Operations Manager, Customer Experience Center

Operations Manager, Customer Experience Center

Company Summary

Come join one of America’s fastest growing insurance companies with a stable history of 175 years. At National Life Group (“NLG”), we offer a flexible work environment with opportunity for growth. As a mission-driven business, our promises are as important as the products we sell. We encourage our associates to live our values: Do Good. Be Good. Make Good.

Our mission extends beyond the insurance and annuities policies that we sell. Our cause is also to make the world a better place through grants from our charitable foundation, paid time for our employees to volunteer, environmentally sustainable and healthy work sites, and events that promote the work of nonprofits in our own backyard.

We invite you to explore what we have to offer and to join our cause.

Role Summary

As Manager for the Customer Experience Center (CEC), you will support the team in executing customer service processes and utilizing tools that are crucial to achieving our vision of providing peace of mind to everyone we serve. This role is vital in overseeing and guiding our Customer Service and Support teams for both the Life Insurance and Annuity business lines. You will play a key role in contributing to service analysis and delivery across multiple sites and lines of business.

Additionally, you will collaborate with distribution leadership and Agency sales relationships, ensuring that offshore and vendor partnerships effectively support CEC operations.

Essential Duties and Responsibilities

Team Leadership:

• Lead, mentor, and manage Contact Center representatives across multiple sites, ensuring efficient and effective customer service to all customers.
• Assist in the development and implementation of strategic, individual, and team goals that align with broader departmental and organizational objectives.
• Encourage a culture of excellence and high performance by providing coaching and development opportunities to team members.
• Promote and foster a team environment that fully embraces and promotes our core values and culture.

Operational Oversight:

• Monitor and help optimize activities for multiple lines of business and sites, maintaining superior service standards.
• Ensure compliance with company policies, and state and federal regulations and best industry practices.
• Maintain rigorous productivity and quality standards through comprehensive audits and reviews.

Service-First Delivery:

• Maintain a solid understanding of our products, services, systems, and business processes to drive top-tier operational efficiency.

• Collaborate with internal teams and external partners to resolve issues and improve service delivery.
• Support the implementation of innovative processes to significantly improve workflow efficiency and resource utilization.

Performance Monitoring and Reporting:

• Provide detailed, data-driven updates to leadership on production metrics, trends, and outcomes, offering insights and recommendations to improve.
• Share insights from routine service delivery observations to help inform product, sales, and technology enhancements.

Core Workdays

• This position is presently onsite/hybrid with the expectation of being in the office no fewer than three days per week with current campus days being Monday, Tuesday, and Wednesday (subject to change with business needs and manager discretion).

 Factors that lead to success:

• You are flexible and adaptable, based on the situation   
• You deal comfortably with the uncertainty of change   
• You solve problems creatively
• You get excited about learning
• You are empathetic and intuitively relate to others
• You are intellectually curious and ask questions to get to the root cause of a problems and can imagine, compose, and articulate alternative possible solutions

Minimum Qualifications

• Bachelor’s degree in business, Operations Management, or related fields.
• 3+ years of experience in Life and/or Annuity Operations, Financial Services or related fields. 
• Minimum of 3 years leadership experience.
• Proven ability to supervise and support diverse teams in a fast-paced environment.
• Basic understanding of financial and business principles.
• Effective problem-solving and decision-making skills.
• Good organizational skills and strong attention to detail.
• Ability to contribute to process improvements and service enhancement initiatives.
• Strong interpersonal and communication skills, with the ability to collaborate effectively.
• Ability to pass a background check.

Preferred Qualifications

• FINRA License (Series 6 & 26), FMLI, ChFC, or other financial services industry accreditation

 Benefits

• Your benefits start day one and are flexible and customizable to your and your family’s specific needs. Check out the BENEFITS of a Career at National Life!

The base compensation range represents the low and high end of the range for this position. Actual compensation will vary and may be above or below the range based on various factors including but not limited to qualifications, skills, competencies, location, and experience. The range listed is just one component of our total compensation package for employees.

Other rewards may include an annual bonus, quarterly bonuses, commissions, and other long-term incentive compensation, depending on the position.  National Life offers a competitive total rewards package which includes: a 401(k) retirement plan match; medical, dental, and vision insurance; a company funded wellness account for director and below employees; 10 paid holidays; a generous paid time off plan (22 days of combined time-off for non-exempt employees and exempt employees have discretion in managing their time, including scheduling time off in the normal course of business, but in no event will exempt employees receive less sick time than required by state or local law); 6 weeks of paid parental leave; and 6 weeks of paid family leave after a year of full-time employment.

National Life is accepting applications for this role on an ongoing basis and the role remains open until filled.   

National Life Group® is a trade name of National Life Insurance Company, Montpelier, VT – founded in 1848, Life Insurance Company of the Southwest, Addison, TX – chartered in 1955, and their affiliates. Each company of National Life Group is solely responsible for its own financial condition and contractual obligations. Life Insurance Company of the Southwest is not an authorized insurer in New York and does not conduct insurance business in New York. Equity Services, Inc., Member FINRA/SIPC, is a Broker/Dealer and Registered Investment Adviser affiliate of National Life Insurance Company. All other entities are independent of the companies of National Life Group.

National Life Group

1 National Life Dr

Montpelier, VT 05604

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