Director of Client Integration Services
AIG Life and Retirement is one of the largest life insurance organizations in the U.S., and provides protection, investment and income solutions needed for financial and retirement security.
Group Retirement specializes in retirement savings and investment products and services, including individual variable and fixed annuities, group retirement products, mutual funds, financial planning and investment advisory services and guaranteed investment contracts.
For more than half a century, Group Retirement has served as a leading plan provider for K-12 schools and school districts, as well as for higher education and healthcare institutions. Our Group Retirement division is ranked as the number one provider of defined contribution plan services in the United States to public education employees in the K-12 market and number three for employees of higher education and not-for-profit healthcare.
The Director reports to the Vice President of Customer Operations Performance Excellence and is an extremely fast-paced and dynamic department. The work requires a great deal of flexibility, attention to detail and quality is paramount given the group level exposure.
The Director of Client Integration Services provides leadership and direction for institutional level project and maintenance tasks. The position partners across the organization with various departments, levels and our field force to serve our annuity and mutual fund group clients. The functions are high impact/high exposure and may include group level: Plan setups/terminations/de-conversions/fund exchanges/plan documents/amendments/fee processing. Additionally, they will work to support the digital transformation projects, DOL projects, and associated business projects.
This person is responsible for:
Improving readiness metrics, supporting senior management through data driven decisions, process engineering and lean six sigma methodologies.
Act as a mentor to other Process Managers and Analysts with regards to Six Sigma and Project Management Methodologies.
Work extensively across the matrix with downstream partners to ensure that customer service solutions, response and support is an integrated improvement and not segment specific.
Consult with business area senior leaders to identify core business objectives, gauge existing business performance, identify performance gaps and develop strategies to close those gaps.
Mine Six Sigma project opportunities and Black Belt candidates to ensure a consistent flow of qualified projects and available resources aligned to core business objectives.
Provide mentoring, coaching and instruction to Business Champions, Black Belts, Green Belts, and team members across a portfolio of business improvement initiatives.
Current portfolio is comprised of initiatives across VALIC Operations, including; Data Analytics, Sales Operations/New Business Development, Plan Sponsor Services, Agent Compensation.
Establish and lead a series of Quality Council Teams with the objective of leveraging project translation opportunities and best practices across functional areas and to standardize the approach of the various quality groups throughout VALIC Operations.
Facilitate and lead DMAIC/DMADV tollgate review sessions to ensure project conformance to Six Sigma phase deliverables and timelines.
Facilitate and lead Kaizen & Lean Events as well as Workout Sessions, applying the appropriate problem solving methodology for each specific challenge.
Coach and mentor Black Belts throughout their training, project work and ultimately through BB certification.
Be a change agent and work to instill a culture of data driven problem-solving throughout the organization.
The best performers in this position have the ability to be an effective leaders and partner across the organization to achieve results. They are able to multi-task and prioritize in a fast-paced environment to ensure established deadlines are met. They are self-motivated with excellent problem solving, analytical and decision making skills. And they use strong consulting/negotiating skills to influence decisions that will impact the implementation teams.
The Director role for Client Integration Services requires the following skills:
• Proven leadership and management capabilities
• Process management and workflow improvement experience
• Understanding of the group mutual fund/annuity business offered within Defined Contribution Plans
• Ability to manage multiple issues and projects simultaneously involving various business units and levels within the organization
• Demonstrated flexibility and adaptability
• Excellent relationship management skills
• Strong negotiation and decision making skills
• Previous sales presentation skills
• Demonstrated strategic thinking and visioning on future functionality required to remain competitive
• 5-10 years of benefits administration
• 5-10 years of management experience
• 5 years of leading a project based team preferably in transition services for defined contribution plans
• PMP Certification or Lean Certified strongly preferred