Manager, Operations

At OneAmerica, we deliver on promises when customers need us most. We believe the best way to serve our customers is to know that every individual, employee, family and business we work with has unique personal and financial goals. We keep our promises, so we can help them achieve their goals and realize their definition of financial success.

The Manager, Ops is responsible for being there when our customers need us most and directing, planning and implementing policies, processes and activities in support of Employee Benefits products and services. The Employee Benefits Adds & Changes department provides support to the division in the following areas: group updates, record reconciliation, group administration, escalation management, disputes, and additional business support. More specifically, the position adds value to the organization by strategically aligning the teams in order to meet department goals, assists in resolving internal and external issues that negatively impact our ability to deliver division results, supports ongoing development of operations staff, all of which contribute to the organizational key results.

KEY RESPONSIBILITIES:

• Development and Coaching:
  
  • Ensure production, quality, and service standards of direct reports are met through coaching and accountability measures; Actively inspire and promote associate engagement and development focused on a long-term career with OneAmerica; Empower teams by continuously defining and expanding green zones
• Customer Experience and business support:
  
  • Provide escalation management and research to assist key stakeholders. Build and maintain internal and external relationships with a focus on gaining an outside-in perspective
• Performance and Service Levels:
  
  • Ensure service level agreements are met and proactively make adjustments to work distribution as needed to achieve daily results of key measures including quality and turn around times.
• Process Improvement:
  
  • Identify, analyze and implement process improvements actively; collaborate on process improvements across multiple areas; communicate updates to processes and procedures to key business stakeholders; Identify opportunities for efficiency and innovation in process

REQUIREMENTS & QUALIFICATIONS:

• 4-year degree and 3 years of leadership experience, OR 2-year degree and 4 years of leadership experience, OR 6 years of leadership experience
• Employee Benefits or Retirement Services background strongly preferred
• Strong written and verbal communication skills that adapt to the audience which will include Employee Benefits and Operations associates and senior business leaders.
• Excellent organizational skills to monitor/maintain team's day-to-day activities while keeping projects and long-term analysis in progress.
• Ability to prioritize issues, tasks and project/analysis work to meet recurring and leadership assigned deadlines.
• Strong analytical skills, the desire to identify root cause and the ability to apply knowledge and previous experience in new situations.
• Or any combination of education and experience which would provide an equivalent background

Salary Band: 06A

This selected candidate will be expected to work hybrid in Indianapolis, IN.The candidate will also be expected to physically return to the office in CA, WI, IN or ME as business needs dictate or for team-building and collaboration.

If you are offered and accept this position, please be advised that OneAmerica does not have any offices located in the State of New York and OneAmerica associates are not permitted to work remotely in the State of New York.

Disclaimer: OneAmerica is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

For all positions:

Because this position is regulated by the Violent Crime Control and Law Enforcement Act, if an offer is made, applicants must undergo mandated background checks as a condition of employment. Such background checks include criminal history. A conviction is not necessarily an absolute bar to employment. Consistent with applicable regulatory guidelines and law, factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered.

To learn more about our products, services, and the companies of OneAmerica, visit oneamerica.com/companies.