JOB SUMMARY The Manager, Insurance Operations provides operational leadership for the Insurance team by driving service excellence, advisor engagement, operational reporting, and execution of key initiatives. This role partners closely with financial advisors, internal leadership, operations teams, and business partners to improve service delivery, resolve complex issues, and enhance the advisor experience. By leveraging data, managing escalations, and leading continuous process improvements, the position helps ensure consistent, high-quality operational performance across the insurance business. The role also leads and develops a small team while fostering accountability, collaboration, and service excellence. RESPONSIBILITIES * Lead service-level reporting by monitoring performance, identifying trends, and providing actionable insights that improve operational effectiveness. * Establish and maintain service standards, accountability measures, and escalation processes in partnership with leadership to support consistent service delivery. * Serve as the primary escalation point for complex advisor service issues, ensuring timely resolution and a positive advisor experience. * Build and maintain strong relationships with financial advisors through proactive communication, ongoing support, and responsive issue resolution. * Analyze advisor feedback and service trends to identify improvement opportunities, implement solutions, and measure progress over time. * Manage operational projects by coordinating timelines, tracking deliverables, and ensuring timely completion of team initiatives and follow-up actions. * Collaborate with internal teams, vendors, and business partners to support cross-functional initiatives, process enhancements, and advisor communication strategies. * Lead, coach, and develop a team of direct reports by setting clear expectations, promoting accountability, and fostering a collaborative, service-oriented culture. REQUIREMENTS REQUIRED * Seven or more years of experience in life insurance operations, financial services operations, advisor service, or relationship management. * Experience supporting financial advisors, wealth management teams, insurance producers, or other high-value internal stakeholders. * Strong understanding of insurance workflows, preferably including life insurance, disability insurance, long-term care, and annuity processes. PREFERRED * Experience managing operational escalations, service standards, reporting, or operational performance, along with prior people leadership experience. * Professional designations such as Fellow, Life Management Institute (FLMI), Financial Services Certified Professional (FFSI), Professional Customer Service (PCS), or Life Underwriter Training Council Fellow (LUTCF). SKILLS * Strong communication and relationship-building skills with the ability to collaborate effectively across advisors, leadership, and cross-functional teams. * Excellent judgment and professionalism when managing sensitive, complex, or high-priority situations. * Strong project management, organization, and follow-through skills to manage multiple priorities and deliver results. * A collaborative, service-oriented mindset focused on continuous improvement, accountability, and delivering a positive advisor experience. #LI-MK1 #LI We welcome your interest in being a part of our firm. We believe in giving associates progressive opportunities, actively nurturing professional growth and giving back to the community. We are dedicated to building a diverse culture where everyone has the support they need to achieve their career goals. We offer an innovative workplace and a culture that fosters camaraderie, teamwork and work-life balance. By submitting your application, you agree to the collection and use of your personal information as described in our Employee and Applicant Privacy Notice. EOE M/F/D/V

Manager, Insurance Operations

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