Manager, Issue Resolution

F&G is hiring for a Manager, Issue Resolution.

Job Summary

The Manager, Issue Resolution will be responsible for creating a single point of contact for escalated issues and to close the gap between internal, external, and vendor. This position will ensure service issues are resolved in an efficient, effective, and customer-focused manner. The Manager will be responsible for oversight of internal and external issues, continuous improvement and trending, building the issue resolution vision and ensuring F&G corporate goals are met.

Duties and Responsibilities

• Develop issue resolution trending, reporting, and tools; improve vendor and internal processes surrounding tracking of escalated issues
• Collaborate with the AVP, Claims & Issue resolution to define and develop strategy for resolving issues and establishing an efficient staffing model
• Build and document process that delivers customer-focused solutions while assessing risk; collaborate with F&G Legal/Compliance and Risk Management Departments on industry trends and regulatory changes
• Develop tools and program to oversee third-party-administrator (TPA) processes and ensure smooth transitions between teams
• Identify opportunities to drive continuous improvement via cross-functional problem solving while using analytics.
• Liaise with actuarial, finance, treasury and assume the lead role to analyze metrics, prioritize, and report out
• Oversee and enhance programs that support investigation of issues, quality, training, procedures, and variety of processes for the Issue Resolution Team
• Provide leadership of the Issue Resolution Team, including hiring, training, development and performance management
• Track individual and overall performance by quantitative and qualitative measurements and provide feedback and direction to claims staff
• Observe changes in the life Insurance and annuity industry and apply best practices at key moments of truth.
• Monitor daily operations, revise and enhance staffing policy; collaborate with operations leaders on capacity and demand modelling

Experience and Education Requirements

• Bachelor’s degree in business administration, finance, marketing or related field is required.
• 7+ years general business experience with experience in life, annuity, and/or disability claims preferred
• 2+ years management experience
• Successful completion of Life insurance related education such as LOMA or ICA coursework preferred.

Knowledge, Skills & Abilities

• Understands how respective Life Insurance and Annuity 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 with critical thinking thought leadership.
• 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 action items based on analysis and defines metrics that are aligned with organizational goals.
• 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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