Manager, Call Center Oversight

F&G is hiring for a Manager, Call Center Oversight.

Job Summary

The Manager, Call Center Oversight is responsible for the oversight/coordination with management of Third-Party Partner  (TPA) Operational Call Centers and the oversight/coordination with internal F&G Retail Operations Call Centers to ensure KPI’s and SLA’s and critical customer requirements are met within established timeframes and quality measures.

Duties and Responsibilities

• Key stakeholder in building the strategy and vision for Call Center oversight.
• Sponsors and prioritizes key initiatives to support the strategy and vision of the Call Center oversight team
• Proactively monitors the performance metrics for the various TPA relationships for FGL companies and analyzes the results to present to management. Reports will include the development of key trends and concerns along with recommendations and process efficiencies to resolve the issues. 
• Responsible for receiving and responding to urgent, sensitive and highly problematic calls in an expedient, professional manner. This individual will be responsible for tracking, identifying and communicating trends.
• Responsible for organizing, preparing and oversight of service review meetings with TPAs that occur on a regular basis.
• Reviews and ensures that proper disaster recovery and business continuity capabilities are in place at TPAs as needed
• Assists in the strategic direction of F&G Post Issue Service through the active participation in various department and company initiatives, committees and special projects including but not limited toprocess improvement efforts, agent communications and product development.
• Responsible for the development and distribution of Operations communications to both the general sales force along with the key distribution partners. Communications include general announcements regarding changes in process or the implementation of process improvements along with a monthly communication summarizing results to the field. 
• Participates in weekly TPA conference call to communicate any perception/performance issues from the sales force to the services provider. Works in partnership with our TPAs to better measure and improve overall service.
• Responsible for the coordination of cross functional F&G Call Center issues including coordination of vendor (Masergy) issues.
• Manages assigned team and adheres to company policies and legal requirements regarding overtime pay EEO compliance, vacations, attendance, etc.
• Coordinate with internal controls on the performance of risk assessment reviews and develop procedures to ensure the TPA properly responds to audit concerns.
• Develop and implement team training and employee development opportunities
• Provides support and backup to Director, Policyholder Service.
• Coordinates, and/or participates in project teams as needed

Experience and Education Requirements

• AA or BA degree preferred.
• Relevant experience considered in lieu of degree.
• 7+ years of experience working in annuity or life insurance, with emphasis on processing or call center management, and/or other previous industry experience.
• 2+ years of leadership and/or vendor oversight experience required.
• Proven experience in successfully managing suppliers of related outsourced services.
• Demonstrated strong customer relationship management, with previous experience directly working with agents/IMOs, and servicing skills as well as internal corporate relationship management capabilities.
• Successful completion of Life insurance related education such as LOMA or CLU coursework strongly preferred.

Knowledge, Skills & Abilities

• Understands how respective coverage area operates within the context of the industry.
• Promotes an environment that encourages the ability to adjust to new work structures, processes, requirements, and/or cultures.
• Regarded by customers as an expert in their area.
• Drives effective communication and information exchange among functional areas.
• Encourages open dialogue; provides a compelling point of view that helps influence the direction of the discussion.
• Challenges current processes and suggests and implements new techniques, methods and practices to improve effectiveness and efficiencies.
• Ability to coach and mentor colleagues on digital techniques and accelerators used at F&G
• Builds and maintains strong, credible relationships across the business while maintain independence.
• Explains business objectives and any business problems requiring solutions; supports team in obtaining information that is difficult to acquire.
• Proactively suggests challenging and relevant opportunities for others to develop key knowledge, skills and abilities.
• Leads by example and drives others to reach a common goal and supports throughout the process by providing tools, resources, and insight.
• Makes decisions and sets priorities; involves others in decisions that impact them when appropriate.
• Leads/participates in process improvement activities.
• Identifies and drives quantitative analysis.
• Defines priorities, sets project plan and scope, drives execution of key project tasks, and delegates appropriately to team members.
• Identifies key issues and define parameters for potential vendor solutions.
• Demonstrates ability to develop solutions in real time with practical, measurable business benefits; supports long term business unit or department planning.
• Maintains industry regulatory knowledge.

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