VP, In-Force Operations

The Vice President of In-Force Operations is a strategic leader pivotal to driving operational excellence across the organization. This leader will have overall accountability for consistent, high-quality execution in all in-force operational transactions for clients and financial advisors ensuring strong adherence to key performance indicators. The scope of responsibility includes overseeing $3 million in contracts across Life, Health, Annuity, and Long-Term Care policies, managing customer-facing transactions that impact the entire In-Force business.
As a leader, the incumbent will navigate a complex, matrixed organization and foster high-trust relationships across the enterprise. Skilled in leading change, this leader will role model systems thinking, see the big picture, challenge the status quo, anticipate unintended consequences, and drive impactful business results.
Key internal partnerships include, but are not limited to New Business and Underwriting, Operations Development & Relations, Contact Center, TIMI, TAN and GCO. This leader is highly engaged with the functional senior leaders to ensure best-in-class service delivery and advance strategic priorities.
The role will be a key member of the Operations Leadership Team, reporting directly to the SVP, Head of Operations.

DUTIES & RESPONSIBILITIES: 

• Develop and oversee key performance indicators to drive consistent, timely execution of the life cycle across the continuum of New Business, ensuring that Thrivent’s In-Force block is administered consistently with product design expectations, legal and compliance requirements. Lead the design and development of new approaches to In-Force management to drive industry-leading advancements and differentiation in the marketplace. 
• Leads the development and/or strategic leveraging of frameworks for the systematic implementation and advancement of strategic priorities, driving effective, efficient collaboration across the enterprise. This includes knowledge transfer, progress tracking, and the continuous reexamination and reimagination of current processes. Strategic priorities will be approached from a system-wide perspective, integrating all service and client-facing environments to create synergies that benefit clients, advisors, employees, and the Thrivent brand. This leader will exercise sound judgment in managing risk and proactively seizing opportunities to optimize the role of In-Force, ensuring alignment with broader organizational goals.
• Drive the execution of the operations strategy to advance Thrivent’s ability to achieve its strategic priorities, specifically in the transformation and modernization of the company. This includes leading collaboration efforts and contributing to the reimagination of both client and advisor experiences.
• Align In-Force initiatives with enterprise priorities, partnering with Product Operating Model Teams to drive the successful achievement of organizational objectives.
• Lead the development and implementation of key performance indicators to define, measure, and ensure adherence to performance standards for In-Force transactions (withdrawals, surrenders, policy changes, etc.).
• Hold full accountability for the management of a $4.4 million In-Force budget, ensuring optimal allocation and use of resources.
• Establish and refine high-performing, relationship-based teams to consistently deliver exceptional service experiences across all product lines.
• Serve as a strategic thought leader in collaboration with DD&T to implement innovative technology solutions, including Unified Buying Experience, CCaaS integration, Robotics, Document Management, and Workflow Automation, among others.
• Lead efforts with IT to assess the current technology landscape, encompassing 18 disparate systems across administration, payment, and document generation. Formulate and execute strategies to optimize legacy systems, identify opportunities to drive cost efficiency, enhance service delivery, and improve client and field experiences through technological advancements.
• Drive continuous improvement by identifying and seizing opportunities to streamline the In-Force support process, reducing costs while enhancing the client experience. Leverage data, technology, vendor solutions, and client feedback to achieve these objectives.
• Establish and implement a strategic, multi-year roadmap with clear operational measures, defining targeted areas for improvement in the client and field experience, and ensuring alignment with annual goals.
• Develop and maintain a robust quality program, continuously monitoring its performance to ensure high levels of customer loyalty and satisfaction.
• Strategically collaborate with departments within GCO Ops (GCO, In-Force Operations, Contact Center, Claims, Operations Development & Relations, Operations Fulfillment, TIMI & TAN) and across the broader organization, including DD&T and Distribution, to drive and achieve overarching business objectives.
• Stay ahead of industry trends by maintaining deep knowledge of current and emerging developments in the In-Force business. Assess their impact and collaborate with senior management to incorporate these trends into current and future strategic plans.
• Establish and enforce strong operational controls, proactively identifying and mitigating risks to protect the organization and ensure sustainable operations.
• Play a key role in risk management, analyzing potential impacts to risk programs, product pricing, business mix, and assets under management to support strategic decision-making.
• Collaborate with the Service Quality Management team to implement service enhancements and modifications to legacy systems, ensuring they align with organizational goals and customer needs.
• Partner with eSolutions, digital and IT to implement self service functions. 
• An experienced and inspirational leader who will bring out the best from their team and others.
• Recruit, develop, and sustain a high-performing team while promoting and fostering a culture of shared accountability, engagement, client-centricity, operational excellence (including client and advisor experiences), innovation, continuous improvement and partnership and collaboration across the team.
• Drive best-in-class service and staffing models to support service and staffing implications for new products, product changes and/or sales promotions. 
• The VP, In-Force Operations will model Thrivent’s leadership competencies.

