Manager, Retail Forms Management

Job Summary

The Manager, Retail Forms enables the facilitation of optimal customer and agent experience through the maintenance and creation of administrative and new business forms/outward facing correspondence.  This role will focus on creating and maintaining content in alignment with our business processes and value proposition to producers and consumers. Additionally, this role will be establishing a formal forms management process and strategy. The successful candidate should have knowledge of insurance forms and the filing process; annuity and/or life insurance technical knowledge, writing skills, and a project management acumen. This role has a broad reach, including: Order Entry, Compliance, Marketing, IT, TPA, New Business, Post Issue, Claims, Product, Tax, & Sales.

This position may have direct reports and is part of the Retail Implementation organization reporting to the Director, Product Implementation.

Duties and Responsibilities

• Develop the forms content approach while partnering with internal business units to understand customers and business owners needs and expected outcomes
• Prioritize and manage deadlines for form content updates by understanding the scope and complexity of the requests and ensuring realistic expectations are set and maintained
• Ongoing study and understanding of our product portfolio, distribution and service needs, forms content approach and how they align to F&G's marketing strategy, business objectives, release timelines and ongoing operational needs
• Provide thought leadership through understanding of the entire scope and downstream impact of forms management on systems, processes, and TPAs; as well as the review and facilitation of optimal customer and agent experience on forms and outward facing correspondence
• Establish the intake process and act as the liaison for business partners for new incoming requests
• Research and understand the market landscape and best practices for forms/ correspondence management
• Integrate with the filing team to influence and drive a forms strategy for future implementation
• Stay up-to-date on regulatory/compliance requirements and Operational changes that impact forms content. Ensure all content and content changes are made with an understanding of the impact to other areas of the business and integrate into in flight projects when needed.
• Create and maintain the appropriate procedures and protocols in collaboration with business partners
• Communicate, create, and maintain the necessary reports which document all requests and the output of the team, including any backlog of requests and prioritization
• Coordinate and plan for data clean-ups as they emerge in collaboration with applicable business partners
• Write forms content with clarity, in plain English and that overall embodies F&G’s voice and tone and is in support of F&G brand
• Accountable for the ongoing review and assessment of existing content on product forms to ensure effectiveness, timeliness, and appropriateness with recommendations for improvement
• Consult on trainings and field communications related to forms content
• Direct copy direction for any freelance and creative agency deliverables related to forms content
• Prioritize projects/requests and work cross-functionally to identify solutions for competing timelines
• Build and manage a highly competent and motivated team effectively and efficiently to be capable of coordinating and implementing the forms strategy
• Establish and execute annual audit processes to ensure forms are updated and accurate. Partner with internal and external stakeholders to implement changes in an efficient manner 
• Develop, maintain and execute forms/correspondence management library. Examples include:  Agent Contracting/Solicitation Forms, New Business Forms, Policyholder Service Forms, Claims Forms, Applications, Supplementary Forms for Applications, Statement of Understanding, Prospectus, Required State Specific Forms, Required Non-State Specific Forms, 1035 Exchange/Replacement Forms, Commonly Used, Other Supplementary Forms, Distribution partner specific forms, Letters/correspondence.

Experience and Education Requirements

• Bachelor’s degree in marketing or related degree.
• 7+ years of experience in insurance marketing, products and/or forms content development
• Exposure to marketing to independent marketing organizations highly desirable
• Financial Services knowledge; insurance industry preferred
• NOTE:  Forms content does not include contract language or agent product training.

Knowledge, Skills & Abilities

• Strong communication skills—listening, writing and speaking
• Demonstrated skills working within a cross-functional environment to develop and deliver forms content that meets legal and compliance standards and fulfills needs for internal and external customers. 
• Aptitude to learn key product, distribution, and operational capability needs and incorporate into effective form content approaches
• Must be detail-oriented with proficient organization skills Continuous improvement mindset. 
• Excellent reporting, verbal, analytical, organizational and written skills
• Comfortable dealing with complex problems and proposing solutions
• Excellent interpersonal skills and able to collaborate with people at all levels, ability to perform work with a high-level of attention to detail and accuracy, and flexible and accepting of working in dynamic changing organizations
• Creative and inquisitive thinker
• Knowledge of graphic design software—an advantage (not required)

Other Requirements

• Work environment will be fast-paced and deadline-oriented so must be able to handle multiple projects with multiple players from a variety of locations at any given time.
• Perform other functions, duties and projects as assigned
• Regular and punctual attendance
• Some travel may be required (less than 10%)

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