Assistant Vice President, Customer Service & Operations - Life & Retirement Division

About the Role

We have an exciting opportunity to join our Life & Retirement Division as an Assistant Vice President of Customer Service & Operations. This role is responsible for leading all aspects of the Life and Retirement Divisions Contact Center. It's a unique chance to drive results, implement strategies, and make a lasting impact on our organization's growth and success.

What You'll Do

Strategy Development

• Shape and lead the customer and agent/advisor experience, ensuring alignment with company goals.
• Partner with the Service & Operations VP to establish strategic direction, set goals, and drive successful execution.
• Build clear, department-wide objectives, encouraging collaboration across Service & Operations teams and actively participating in product development and sales initiatives.
• Serve as the lead and decision-maker for Service & Operations in cross-functional projects involving product management, compliance, finance, and marketing.
• Sponsor and guide high-visibility projects, delegating tasks to support successful outcomes.

People Leadership

• Lead and guide department and unit managers in building high-performing, empowered teams that understand their role and consistently drive for results.
• Supervise staffing needs, training, mentoring, and growth opportunities, monitoring team levels and supporting additional staffing as needed.
• Cultivate a culture of continuous improvement across all management teams.

Operational Execution

• Ensure qualitative and quantitative service level targets are achieved and provide regular reporting and analysis to senior leadership.
• Call center service levels, for example, such as 75% of calls within 25 seconds, call quality results and CSR availability goals.
• Ensure procedures are followed and monitored, including all compliance and legal processes.
• Oversight of audits, including implementation of actions required.
• Ensure process improvements are sought and implemented as necessary or desired Conduct formal presentations on behalf of department as needed. Plan, lead and communicate variances for your budget centers.

Why Work at Symetra

Here's what some of our employees have to say about why they work at Symetra:

"If you're looking for a place to call home, grow professionally and personally and most importantly, be yourself, Symetra is the right fit."Daniel P. - Senior Underwriter

"The atmosphere at Symetra is truly different than at other companies. If you are looking for a company where your voice will matter and be heard, Symetra is the place for you."Sydney S. - Actuarial Associate II

What we offer you

Benefits and Perks

We don't take a "one-size-fits-all" approach when it comes to our employees. Our programs are designed to make your life better both at work and at home.

• Flexible full-time or hybrid telecommuting arrangements
• Plan for your future with our 401(k) plan and take advantage of immediate vesting and company matching up to 6%
• Paid time away including vacation and sick time, flex days and ten paid holidays
• Give back to your community and double your impact through our company matching
• Want more details? Check out our Symetra Benefits Overview

Compensation

Salary Range: $121,300 - $202,200 plus eligibility for annual bonus program and long-term incentive plan

Who You Are

• Bachelor's degree in business or related field preferred, or equivalent experience required.
• 7+ years of management experience, including 2+ years managing other managers, with oversight of at least 40 employees.
• 5+ years in Life Insurance and/or Retirement Claims management.
• 5+ years in Customer Service or Call Center management, with FLMI, FLHC, and/or CLU certifications preferred.
• Experience with building strong teams
• People leader/developer
• Can drive employee engagement
• Customer and partner focused
• Helps to identify and drive continuous process improvements
• Effectively manages to metrics

Travel:

Required Training & Professional Development
All newly hired people leaders with direct reports are required to complete a comprehensive leadership development program within their first year. This program includes both virtual and in-person training. The in-person sessions will take place at Symetra's corporate headquarters in Bellevue, Washington. Symetra covers all travel and accommodation expenses.

Reasonable Accommodations
Symetra is committed to providing equitable access to all job-related responsibilities, including required travel. If reasonable accommodations are needed for travel, Symetra's HR department will work to provide appropriate solutions in alignment with individual needs and company policies.

We empower inclusion

At Symetra, we aspire to be the most inclusive insurance company in the country. We're building a place where every employee feels valued, respected, and has opportunities to contribute.

Inclusion is about recognizing our assumptions, considering multiple perspective, and removing barriers. We accept and celebrate diverse experiences, identities, and perspectives, because lifting each other up fuels thought and builds a stronger, more innovative company. We invite you to learn more about our efforts here.

Creating a world where more people have access to financial freedom

Symetra is a national financial services company dedicated to helping people achieve their financial goals and feel confident about the future. In our daily work, we're guided by the principles of Value, Transparency and Sustainability. This means we provide products and services people need at a competitive price, we communicate clearly and openly so people understand what they're buying, and we design products-and operate our company-to stand the test of time. We're committed to showing up for our communities, lifting up our employees, and standing up for diversity, equity and inclusion (DEI). Join our team and help us create a world where more people have access to financial freedom.

For more information about our careers visit: https://symetra.eightfold.ai/careers

Work Authorization

Employer work visa sponsorship and support are not provided for this role. Applicants must be currently authorized to work in the United States at hire and must maintain authorization to work in the United States throughout their employment with our company.

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