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 and strategic direction for new business Employee Benefits (EB) Operational functions. The EB Operations environment includes systems and products, some of which have been in force for years and others may have just been issued. The Operations Manager is responsible for overseeing contract and bill building. Leaders integrate EWA into their daily processes through regular touchpoints, team meetings, development planning, metric performance, and, in order to accomplish these objectives, the Operations Manager must be able to effectively communicate at all levels of the organization, as well as with external clients, agents and third parties.

KEY RESPONSIBILITIES:

• Integrate EWA (Empowerment With Accountability) into daily processes.
• 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.

REQUIREMENTS & QUALIFICATIONS:

• College degree and leadership experience are required. Ideally, the leadership experience would be in insurance, operations, call center or financial services field is desired, but not required.
• 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.