales and Business Development
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What You Can Expect In This Role
Responsible for overseeing a team that serves as the front line of communication and issue resolution for our distribution partners, internal stakeholders, and customers. This role ensures delivery of proactive education and differentiated experiences for our key distribution partners. Drive swift resolution of complex service issues, and foster strong relationships that contribute to loyalty, retention and growth. This leader will champion a high-performance culture by coaching a team of relationship managers and problem resolution consultants, ensuring alignment to organizational values, service standards and business objectives. What You'll Do In This Role
Lead, develop and mentor a team that is proactively building and maintaining strong partnerships with internal sales and operations teams in an effort to deliver improved service for our customers; develop internal and external relationships with key contacts. Create an inclusive, accountable and feedback-rich team environment focused on performance and engagement. Oversee and ensure program for handling escalations is in place and functioning within identified SLAs, to provide consistent and clear direction back to internal and external partners on operational escalations as they are received. Facilitate and lead meetings with strategic partners to discuss current issues and future initiatives directly impacting the service provided; provide feedback regarding operations inefficiencies and technological deficiencies. Oversee and manage completion of Voice of Customer (VOC) surveys and program through the year to gauge the pulse of our customer. Create action plans and implement changes to improve the overall customer experience. Serve as an escalation point for complex advisor, client or partner issues. Build and maintain strong relationships with distribution partners, identifying ways to enhance their experience. Collaborate with internal teams to ensure a coordinated approach to partner servicing. Lead root cause analysis and drive resolution on service failures or escalated issues. Identify trends, gaps and friction points, and partner with Operations, IT or Compliance to address. Advocate for process enhancements and participate in cross-functional initiatives to improve the annuity experience. Track and report on key performance indicators (KPIs) related to issue resolution time, partner satisfaction and service quality. Provide feedback to upstream teams to proactively reduce service defects. Partner with internal departments to support seamless experiences. Act as a voice of the partner and advisor in internal forums and initiatives. Actively manage key contacts across Shared Services operations teams and business unit partners to ensure open and collaborative communication is occurring on escalated issues, process and technical improvement ideas. What We're Looking For
Bachelor\'s Degree Preferred 7-10 years\' annuity or life insurance experience Preferred Previous leadership experience Preferred Proven ability to identify key issues and to carry forward an idea or project from beginning to completion Effective leadership, coaching, motivation and decision making skills Track record of thinking conceptually and mastering complex subject matter quickly Demonstrated capacity to develop and implement practical strategies, plans and solutions to identified issues and problems Superior critical thinking skills, including the capacity to identify and appropriately assess and balance competing interests and priorities Exceptional verbal, written and visual communication skills Track record of taking initiative in managing competing departmental priorities and working effectively under pressure Exceptional research, writing, analytical and organizational skills with the ability to convey complex concepts in a clear, concise and logical manner Travel up to 25% may be required Other Requirements
Criminal background check required. What you can expect when you join Sammons Financial Group
Sammons Financial Group offers a competitive benefit package that includes: Health, Dental, Vision, Company Paid Retirement, PTO and Holiday Pay. Our Employee Stock Ownership Plan (ESOP) is a 100% company-funded retirement plan, so you can save for retirement without contributing a penny of your own paycheck. Healthy balance between work and personal lives. Friday afternoons off all year long, competitive PTO, and generous number of paid holidays. Our incentive program for defined goals subject to eligibility and performance. Monetary rewards are based on individual and/or overall company performance. Colleagues who support one another, model our core values, and drive our healthy, high-performing culture. Salary Range Information
USD $66,791.00 - USD $125,234.00 /Yr. Range includes data points from multiple labor markets. Specific range is dependent on the labor market where the incumbent will be hired to perform the position. Starting salary is dependent on candidate qualifications and experience. For a narrower salary range specific to your labor market, please inquire. Work Authorization/Sponsorship
At this time, we’re not considering candidates that need any type of immigration sponsorship now or in the future or those needing work authorization for this role (This includes, but is not limited to students on F1-OPT, F1-CPT, J-1, etc.) Seniority level
Not Applicable Employment type
Full-time Job function
Sales and Business Development
#J-18808-Ljbffr