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Sr Operations Manager - Policyholder Benefits | Hybrid

Job Level:  Management

Minneapolis, MN, US, 55416-1297

Due Date:  N/A
Area of Expertise:  Operations
Unit:  Allianz US Life
Job Type:  Full-Time
Remote Job:  Not applicable
Employment Type:  Permanent
ID:  1268

At Allianz Life, we are driven by our mission – we secure your future – and by our common goal of caring for tomorrow. We care for our employees by promoting an inclusive culture where everyone has the opportunity to grow and be rewarded for their success. We care for our customers by creating new products that help them protect their families and pursue their retirement goals. We care for our community by giving time, resources, and donations. And we care for the future by supporting sustainability, protecting the local environment, and promoting societal equity.


What you do:

Manage assigned teams in Enterprise Operations. Manage performance and results of the assigned team(s) including customer satisfaction, production, quality, employee development, and goals. Work with cross-function department leaders and other partners. Jointly accountable for project success.

**Securities licensing is generally required for those directly involved with activities related to variable products, Broker Dealers, and Registered Representatives. **

You will report into the Senior Director of Operations.

  • Implement department plans to ensure successful coordination of team activities (on and offshore).
  • Achieve performance targets while completing controls and managing risks.
  • Promote a customer-centric environment within the team and build successful customer relationships. Demonstrate responsiveness by gathering input and feedback from customers.
  • Implement process improvements to achieve and maintain a high-quality end-to-end customer service experience and achieve overall customer satisfaction targets.
  • Maintain a solid controls framework through oversight, monitoring, assessing risk and validating results.
  • Support business system owners through a deep understanding of process, system, and control capabilities. Identify, reports, and escalate risks and implement mitigation strategies.
  • Coordinate essential change plans within assigned group to support the evolving service strategy.
  • Ensure change readiness of the team to achieve business goals into the future.
  • Coach team members to support the service delivery strategy.
  • Partner with employees to create development plans and conduct regular career coaching conversations.
  • Solicit employee feedback and build/executes employee engagement action plans.
  • Use workforce planning models to assess staff needs.
  • Establish successful working relationship with peers, Operations leaders, partners, and vendors to achieve a high-quality end-to-end customer experience aligned with the service strategy and company-wide priorities.
  • De-escalates and resolves customer service concerns.
  • Maintain effective partnership with BPO vendor to ensure expected service metrics are achieved.


What you bring:

  • Knowledge of life and annuity business processes, procedures and administrative system functions.
  • 4+ years’ experience; financial, annuities, insurance or operations; successful strategic leadership, relationship and customer service skills
  • Four-year degree or equivalent experience: business or related field
  • Advanced degree preferred: business or related field
  • Previous management experience
  • Customer service management skills
  • Prepare and manage budget
  • Experience leading a team through change
  • Develop best practices and improve procedures to increase efficiency, accuracy, controls, and compliance
  • Interpret legal documents and regulations and to partner with General Counsel's Office and Compliance
  • Manage projects and work collaboratively across the organization to achieve results
  • Research complex cases and recommend service recovery actions
  • Experience motivating teams to achieve top-tier service levels
  • BPO vendor leadership experience preferred
  • Problem solving
  • Active series 6 license or ability to obtain within 90 days of employment
  • Series 26 license preferred


What we offer:

At Allianz Life, we’re proud to provide a benefits package that supports the True Balance of our employees and their families. We offer a choice of comprehensive medical and dental plan options, a generous time off plan and an outstanding 401(k) company match. Plus, our employees enjoy an award-winning campus with an array of discounted amenities, including an onsite health center, child development center, fitness facility, convenience store and two cafeterias. Our employees and leaders take an active role in shaping our culture through our Employee Resource Groups, whose activities and advocacy contribute to an environment that welcomes, includes and celebrates diversity. Our generous benefits, campus amenities and inclusive, engaged culture are among the many reasons we’re routinely recognized as a top workplace employer.


Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.


Join us.  Let’s care for tomorrow.