Mutual of Omaha Manager Policyowner Operations (Life Operations) in OMAHA, Nebraska

The Life Operations department at Mutual of Omaha is looking for a seasoned and proven leader for a Manager position. The Life Operations department is directly customer facing, providing customer service to our policyowners and producers. This position will plan, staff, direct, develop, and maintain efficient department operations. Develops and maintains a fair and equitable working environment. Accountable for the results of the area as it relates to customer focus, operational excellence, and compliance with applicable policies, procedures, guidelines and laws. Department responsibilities include managing operational areas for a variety of products and distributions, to contribute to the achievement of customer satisfaction, financial objectives (profitability and overall expense management), and ensuring the integrity of core processes. Develops operational processes, standards and programs and reports results to contribute to customer satisfaction, mitigate risk and ensure appropriate expense management.

Essential Job Functions:

  • Responsible for highly visible operational business processes involving significant financial risk to the company (provides oversight to policies of more than $1M in value).

  • Reviews, consults and authorizes decisions related to policy provisions and regulations to ensure appropriate levels of risk within approval authority (up to $250k own self approval, however, provides oversight and recommendations for approval limits over $1M).

  • Plans, organizes, staffs, leads and controls activities pertaining to Policyowner Services including: planning projects and capital and human resource budgets; interviewing, selecting and training of supervisors and other direct reports; monitoring and appraising performance of direct reports to hold them accountable for end results including human resource management; coaching and motivating direct reports; administering disciplinary action as needed; administering compensation to direct reports; ensuring that Policyowner Services complies with affirmative action guidelines.

  • Evaluates and implements various risk management strategies, guidelines and programs in alignment with maintaining the financial viability of the organization.

  • Implements risk management policies , procedures and processes and advocates for organization-wide efforts when policies/procedures span different areas to protect policyowners, producers and the company.

  • Evaluates and implements risk solutions that help optimize operations.

  • Develops and implements programs to ensure profitability for the company through vendor contracting and management, third party payers and other areas of exposure to operational risk.

  • Ensures all daily activities support the Division efforts to meet or exceed corporate policies, procedures and/or directives. Ensures all new legislation, mandates and legal requirements are analyzed and information is disseminated to the appropriate functional areas for review and implementation. Identifies areas of noncompliance, developing procedures to modify and/or enhance existing processes and initiates corrective action.

  • Evaluates, develops and implements operational risk strategies including the development of business policies and procedures related to the Division.

  • Embeds an operational risk culture throughout the area to promote transparency and accountability for inherent risks and controls related to the operation.

  • Develops and demonstrates strong leadership skills in the areas of talent, visionary and business leadership.

  • Monitors Underwriting activities for Annuities and Reinstatement functions by ensuring proper selection of risk is adhered to through policies and procedures. Works with cross-fuctional groups as appropriate to develop additional Underwriting policies and procedures when areas of risk are determined.

  • Maintains effective working relationships with Producers, Home Office, Field, Banks, Vendors, and other key relationships to identify business opportunities and ensures support and attainment of area and Corporate goals and objectives. Functions within a dynamic and market-driven insurance environment with complex products and extremely demanding operational requirements. Ensures attainment of Division and Corporate goals and objectives to mitigate risk.

  • Leads and participates in project activities initiated to enhance customer satisfaction, corporate profitability, productivity and/or quality. Researches and analyzes trends and changes across Life, Health, and Annuity Operations based on customer feedback, as well as the overall insurance industry and develops related plans to improving operational excellence and risk mitigation.

  • Participates in the development of products and marketing strategies by serving on product development teams to establish strategic direction and develop business plans to ensure product line growth and profitability objectives.

  • Manages contracting, licensing and appointment of the Companies distribution system in coordination with Corporate Compliance and internal sales support teams to ensure effectiveness of service delivery.

  • Maintains a current knowledge of operations, claims, and new business trends and a proactive posture in the insurance and service industries. Remains current on legislative changes impacting the industry and the servicing of clients. Continues to develop insurance knowledge.

  • Develops and supports operational risk activities for all products sold and administered by the Companies, while meeting or exceeding expense management objectives.

  • Assists in the coordination and monitoring of daily operational risk activities including quality and quantity of work and corrects minor workflow problems.

  • Negotiates settlements on behalf of the Company and represents the Company in depositions, as well as to the Department of Insurance in various states.

  • This position may require frequent standing or walking for extended periods of time.

  • This position requires up to 33% travel, which may include flying and/or driving and some overnight stays.

  • This position requires Visual Acuity at 20 inches (or less) over 66% of the time.

Minimum Qualifications:

  • Effective management skills, strong leadership, analytical, decision-making, communication and human relations skills.

  • Strong leadership skills with the capacity to independently drive results and effectively influence others.

  • Strong understanding of Underwriting, Product, Taxation and risk assessment.

  • Demonstrated effectiveness in managing in an operational risk environment.

  • Seasoned insurance background with knowledge of the Companies products and distributions to include strong knowledge of impaired risks.

  • Demonstrated ability to effectively plan, organize, and manage multiple projects and activities.

  • Sound and independent judgment and the ability to think and conceptualize beyond existing barriers, methods and practices.

  • Comfortable dealing with ambiguity.

  • Ability to teach and foster development in others.

  • Ability to work effectively in a fast-paced dynamic environment.

  • Understanding of corporate policies, philosophies and objectives.

  • Creativity and resilience.

  • Knowledge of business processing functions including systems technology and related federal and state regulations.

  • Personal computer operation with skills in various software applications including word processing, spreadsheet, electronic mail and presentation.

  • Five years + industry or related management/risk experience.

Preferred Qualifications:

  • Customer Service experience preferred

  • Operational excellence experience, exposure and/or education strongly preferred

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at 1-800-780-0304. We are available Monday through Friday 7 am to 4:30 pm CST.

For all other inquiries, contact our HR Helpline at 1-800-365-1405, option 4.

Mutual of Omaha and its affiliates are an Equal Opportunity /Affirmative Action Employer, Minorities/Female/Disabled/Veteran

To All Recruitment Agencies: We do not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.