VP Service Experience & Resiliency

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.

Job Summary

The ILFS VP Service Experience & Resiliency role is aligned closely with the OA mission, vision, goals, and success metrics. This role reports to the ILFS President and will oversee a team responsible for New Business, Licensing, Operations Readiness, ILFS specific Service Experience, Resiliency, and compensation. The VP, Service Experience is focused and aligned on our strategic service expectations and goals to our relationship strategy and our short and long-term strategic roadmap. This role both influences organizational focus and provides evidence of accountability to the expectations of our customers across all ILFS stakeholders. As the strategic service expectations evolve, this executive will drive ongoing alignment to maximize service experience.

This role is responsible for the following:

• Lead ILFS from a service experience perspective; directly overseeing and driving the success of New Business, Licensing, Ops Readiness, and Service Resiliency.
• Develop and deliver ILFS service experience framework and vision in partnership with key stakeholders
• Partner effectively across distribution leadership, marketing and other enterprise partners. Align service expectations and experience strategies with ILFS and OA initiatives.
• Identify service needs and take proactive steps to create and implement initiatives to continuously evolve.
• Represent ILFS on the Enterprise Service Experience Council (EEC); accountable to implement key operational disciplines (service training, engagement models, integrity task force, automation initiatives and proficiency models, etc) to deliver ILFS service requirements.

Job Requirements

Required Education and/or Certifications

• A./B.S. College Degree

Recommended Education and/or Certifications

• Industry certifications (i.e. FLMI)

Required Work Experience

• 7-10 years leadership experience within the industry, including senior and back office "operations" leadership positions; 3+ years preferred operations experience; demonstrated project and program implementation
• Or any combination of education and experience which would provide an equivalent background

Salary Band: 11B

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.