Northwestern Mutual

Senior Director Advanced Markets Operations

Northwestern Mutual • $144K — $216K *
Milwaukee, WI 53215In-Person
Business Services
8 - 10 years of experience
2 days ago
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree in business or related field.
  • Minimum ten years of advanced operational experience.
  • Strong understanding of large-scale contact center operations and technologies.
  • Extensive knowledge of the insurance business practices including client service and billing processes.
  • Proven negotiation skills with a creative problem-solving capability.
  • Excellent written and verbal communication skills.
  • Ability to analyze and resolve complex business challenges independently.
  • Experience in talent development and process improvement methodologies.

Responsibilities

  • Develop and execute a long-term contact center strategy to enhance brand reputation.
  • Foster a culture of continuous improvement through assessments and evaluations.
  • Create and implement strategies to achieve client service objectives across various channels.
  • Implement service recovery processes within customer operations.
  • Guide Assistant Directors and Managers in all operational aspects of client services.
  • Ensure alignment of customer service representatives with product knowledge and best practices.
  • Participate in projects and evaluate process impacts across functions.
  • Maintain relationships and incorporate industry best practices into contact center strategies.

Benefits

  • Comprehensive training and development programs for career advancement.
  • Collaborative work environment focused on employee engagement and team success.
  • Access to innovative tools and technologies to enhance work efficiency.
  • 401(k) plan with company match to support future savings.
  • Health and wellness benefits including medical, dental, and vision coverage.
Full Job Description
Primary Duties & Responsibilities:
  • Develop, implement and monitor a three to five-year contact center strategy across the Advanced Markets contact centers to ensure that financial representatives and policyowners maintain a favorable view of Northwestern Mutual's brand and reputation.
  • Create a culture of high quality and continuous improvement through the process of assessment, evaluation, insight, action, implementation and measurement.
  • Develop comprehensive strategies and direct resources to achieve Department and Company field and client experience objectives through integrated client service interactions (billing collection, beneficiary title, client data maintenance, etc.). Develop, maintain and improve effective communications with customers regarding all aspects of service.
  • Develop, implement and monitor service recovery and concierge services across customer operations.
  • Direct, develop and provide guidance to Assistant Directors and Managers in all operational matters, including those relating to service delivery, talent management, budgeting and staffing for integrated client services.
  • Direct the delivery of contact center support services and works with business process owners to resolve service levels gaps.
  • Leverage relationships across departments to ensure that customer service representatives are knowledgeable about all relevant products and product changes. Drive implementation of best practices for hiring, training and retention across all of the contact centers.
  • Participate in company-wide projects and analyze impact of process and/or system changes cross-functionally.
  • Accountable for maintaining peer and industry relationships and education on current and future state contact center best practices and incorporating innovation and industry best practices into the strategic direction of the company's contact centers.


Qualifications:
  • Bachelor's degree business or related field.
  • Minimum of ten years of progressively responsible level experience including expertise in operations and/or the designated investment products (if applicable) that the position supports.
  • Comprehensive understanding of customer service environments, large scale contact center operations, and contact center technologies.
  • Solid understanding of the insurance business, including field relations, servicing functions, billing and collections and client data maintenance.
  • Strong negotiation skills and ability to think creatively to find solutions that deliver and' vs or'.
  • Demonstrated superior written and verbal communication skills with ability to build rapport and gain acceptance at all levels.
  • Demonstrated ability to independently analyze and solve complex business problems.
  • Strong skills and desire to develop direct reports and others.
  • Demonstrated knowledge in process improvement, Lean, Continuous Learning and Improvement, or similar methodologies.
  • Requires Series 6 and 26.


Skills You Have
  • Escalation Management
    Addresses and resolves incidents where customer wants to communicate with leadership or higher authorities regarding their problems. Empathizes, understands, and interacts with the customer to mitigate their issues using domain expertise and adaptive communication techniques.
  • Prioritization
    Assesses and accurately assigns priority levels to different tasks based on importance, urgency, and alignment to business and strategic goals.
  • Strategic Vision & Planning
    Develops, defines, and executes strategic vision for the team and business function they manage with an understanding of the enterprise's goals as a people manager; defines business planning, strategy formulation, and management engine to support strategic vision.
  • Talent Development & Planning
    Develops direct reports' skills based on organizational objectives, evaluates skill gaps, and manages succession planning to develop more capable direct reports, diverse, strong teams and better organizational performance in an equitable and inclusive manner.
  • Change Adaptability
    Becomes adaptable in response to continual changes; shows an openness to new ways of working, new methods, work-in-progress improvements and changes and seamlessly navigates the changing business environment and adjusts behavior as appropriate to the situation.
  • Business Influence
    Collaborates, communicates and influences direct reports, stakeholders, and other business functions based on understanding of the marketplace, organizational needs, and the client as a people manager.
  • Analytical Thinking
    Organizes and compares various aspects of a situation to comprehend and identify key or underlying complex issues through the use of quantitative data and analysis; leverages strong business acumen, problem solving, and interpersonal skills to think critically about situations from multiple perspectives and consistently seeks ways to improve processes.


