Midwest Holding LLC., a rapidly growing financial services holding company, seeks a customer service-focused, hands-on, and energetic team player to join us as In-Force Director. We operate as a modern insurance-holding company focused on long-term growth. We aim to foster and cultivate our relationships to sell and administer annuity products through third-party independent marketing organizations (IMOs).
Summary/Objective
The In-Force Director is a key leadership role responsible for overseeing the entire In-Force function, including Customer Service, In-Force Financial, In-Force Non-Financial, and Claims. The Director will ensure efficient and effective policy administration, contribute to strategic planning, and enhance operational performance to meet the company's objectives. This position requires a dynamic leader with strong managerial skills, a deep understanding of policy administration, and the ability to drive continuous improvement across teams.
Essential Functions • Strategic Leadership:
o Develop and implement strategic plans for the In-Force department in alignment with company goals.
o Collaborate with the COO and other senior leaders to drive organizational growth and efficiency.
o Establish and communicate clear objectives, policies, and procedures for the department. • Team Management:
o Direct and oversee the work of managerial direct reports and their respective teams.
o Foster a positive and collaborative work environment to promote high levels of employee engagement and performance.
o Provide coaching, mentoring, and professional development opportunities for staff. • Operational Oversight:
o Ensure the efficient processing of in-force business, including policy maintenance, and the administration of ongoing policyholder requests.
o Monitor and improve workflows, systems, and processes to enhance productivity and service quality.
o Implement best practices for policy administration and compliance with regulatory requirements. • Performance Management:
o Establish performance metrics and key performance indicators (KPIs) to evaluate team effectiveness.
o Conduct regular performance reviews and implement corrective actions as needed.
o Analyze data and reports to identify trends, issues, and opportunities for improvement. • Customer Service:
o Ensure the delivery of exceptional customer service and support to policyholders and other stakeholders.
o Address escalated customer issues and complaints, ensuring timely and satisfactory resolutions.
o Collaborate with other departments to enhance the customer experience. • Financial Management:
o Develop and manage the department's budget, ensuring cost-effective operations.
o Identify and implement cost-saving initiatives without compromising service quality.
o Prepare financial reports and forecasts for senior management.
Required Education and Experience • Bachelor's degree in Business Administration, Finance, Insurance, or a related field or equivalent experience/education. • Master's degree preferred. • Minimum of 10 years of experience in policy administration, insurance, or a related field, with at least 5 years in a leadership role. • Strong knowledge of insurance policies, regulations, and industry best practices. • Proven experience in managing large teams and multiple functions. • Exceptional strategic thinking, problem-solving, and decision-making skills. • Excellent communication, interpersonal, and leadership abilities. • Proficiency in using policy administration software and other relevant technology.
Competencies • Leadership: Demonstrated ability to lead, motivate, and develop teams to achieve high performance. • Strategic Vision: Ability to develop and implement strategic plans that align with organizational goals. • Operational Excellence: Strong focus on process improvement, efficiency, and quality in policy administration. • Customer Focus: Commitment to delivering exceptional customer service and addressing customer needs effectively. • Analytical Skills: Ability to analyze complex data and make informed decisions based on insights. • Financial Acumen: Understanding of budgeting, financial management, and cost control. • Communication: Excellent verbal and written communication skills, with the ability to present information clearly and persuasively.
Work Environment
Works in an office environment but may need to travel occasionally for training or meetings. This is a full-time position, with typical business hours of 8 am-5 pm, Monday-Friday. Additional hours may be required during peak periods or to meet deadlines. The manager may need to be available occasionally for on-call support outside of regular business hours in case of urgent matters.
Supervisory Responsibility
This position currently manages 3 managers and approximately 20-30 employees.
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands
The physical demands described below represent those that must be met by an employee to perform the essential functions of this job successfully.
While performing the duties of this job, the employee is regularly required to talk and communicate with others. This may be over the phone, in person, or through email and messaging. Employees must frequently sit, stand, walk, and use their hands and fingers to work with the computer, phones, filing cabinets, paperwork, etc.
Position Type and Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. Additional hours as needed to complete work and ensure operations/business is not interrupted or slowed.
Travel
No regular travel is expected for this position.
Work Authorization/Security Clearance
Must be eligible to work in the United States.
AAP/EEO Statement
Midwest Holding is an Equal Opportunity Employer.
If you need assistance or an accommodation due to a disability, you may contact us at 402-489-8266.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.