The Director, Operations Excellence is responsible for leading a professional, interdisciplinary team that supports key operational management systems and disciplines that deliver support services to all Annuity Operations functions. The disciplines included are workforce management, process documentation & adherence, training, and quality assurance. This role will partner with the Annuity Operations leadership to proactively assess talent management, inventory management and support needs of each team and build strategies that increase the likelihood of an engaged and knowledgeable workforce delivering consistently superior service and quality outcomes. The position shares joint accountability with the function leaders for equipping employees with the knowledge and tools for success, while also delivering flexibility and work-life balance through effective workforce planning.

Provide leadership and direction to an interdisciplinary team responsible for key operational deliverables that include the following:

• Creation and ongoing maintenance of dynamic volume forecasts and staffing & proficiency models for all modeled functions.
• Creation and validation of productivity inputs for each modeled function
• Partnering with operations leaders to create/update schedules of all frontline associates.
• Providing real-time support to monitor work queues to avoid bottlenecks and backlogs and adjust resources accordingly.
• Execution of a plan to create, publish, and regularly update/maintain process documentation for all key business processes.
• Support training needs of Annuity Operations, to include curriculum design though delivery of training content to new hires and existing employees.
• Participate on key projects/initiatives as subject matter experts to document process changes
• Providing quality assurance support to detect and fix defects and to inform process improvement and employee coaching opportunities.
• Provides coaching and development to direct reports across multiple disciplines
• Sets measurable goals for performance evaluation
• Collaborates effectively with internal stakeholders and senior leaders to establish a format and regular cadence for reporting results and developing action plans
• Creates operating level agreements with internal stakeholders to establish accountability for deliverables and outcomes
• Evaluates industry trends and technology and recommends capabilities to improve business outcomes and optimize performance
• Models a positive attitude while promoting and being receptive to change
• Ability to work well in a team environment, strong sense of professionalism and reliability
• Displays actions that align with the Vision, Mission, and Values of Group 1001

• 5+ years of previous experience leading a shared service function supporting multiple stakeholders
• Experience in financial services and/or insurance industries is preferred
• Proven track record designing, building and executing effective management systems, e.g., workforce management, quality assurance, process documentation and adherence, training, etc.
• Strong analytical, problem-solving and mathematical skills required
• Advanced level proficiency using Excel or other analytics tools
• Proven decision-making skills and ability to set priorities and execute against them
• BA/BS degree required
• Professional certifications, e.g., Certified Workforce Management Professional (CWMP), Certified Professional in Training Management (CPTM), etc. are helpful