This Vice President will be responsible for overseeing critical facets of the operational organization. This role will play a pivotal role in shaping the operational direction, fostering growth and driving success in a dynamic and competitive market. This role will influence employees at all levels of the organization, as their leadership impacts company culture and direction. This position will influence a wide range of stakeholders, both internal and external, including senior leaders across Operations, Distribution, GCO, Marketing, and the Board of Directors. 

QUALIFICATIONS & SKILLS:

 Required:

• Bachelor’s degree in business, management, or related business field.
• Demonstrated experience (15+ years) leading operational functions or related area in the financial services industry at a senior level.
• Experience navigating complex and matrixed organizations to achieve desired results. 
• Strong communication skills to inform and engage all layers of management and stakeholders.
• Demonstrated vision and strategic leadership skills along with strong influencing abilities.
• Experience with effectively leading through change; Passionate about leading on a large scale through others and leveraging systems to engage people and drive results. 
• In-depth knowledge of New Business and Underwriting processes.
• Series 6 & 26 required within 90 days of hire. 
• In-Force illustrations and re-proposal experience. 
• A strategic thought partner, this leader must demonstrate critical thinking and excellent judgment.
• Tenacious, committed, constructive, and results-oriented, with high-energy and sense of urgency.

Preferred:

• LOMA/LIMRA designations preferred. 
• Master’s Degree
• Six sigma, Black or green belt

Pay Transparency

Thrivent’s long-term growth depends on attracting, rewarding, and retaining people who are committed to helping others thrive with purpose. We accomplish this by offering a wide variety of market competitive compensation programs to attract, reward, and retain top talent. The applicable salary or hourly wage range for this full-time role is $220,084.00 - $330,126.00 per year, which factors in various geographic regions. The base pay actually offered will be determined by a variety of factors including, but not limited to, location, relevant experience, skills, and knowledge, business needs, market demand, and other factors Thrivent deems important.

Thrivent is unique in our commitment to helping people to be wise with money and live balanced and generous lives. That extends to our benefits.

The following benefits may be offered: various bonuses (including, for example, annual or long-term incentives); medical, dental, and vision insurance; health savings account; flexible spending account; 401k; pension; life and accidental death and dismemberment insurance; disability insurance; supplemental protection insurance; 27 days of Paid Time Off each year; Sick and Safe Time; 10 paid company holidays; Volunteer Time Off; paid parental leave; EAP; well-being benefits, and other employee benefits. Eligibility for receipt of these benefits is subject to the applicable plan/policy documents. Thrivent’s plans/policies are subject to change at any time at Thrivent’s discretion.

Thrivent provides Equal Employment Opportunity (EEO) without regard to race, religion, color, sex, gender identity, sexual orientation, pregnancy, national origin, age, disability, marital status, citizenship status, military or veteran status, genetic information, or any other status protected by applicable local, state, or federal law. This policy applies to all employees and job applicants.

Thrivent is committed to providing reasonable accommodation to individuals with disabilities. If you need a reasonable accommodation, please let us know by sending an email to [email protected] or call 800-847-4836 and request Human Resources.