Manager, Field Relations and Case Management (Remote)
Manager, Field Relations and Case Management (Remote)
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$ 79938 - 108152
1 Vacancy
Job Description
The Manager Field Relations & Case Management role is directly responsible for ensuring a superior advisor & client experience while managing a team of up to 20 front line Senior Case Managers (SCM) Advanced Case Managers (ACM) Case Managers (CM) Personal History Interviewers (PHI) & New Business Assistants (NBA). The SCM ACM CM PHI and NBA roles handle requests from financial advisors and underwriters utilizing a variety of complex system tools and processes.
The Manager Field Relations & Case Management position is diverse and touches people processes and technology across business lines to support new business and underwriting operations. Outside of the day-to-day management of a diverse workforce in an on-premises and telecommuting work environment this role also handles escalations and understands workforce management practices principles and system knowledge to help support their team members.
DUTIES & RESPONSIBILITIES:
Build and maintain a high-performing team; select develop coach reward and recognize team members.
- Manage front-line / professional support teams within an operational unit; recruitment selection performance management development and rewards.
- Manage work distribution resource management and staffing levels within workgroup
Assist in / develop team goals priorities and metrics.
- Monitor progress toward goals analyze variances take correction action and adaps plans and priorites to address resource and operational challenges.
- Provide staff with on-going coaching and performance feedback.
- Resolve escalated customer cases situations and inquiries.
Partner with legal and compliance to conduct operations in compliance with pertinent laws and regulations.
Participate in represent and/or lead divisional / departmental projects or operational improvements that improve operational unit performance.
- Recruits develops and sustains a high-performing team while promoting a culture of shared accountability operational excellence and partnership across the organization.
- Models Thrivents leadership competencies Model the Way Rally the Team and Deliver Outcomes.
- Supports and/or develops an environment in which Thrivent employees and colleagues are focused on continuous improvement exceptional employee engagement and an unwavering commitment to our clients. Shapes and/or supports a culture that represents the Thrivent purpose promise and values ensuring that Thrivents trust and reputation remain strong with its clients.
This role will interact with key leaders within Operations and senior leaders across the enterprise to drive operational excellence for all stakeholders.
QUALIFICATIONS & SKILLS:
Required:
College degree or equivalent
Demonstrated process/people leadership
Knowledge of financial products preferred
Professional credentials preferred (e.g. FLMA ALHC CLU)
Strong communication/interpersonal skills with emphasis on customer service conflict management teamwork and coaching skills
Knowledge of TF products and systems desired
Experience with significantly improving processes and leading change
Willingness to maintain an external perspective of emerging management and operations trends
Licensing as appropriate
Pay Transparency
Thrivent provides Equal Employment Opportunity (EEO) without regard to race religion color sex gender identity sexual orientation pregnancy national origin age disability marital status citizenship status military or veteran status genetic information or any other status protected by applicable local state or federal law. This policy applies to all employees and job applicants.
Thrivent is committed to providing reasonable accommodation to individuals with disabilities. If you need a reasonable accommodation please let us know by sending an email toor calland request Human Resources.
Required Experience:
Manager
Employment Type
Full-Time
