Job Description

Job Purpose:

This role is responsible for:

Leading a group of operations consultants and analysts focused on delivery of new capabilities for the Annuity program (Customer Care, Distribution, and Product)

Contributing to the delivery of new capabilities for the Annuity program

This role will have leadership responsibility for, and will participate in providing, quality delivery.

Additionally, they are responsible for managing staffing demand, removing team impediments, and developing an improvement agenda that emphasizes building business acumen and enhanced knowledge of agile and scrum methodologies.

Job Responsibilities:

Leadership/Coaching

Provides overall leadership to team, acts as a change leader, and brings a positive servant leadership mindset

Coach team to help each individual cultivate the skills needed to achieve high success in his/her/their role

Fosters a positive work environment

Develops and maintains productive working relationship with others, setting a positive example for their working relationships with their team

Career Development/Performance & Dialogue

Set goals and standards of performance for team members which are linked to business goals; use appropriate measurement methods to monitor progress; take suitable accountability for successful completion of assignments or tasks

Provide on-going dialogue to individuals about their performance

Coaches and helps establish individual development and career plans

Cultivates emphasis within the team on improving behaviors and practices for Diversity, Equity, and Inclusion

Performance Management

Ensures timely feedback and completion of performance reviews to ensure achievement of appropriate progress

Ensures team compliance with company processes, federal and/or state regulations as required

Identifies opportunities for improvement related to quality of delivery and velocity of work completed with the team

Prepares employee performance appraisals and merit pay recommendations

Communication

Informs team of changes, potential changes and other pertinent information affecting the departmental areas

Assists in helping the team connect the work they are doing to customer care’s overall strategy and roadmap

Supports the dissemination of CUNA Mutual corporate-wide and Customer Care-specific communications

Execution

Using best practices and knowledge, improves capabilities and services

Solves complex problems by taking a new perspective

Approaches change with flexibility

Works independently, with minimal guidance.

Acts as a resource for colleagues with less experience

Lead small to mid-size initiatives across the Annuity organization

Serve as a liaison between business areas and IT

Translate business requirements into system requirements

Define requirements for our external business partners

Job Requirements:

8+ years of experience in customer service, administration, or operations, preferably in the financial services and/or insurance industry.

4-6 years prior experience directly and indirectly leading medium sized teams

Strong interpersonal and demonstrated team-building and coaching skills, proven teamwork, and collaboration

Demonstrated analytical and problem-solving skills; ability to apply sound judgment and make effective decisions

Proven ability to organize and prioritize; demonstrated success in multitasking and managing multiple, competing priorities, and understanding business trade offs

Prior experience with agile and scrum methodologies preferred

Strong ability to communicate at all levels with clarity and precision, both written and verbal

Ability to adapt in a changing work environment

Advanced technical/computer skills, including MS Word, Excel, SharePoint, etc.

#LI-LT

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Compensation may vary based on the job level, your geographic work location, position incentive plan and exemption status.

Base Salary Range:

$96,300.00 - $144,500.00

CUNA Mutual Group’s insurance, retirement and investment products provide financial security and protection to credit unions and their members worldwide.

As a dynamic and growing company, we strive to create a culture of performance, high standards and defined values.

In return for your skills and contributions, we offer highly competitive compensation and benefit packages, significant professional growth, and the opportunity to win and be rewarded.

Please provide your Work Experience and Education or attach a copy of your resume.

Applications received without this information may be removed from consideration.

Accommodation Request

At CUNA Mutual Group we believe in fostering an inclusive environment where everyone can bring their best self and thrive.

If application or interview process accommodations are needed please notify us at

[email protected]

Location

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