Supervisor, Operations (Life) Jobs

Job Family
Customer Service
Who We Are
Transamerica has been helping people feel better about the future for more than 100 years. We provide investment, retirement, and life insurance solutions to more than 11 million customers throughout the U.S. But the way we see it, our responsibility goes beyond our clients’ accounts. We’re in the business of helping people live well and empowering them to create a better tomorrow through the financial and health-related habits they form today. We help people prepare by providing solutions that consider the whole picture.
What We Do
Transamerica is organized by lines of business (Life Insurance, Annuities, Mutual Funds, Retirement Plans, Employee Benefits, and Financial Assets), which are supported by Transamerica Corporate (Corporate Development; Finance; Internal Audit; Legislative, Regulatory & Policy; Office of the CEO; People, Places & Brand; Risk; and Technology).
Summary
Supervise staff responsible for policy administration of life and/or annuity products for customers and agents. Provide oversight and guidance on day-to-day activities related to call center and policy holder services. Ensure team members have the support, knowledge, and skills to deliver consistent quality service and support to agents and customers and deliver an exceptional customer experience.
This position is available in various functions: Contract & Licensing, Financial & Non-Financial Transactions, Customer Call Center, Claims Call Center, Producer Call Center, Case Management, Case Management & Commissions.
Hiring managers are: Amber Leedham, Susan Harris, Barrett Gates, Brittney Janovich, Maureen Garish & Pat Melchert

Responsibilities:

• Ensure vendor partners are managed and meet expected service level agreements (SLAs). Work with management to develop internal and external (vendor) SLAs and metrics necessary, then monitor results and work with vendor to ensure needed improvement.
• Hire, coach and counsel team members individually and collectively to ensure expected performance metrics support organizational goals. This includes, but not limited to, recruiting, proper training, regular monitoring (e.g. live and recorded calls, manual processes, processing activities), review of processed work for quality standards, and constructive feedback in a timely manner. Evaluate team members individual performance and complete appraisals.
• Manage team schedules and monitor daily workflow activities to support a health work-life balance. Keep up to date on regulations, procedures, standards, and systems to ensure work is processed accurately and efficiently.
• Ensure compliance with internal policies/procedures and service level agreements; provide recommendations for improvement. Coordinate efforts to improve quality within the department.
• In collaboration with leadership, responsible for adherence to strategic objectives and goals while maintaining daily operations including continuous improvement efforts for internal and external customers.
• Ensure timely communication between the team, leadership, and internal partners regarding policy/procedure changes, issue resolution, market updates, product/marketing initiatives, and general information sharing.
• Prepare and present root cause findings from audits and operational issues. Lead discussions to brainstorm fixes for identified issues.
• Field procedural problems, calls, and escalations from frontline call center and processing team members and ensure issues are resolved quickly and accurately.

Qualifications:

• Written/verbal communication and interpersonal skills to coach and mentor staff
• Ability to handle multiple responsibilities under pressure
• Bachelor’s degree in a business field or equivalent experience
• Organizational and time-management skills
• Five years of life or annuity industry experience and/or supervisory experience in an operational capacity
• Proficient using MS Office products.
• Ability to grasp technical and complex concepts and convey to staff and internal/external customers
• Problem-solving, analytical and decision-making skills

Preferred Qualifications:

• In-depth knowledge of insurance practices and principles
• Strong preference for prior Transamerica experience and/or knowledge of Transamerica Operations
• Project management experience
• Supervisory or team lead experience
• FINRA Series 6
• Experience managing in office and virtual teams

Working Conditions:

• Your working location designation is Remote. Remote means that you will not be expected to work from a Company office location on a routine basis. When not working in a Company office location, you will be expected to work from your home or other approved workspace in the U.S.
• Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to applicable pay transparency and compensation posting laws. It is estimated based on what a successful candidate might be paid in certain Company locations.** 

The salary for this position generally ranges between $57,000 - $91,000 annually. This range is an estimate, based on potential qualifications and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law.  
Additionally, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at Company discretion. 
This job description is not a contract of employment nor for any specific job responsibilities. The Company may change, add to, remove, or revoke the terms of this job description at its discretion. Managers may assign other duties and responsibilities as needed. In the event an employee or applicant requests or requires an accommodation to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request.
What We Offer
For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees.
Compensation Benefits

• Bonus for Eligible Employees
• Competitive Pay

Benefits Package

• 401k Match
• Medical Insurance
• Employee Stock Purchase Plan
• Pension Plan
• Employee Discounts
• Career Training & Development Opportunities
• Disability Insurance
• Tuition Reimbursement
• Dental Insurance
• Vision Insurance

Health and Work/Life Balance Benefits

• Employee Matching Gifts Program
• Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars
• College Coach Program
• Employee Assistance Program
• Employee Recognition Program
• PTO for Volunteer Hours
• Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).
• Employee Resource Groups
• Adoption Assistance
• Peer Recognition Program (BRAVO)
• Inclusion and Diversity Programs
• Parental Leave – fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.
• Referral Bonus Programs
• Paid Time Off starting at 160 hours annually for employees in their first year of service.
• Back-Up Care Program

Inclusion & Diversity
Transamerica has made a strong commitment to inclusion and diversity, and we are proud to be an organization where all perspectives are valued. Transamerica has earned recognition for its strong efforts year-over-year, including from the Human Rights Campaign’s Foundation Corporate Equality Index, the Diversity Best Practices Inclusion Index, and Seramount’s “100 Best Companies” list.
In addition, as part of Transamerica’s commitment to maintaining an inclusive workplace, the company sponsors employee-driven Employee Resource Groups (ERGs), which are formed around a shared interest or a common characteristic of diversity. ERGs are open to all employees and provide a supportive environment for raising diversity awareness and promoting inclusive behavior.
Giving Back
Transamerica believes our responsibilities extend beyond our corporate walls. That's why we created the Aegon Transamerica Foundation in 1994. Through a combination of financial grants and the volunteer commitment of our employees, this foundation supports nonprofit organizations focused on the education, health, and well-being of the communities where we live and work.
https://www.transamerica.com/why-transamerica/aegon-transamerica-foundation
Transamerica’s Parent Company
Aegon acquired the Transamerica business in 1999. Aegon’s roots go back more than 175 years to the first half of the nineteenth century. Since then, Aegon has grown into an international company, with businesses in the Americas, Europe, and Asia. Today, Aegon is one of the world’s leading financial services organizations, providing life insurance, pensions, and asset management. As a leading global investor and employer, the company seeks to have a positive impact by addressing critical environmental and societal issues, with a focus on climate change and inclusion and diversity.
Websites
Transamerica | Protecting Your Wealth and Health since 1906
Aegon Group Corporate Website | Aegon
Management Team
Transamerica Leadership - Standing For Financial Innovation Since 1906 | Transamerica