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 Operations Manager provides leadership to associates by translating strategic direction into operational processes within our Employee Benefits Operations group. This leader creates customer experience and performance criteria that clarify expectations and remains accountable to those expectations. This role ensures that our associates are prepared to support our customers when they need us most by delivering the appropriate level of customer service. An Operations Manager's scope of responsibility extends beyond their specific, assigned functional area(s) such that they may interact with associates, clients, agents and even lending their support / guidance to peers and other functional areas. The Operations Manager adds value to the organization by creating functions and processes that align operational functions with strategic goals and positioning our associates for success.

Key Responsibilities:

• Integrate EWA (Empowerment With Accountability) into daily processes (cultural values).
• Manage escalations and issue resolution by providing guidance, support and partnering with peer functions.
• Align proficiency levels with anticipated (i.e. forecasted) volumes.
• Consistently achieve agreed upon service levels and metric performance.
• Provide support, subject matter expertise and guidance to peers.
• Based upon feedback provided, identify opportunities for improvement.
• Support, lead and/or manage project efforts, as appropriate.
• Ownership of execution of all applicable work streams, maintaining adherence to Employee Benefits, Compliance and Legal.
• Anticipate and provide guidance related to any discovery of compliance defects by partnering affectively with multiple areas of the organization to ensure accurate record maintenance.
• Ensure timely and accurate communication to all key stakeholders both internal and external.
• Look for process and proficiency opportunities.

Qualifications & Requirements:

• Bachelor's degree
• Leadership experience required (insurance, operations, call center or financial services field is desired, but not required)
• Strong written and verbal communication skills that adapt to all audiences
• Experience managing staffing and productivity models, preferred
• Experience with transformation and change management
• 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.