<p>At TruStage, we're on a mission to make a brighter financial future accessible to everyone. We put people first, and work hand in hand with employees and customers to create a diverse and inclusive environment. Passionate about building insurance, investment and technology solutions, we push the boundaries of what's possible. We need you to help us shape what's next. You'll be encouraged to share your experiences, ideas and skills to help others take control of their financial future.</p> <p>Join a team that has received numerous awards for being a top place to work: TruStage awards and recognition</p> <p>Job Purpose:</p> <p>This position, under the general direction of the Customer Operations Leadership Team, provides direct and indirect support and leadership for their respective Customer Operations Teams, working to ensure the timely and effective application of TruStage processes and policies. The Manager III, Operations is responsible for building above-standard relationship with internal partners. This role will have leadership responsibility for change management, performance metrics, and process improvement in their respective areas. In addition, the Manager III, Operations has the authority to hire, recommend termination, coach, develop and evaluate direct reports.</p> <p>Job Responsibilities:</p> <ul> <li> <p>Leadership / Coaching</p> </li><li> <p>Provides day-to-day leadership and supervision to team members</p> </li><li> <p>Assists in coaching team to be able to identify inquiries which are beyond the scope of authority and take appropriate actions</p> </li><li> <p>Inspires team to focus on adherence to TruStage policies and processes.</p> </li><li> <p>Fosters a positive work environment</p> </li><li> <p>Develops and maintains productive working relationship with all team members.</p> </li><li> <p>Career Development / Performance & Dialogue</p> </li><li> <p>Set goals and standards of performance for the team which is linked to business goals; use appropriate measurement methods to monitor progress; take suitable accountability for the successful completion of assignments or tasks</p> </li><li> <p>Provides ongoing dialogue to team members about their performance</p> </li><li> <p>Coaches and helps establish individual development and career plans</p> </li><li> <p>Performance Management</p> </li><li> <p>Completes quality reviews for team members</p> </li><li> <p>Ensures staff compliance with company processes</p> </li><li> <p>Monitors and evaluates quality and metrics reports for each team member and identifies required actions necessary to achieve service level and quality targets</p> </li><li> <p>Analyze periodic performance indicators and communicate regularly to team members</p> </li><li> <p>Prepares employee performance appraisals and merit recommendations</p> </li><li> <p>Issue Resolution</p> </li><li> <p>Investigates and resolves issues as required - whether customer issues, team issues or departmental issues</p> </li><li> <p>Operations Management / Continuous Improvement</p> </li><li> <p>Identifies, designs and makes recommendations for process changes to improve customer experience</p> </li><li> <p>Maintains an awareness of TruStage Principles</p> </li><li> <p>Promotes and maintains a positive, professional image of TruStage</p> </li><li> <p>Participates in specials projects as assigned by the manager</p> </li><li> <p>Communication</p> </li><li> <p>Informs team of changes, potential changes and other pertinent information affecting the department</p> </li><li> <p>Plans, coordinates and conducts meetings to discuss operational procedures and provide ongoing training to the team as needed</p> </li><li> <p>Supports the dissemination of TruStage corporate-wide and location-specific communications on-site (i.e., bulletin boards, video monitors, peer recognition, etc.)</p> </li><li> <p>Business Continuous Improvements</p> </li><li> <p>Identifies and makes recommendations for process changes to improve customer experience</p> </li><li> <p>Notifies leadership of any issues that require exceptions to the normal process procedures</p> </li><li> <p>Provides assistance to any ancillary departments</p> </li><li> <p>Coordinates with vendor and monitors SLA's with metrics/dashboards to ensure that performance targets are met</p> </li></ul> <p>The above statement of duties is not intended to be all inclusive and other duties will be assigned from time to time.</p> <p>Job Requirements:</p> <ul> <li>Bachelor's degree in Business or equivalent work experience </li><li>8+ years of experience in customer service, administration or operations, preferably in the retirement/financial services and/or insurance industry </li><li>4-6 years prior experience, directly and indirectly, leading medium-sized teams </li><li>Strong interpersonal and demonstrated team-building and coaching skills, proven teamwork and collaboration </li><li>Demonstrated analytical and problem-solving skills; ability to apply sound judgment and make effective decisions </li><li>Proven ability to organize and prioritize; demonstrated success in multitasking and managing multiple, competing priorities </li><li>Prior experience with change management and project management methodology is strongly preferred </li><li>Strong ability to communicate at all levels with clarity and precision, both written and verbal </li><li>Ability to adapt in a changing work environment </li><li>Advanced technical/computer skills, including MS Word, Excel, PowerPoint, SharePoint, etc. </li><li>Proven experience working with project/development teams in an Agile/SCRUM framework </li></ul> <p>If you're ready to help make a difference, apply today. A resume is required to apply. TruStage may process applicant information using an Artificial Intelligence (AI) tool. This tool automatically generates a screening score based on how well applicant information matches the requirements and qualifications for the position. TruStage recruiters use the screening score as a guide to further evaluate candidates; the score is one component of an application review and does not automatically determine whether a candidate moves forward. Candidates may choose to opt out of this process.</p> <p>Compensation may vary based on the job level, your geographic work location, position incentive plan and exemption status.</p> <p>Base Salary Range:</p> <p>$102,200.00 - $153,300.00</p> <p>At TruStage, we believe a sound, inclusive benefits program is of vital importance, along with a flexible workplace that allows for work-life balance, career growth and retirement assistance. In addition to your base pay, your position may be eligible for an annual incentive (bonus) plan. Additional benefits available to eligible employees include medical, dental, vision, employee assistance program, life insurance, disability plans, parental leave, paid time off, 401k, and tuition reimbursement, just to name a few. Beyond pay and benefits, we also recognize that flexibility, including working in a place you prefer, is essential to caring for our employees. We will continue to strive to offer flexibility and invest in technology and other tools that will make hybrid working normal rather than an exception, so that when "life happens," you can focus on what's most important.</p> <p>Accommodation request</p> <p>TruStage is a place where everyone can bring their best self and thrive. If you need application or interview process accommodations, please contact the accessibility department.</p>