This position has been classified as a Registered Representative under NMIS guidelines and requires fingerprinting.Series 26 - FINRA, Series 6 - FINRA

Compensation Range:

Pay Range - Start:
$144,000.00

Pay Range - End:
$216,000.00

Geographic Specific Pay Structure:

Structure 110:
$158,400.00 USD - $237,600.00 USD

Structure 115:

$165,600.00 USD - $248,400.00 USD

We believe in fairness and transparency. It's why we share the salary range for most of our roles. However, final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process. The standard pay structure is listed but if you're living in California, New York City or other eligible location, geographic specific pay structures, compensation and benefits could be applicable, click here to learn more.

Grow your career with a best-in-class company that puts our clients' interests at the center of all we do. Get started now!

About Northwestern Mutual

Northwestern Mutual has been helping people and businesses achieve financial security for more than 160 years. Through a holistic planning approach, Northwestern Mutual combines the expertise of its financial professionals with a personalized digital experience and industry-leading products to help its clients plan for what's most important. Northwestern Mutual delivers financial security to millions with life, disability income and long-term care insurance, annuities, and brokerage and advisory services. The company manages billion of dollars of investments owned by its clients and held or managed through its wealth management and investment services businesses. Northwestern Mutual is the marketing name for The Northwestern Mutual Life Insurance Company (NM), Milwaukee, WI (life and disability insurance, annuities, and life insurance with long-term care benefits) and its subsidiaries. Subsidiaries include Northwestern Mutual Investment Services, LLC (NMIS) (securities), broker-dealer, registered investment adviser, member FINRA and SIPC; the Northwestern Mutual Wealth Management Company® (NMWMC) (fiduciary and fee-based financial planning services), federal savings bank; and Northwestern Long Term Care Insurance Company (NLTC) (long-term care insurance).

Northwestern Mutual Careers

Joining Northwestern Mutual presents a unique opportunity to be part of a team that is dedicated to empowering personal and professional growth, innovation, and leadership in the financial services industry. As a company renowned for its commitment to excellence and a culture that values diversity and inclusion, Northwestern Mutual offers unparalleled job opportunities for both seasoned professionals and those at the start of their careers.

Work You’ll Do

At Northwestern Mutual, we believe in building strong relationships not only with our clients but also among our team members. By joining our team, you will collaborate with some of the most talented professionals in the industry, all united in their commitment to leadership and innovation. Our employees are equipped with top-tier benefits and diversity training that ensure their career journey is both rewarding and inclusive.

Explore Professional Growth and Development

Northwestern Mutual is committed to fostering an environment where career growth is not just a possibility but a priority. With a variety of positions available, from financial representatives to internships for budding professionals, our company is a place where your skills and passion can thrive. We provide extensive training programs and leadership development opportunities that prepare you for success in your current role and beyond.

Innovative Work Environment

Our team at Northwestern Mutual is at the forefront of integrating cutting-edge technology and innovative financial strategies to provide exceptional service to our clients. This focus on innovation is not just about staying current; it's about leading the way in the financial sector. Employees at all levels are encouraged to contribute ideas and take initiative, driving the company forward as a leader in the financial industry.

Be Part of Our Diverse and Inclusive Team

Diversity and inclusion are more than just buzzwords at Northwestern Mutual; they are integral to our company culture and business strategy. We are committed to creating a workplace where all employees can flourish. Our diversity training programs are designed to enhance understanding and foster an inclusive environment for all team members.

Networking and Career Advancement

Networking within Northwestern Mutual opens doors to expansive career advancement opportunities. We encourage our employees to engage in internal networking events, which often lead to mentorship and further career development. Whether you are looking to enhance your resume, prepare for an interview, or step into a leadership role, Northwestern Mutual provides the resources and support to help you achieve your professional goals.

Join Our Team

Search open positions that match your skills and interests. We are looking for passionate, curious, and solution-driven team players who are ready to take their career to the next level. Explore the job opportunities and internships available at Northwestern Mutual and find out how you can contribute to our legacy of innovation and leadership.

Stay Connected

Keep up to date with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at Northwestern Mutual.

SEARCH NORTHWESTERN MUTUAL JOBS

Join us and start your journey at Northwestern Mutual today, where your career is nurtured, your skills are honed, and your achievements are celebrated.
Learn more about Northwestern Mutual
Size
7,000 employees
Industry
Finance & Insurance
* Ladders Estimates

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