Complex Resolution Manager

The Complex Resolution Manager is responsible for control and oversight of a team that handles complex and escalated cases. This leader will oversee the work of others and be called upon to perform various tasks and initiatives to support and lead the business unit. This includes managing the implementation of effective policies, analyzation, monitoring and reporting on all issues affecting business quality for Policy Administration. The Complex Resolution Manager is expected to provide sound decision making with regard to exceptions, problem resolution for escalations and unique business requests. They will also lead the team to meet or exceed expected service standards, provide mentorship, provide training and development opportunities for employees. This position will be responsible for a variety of technical, analytical, and accounting functions performed within the unit, communicating with intermediaries, preparing, and delivering periodic reports to management that demonstrate historical and current statistics, goals achieved or at risk and required staffing. The Complex Resolution Manager will work closely with members of the team, units within Policy Administration and performs both leadership and management function, including the administrative audit liaison lead.

Essential Duties and Responsibilities:

• Manages employees, including but not limited to the following activities: makes recommendations for hiring, termination, promotions and transfers, assessing and completing performance appraisals, responsibility allocations and task completion, problem identification and resolution and other day-to-day people management and leadership responsibilities.
• Regulates, monitors and approves employees' time off and overtime hours to ensure the department is properly staffed at all times and addresses any attendance challenges that impact the productivity and performance of the individual and the team.
• Coaches and develops team to ensure department meets the needs of the customer and the Company; Provides development opportunities to team members; Addresses any areas of improvement directly with the team member in a professional and respectful manner with the goal of improving employee performance.
• Participates in the development of department goals, developing action plans within the department and ensuring that goals and action plans align with and assist with meeting company objectives.
• Provides technical expertise and leadership to the team and handles complex and escalated issues independently.
• Prepares, analyzes and submits reports for completed and outstanding department tasks and various metrics to provide data to management team; Uses report data to direct the daily workflow for all team members.
• Performs quality analysis and reviews on completed work produced by team members to ensure high quality customer service, compliance with applicable regulations and consistent and accurate application of procedures throughout the team.
• Maintains knowledge of and interprets current policies and procedures and allows for exceptions when deemed necessary. Provides recommendations for policies and procedures based on interpretation and application of policies and procedures.
• Ensures that all activities in department are in compliance with state insurance department regulations, the Internal Revenue Service, the Securities and Exchange Commission and Company policies. Ensures internal controls are documented and maintained within each department.
• Develops regular ongoing method of communication with team. Schedules regular team meetings and consistently communicates changes, improvements and announcements to the team.
• Coordinates the day-to-day tasks of the team by reviewing assignments, work queues and verifying said tasks are completed within the appropriate time frame.
• Develops and maintains expectations for the daily quality control review of distributions, departmental reporting compilation for weekly, monthly, quarterly and annual reports, business process development and testing and internal and external audits for Policy Administration.
• Notifies employees of the company policies, rules, procedures, and applicable changes. Manages the implementation of effective policies and timely and accurate processing.
• Supports Policy Administration team and other departments on an as needed basis.
• Willingly takes on additional responsibilities as requested in order to accomplish department and Company objectives.
• Actively participates and contributes to the goals and objectives of the Company by working collaboratively and fostering a positive and inclusive work environment.

Skills and Abilities:

• Must have strong mathematical, analytical, organizational and problem solving skills and attention to detail.
• Exceptional communication and presentation skills, both verbal and written.
• Demonstrated ability to work effectively with various functions across the Company and balance the needs of the department against overall business objectives.
• Ability to set priorities for the team, manage multiple projects/tasks and meet deadlines.
• Ability to adapt to change and facilitate change management within the team environment.
• Advanced computer skills and the ability to navigate multiple systems and programs including MicroSoft Office, proprietary systems and other technology solutions.
• Carries out responsibilities in a manner that is consistent with EquiTrust's Core Values and focus on customer service; Works to create an environment of openness and trust for all employees and strives for continued professional skills development.

Training or Work Experience:

• Minimum 3 years of experience in a leadership and supervisory role required.
• Minimum 3 years of experience in life and annuity insurance preferred.
• Knowledge of industry administration accounting and related financial reporting data for accuracy of the daily feeds coordinated with the Financial Accounting team preferred.
• Staff oversight, reviews, interviewing, and hiring preferred.

Education:

• High School Diploma or Equivalent

Working Conditions:

• On-Site Location: West Des Moines, Iowa.
• Business Travel: Infrequent travel (less than 5% of the time).

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EquiTrust is an Equal Opportunity Employer and participates in the U.S. Federal E-Verify program. Applicants have rights under federal and state employment laws. To learn more, visit https://www.equitrust.com/careers/opportunities/applicant-notices/.