Head of Service Technology

AtAmerican Equity Investment Life Holding Company, we think of ourselves asThe Financial Dignity Company. Our policyholders work with independent agents, banks and broker-dealers through our wholly-owned operating subsidiaries, to choose one of our leading annuity products best suited for their personal needs to create financial dignity in retirement. We remain steadfast in our commitment to quality products, excellent customer service, integrity, safety and delivering on our promises to our policyholders. Our success comes from hiring people who embody the beliefs that drive our unique, energetic, fast-paced and caring culture of collaboration, ownership and innovation.

We currently fund over half a million retirements nationwide, and have been headquartered in West Des Moines, Iowa, for over twenty-five years, withsatellite offices slated to open in 2022 in Charlotte, NC, and New York, NY. We are a NYSE-listed company and maintain an "excellent" rating from AM Best. Our companyhas over $57 billion in assets, 26,000 active agents and over 800 employees.

GENERAL PURPOSE OF THE JOB:

The Head of Service Technology is a strategic leadership business partner responsible for the oversight and execution of the strategy and key technical solutions that enhance business effectiveness in the Operations and Customer Excellence functions. The role is responsible for researching and implementing new technologies that enhance the customer, agent and team member experience, and leads the high performing teams engaged in workflow tools, call center telephony, omni channel service, agent licensing and appointment, commissions, quality assurance and automation.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Develops and maintains key relationships with Operations, Customer Excellence and IT Leadership and serves as a business partner to identify opportunities and ensure high quality solutions that drive business results.
• Partners with Head of Customer Experience on how systems can support evolution in that space.
• Identifies opportunities and researches new technologies and business system solutions that enhance the customer lifecycle experience, creative efficiencies and drive business results.
• Accountable for the implementation of innovative solutions and a technical roadmap for team(s) supporting the business functions requiring effective partnerships with function teams and a variety of the IT staff, including but not limited to direct reports, other IS managers, IT leadership, business units and business partners.
• Leads data usage (propensity models) for throughput, customer experience, and the satisfaction of the interactions through the journey.
• Fosters an IT culture that is responsive to the evolving needs of the business.
• Develops positive, "win-win" relationships with key vendors. Challenges key vendors to partner with American Equity to deliver best-in-class internal and client solutions.
• Ensures the proper utilization of all team members to promote the team approach for employee allocation and problem resolution.
• Leads Target Operation Model planning for the current and future needs of the business function.
• Leads a diverse team of employees with responsibility for managing the employee life cycle and experience, including but not limited to, selection and retention of talent, continuous feedback and performance management, reward and recognition, corrective action and employee development.
• Ensures prudent management of expenses for area of responsibility by establishing and monitoring department, team and/or project budget.
• Performs other related work as assigned.

SUPERVISORY RESPONSIBILITIES:

Direct Reports: 3-5 IT Leaders

General Description of Indirect Reports (2 and 3-downs): Employees include Application Developers, Business Analysts, QA Analysts and Engineers.

EDUCATION AND/OR EXPERIENCE:

Bachelor's degree in technology related field; plus a minimum of ten (10) years of progressively responsible related business systems experience, including five (5) years in a leadership role; and/or equivalent combination of education and/or experience. Experience directly in the insurance sector is preferred but not required.

KNOWLEDGE, SKILLS AND ABILITIES:

• Leadership skills including the ability to mentor and build a strong team.
• Ability to lead initiatives in a dynamically changing environment.
• Strong knowledge of data governance framework, data quality and data protection policies and standards, principles, governance metrics, processes, and related tools.
• Knowledge of the design, development, and architecture of data warehousing and data mart systems and services.
• Strong problem solving, risk assessment, and risk management skills including ability to make complex technical decisions.
• Effective verbal and written communication skills.
• Ability to work cooperatively and successfully with employees, customers, and other outside third parties.
• Strong organizational and planning skills.
• Ability to effectively present information and respond to questions.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to successfully handle pressure and meet deadlines in a fast-paced work environment.