Director, Operations Relationship Management
Fidelity & Guaranty Life Business Services

Job Info

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F&G is looking to hire for a Director, Relationship Management

The Director, Operations Relationship Management will be responsible for developing and leading a team that cultivates, enhances, and successfully maintains strategic distributor & agency relationships for F&G's bank/broker dealer and IMO/brokerage sales channels. This role will also be accountable for enhancing the service experience of operational transactions for our key distributor firms and agents/advisors by improving service resolution time, enhancing advisor loyalty, and improving overall customer satisfaction. Based on distributor feedback and service recovery issues, this position will collaborate with Operations, IT, Shared Services and other business units as needed to recognize trends, resolve systemic issues, and drive procedural improvements.

This position reports to the AVP, Operations Relationship Management.

Duties and Responsibilities

• Develop and drive Operations Relationship Management strategy across the Retail Business Unit in alignment with F&G priorities including communication, processes, feedback loop and distributor experience and satisfaction
• Develop and maintain strong strategic relationships both internally at F&G as well as externally within the industry
• Accountable for the team that represents F&G to external distribution partners, vendors, and industry organizations
• Enhance relationships with key service providers and vendors, customers, financial advisors, wholesaling staff and distributor contacts
• Provide proactive and regular communication of changes to policies and procedures, project initiatives, and performance metrics
• Drive operational processing improvements based on analysis of business trends from the team and feedback from sales and distributors
• Understand the operational needs of key distributors and represent their views in project prioritization discussions
• Work with Operations and Sales Support team to fully resolve both pre-sale and post-sale escalated service issues efficiently, perform root cause analysis, communicate resolution on issues and take actions toward service recovery
• Lead medium to large projects across business units to enhance the distributor experience
• Collaborate when appropriate to evaluate various forms of media and communications, including but not limited to service forms, statements, and website experience for customers and financial advisors, and making appropriate recommendations/updates accordingly
• Provide guidance/mentoring where appropriate to key service providers, vendors, and other service organization employees regarding successful operational relationship management, problem resolution, and service excellence
• Accountable to drive positive impact toward low effort, high satisfaction service for our customers
• Provides sound consultative guidance to projects and programs aimed at reducing agent/customer effort and ensuring awareness around process impact
• Responsible for team activities that lead to an optimization of the service delivery process by using critical thinking, reports, agent/customer satisfaction surveys, and any other additional resources available
• Oversees direct reports and supports the department overall for the professional development and management oversight to ensure employee engagement and continual improvement within the team
• Supports senior leadership in the development and maintenance of a succession plan

Experience and Education Requirements

• Bachelor's degree in a business field; experience considered in lieu of degree
• Minimum of 8 years of financial service experience or life insurance, annuity, retirement plans.
• Minimum of 5 years of customer service/relationship building experience.
• Minimum of 3 years in a management or similar leadership role that includes direct reports.

Skills and Abilities

• Proficient understanding of life and annuity distribution partner back-office operations and experience serving distributing intermediaries preferred
• Demonstrates an ability for strategic thinking and formulations of department objectives which align with and support the organization's vision
• Demonstrates the ability to exude confidence and credibility as a leader; inspires confidence and respect; demonstrates decisiveness shows the courage to confront important issues and make tough decisions, even in ambiguous circumstances
• Demonstrates the ability to lead and develop leaders in addition to individual contributors
• Demonstrates commitment to personal and professional development by seeking feedback, remaining open to criticism and working through a personal development plan; demonstrates an openness to change
• Demonstrates continual learning, in order to provide innovation and creative ideas to problem solving
• Demonstrates the ability to recognize, develop and utilize talent within the organization
• Team player, excellent collaborator, and consensus builder
• Ability to manage competing priorities and facilitate agreement on priorities when necessary
• Excellent written and verbal communication skills
• Ability to establish and influence business relationships
• Ability to collaborate effectively to get things done, building and nurturing strong relationships
• Inspires passion, commitment and drive for their team to deliver an experience that improves our clients' relationship with F&G
• Is confident in identifying solutions for new and existing clients based on their needs

Other Requirements

• Perform other functions, duties and projects as assigned
• Regular and punctual attendance
• Some travel may be required (less than 10%)

#LI-remote #LI-BR1

Additional Information
Work Environments

F&G believes in an employee-centric flexible environment, which is why we offer the ability for in-office, hybrid and remote work arrangements. During the hiring process, you'll work with your leader to decide what works best for your role.

F&G complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities, unless such accommodation would cause an undue hardship for F&G. If reasonable accommodation is needed to participate in the job application or interview process, please contact talentacquisition@fglife.com.

Join our employee-centric hybrid work environment: F&G Careers

About F&G

Since 1959, Fidelity & Guaranty Life Insurance Company (F&G) has offered annuity and life insurance products to those who are seeking security in retirement and protection during life's unexpected events.

As a national Top Workplace1, an Iowa Top Workplace2 and a proud equal opportunity employer, F&G team members are empowered, collaborative, dynamic and authentic. We believe that by embracing these values, we will continue to build and strengthen the company while continuing to be a great place to work.

1Top Workplaces USA 2022 - 2023

2Des Moines Register Top Workplaces 2018 - 2022

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