Director of Operations

Saint Paul, MN, United States

At Securian Financial the internal title for this position is Customer Operations Director.

Overview: The Director of Operations is accountable for the day-to-day responsibilities for Employer Benefits in-force administration and Direct Response Financial Institution Group administration, as well as leadership of end-to-end administration of new business, contract/policy administration, premium clearing, termination/transition to new carriers, implementation of new client servicing and ongoing client servicing projects. The department is responsible for meeting contractual service level guarantees for Employee Benefits Solutions (EBS) clients and mitigating reputational and financial risks of missing service levels and performance guarantees. Responsibilities include but not limited to: Lead a team of 4-6 managers and indirectly leading 90+ associates.

Partner with leaders in Employee Benefit Solutions group as well as Shared Services to develop and deliver excellent customer experiences.

Key partner in developing and executing Employee Benefits Solutions strategy, including client implementation and customer service.

Act as the Employee Benefit Solutions SME for Operations by engaging with client partners, ultimately responsible for delivering the operational service to meet the needs of their clients and prospective clients and support the development of new business.

Identify, prioritize and implement continuous improvement opportunities improving the customer and employee experience, while driving operational efficiency.

Partner and collaborate with internal stakeholders including Transformation Office, process consultants, Customer Insights/Analytics teams and Enterprise Technology to deliver prioritized projects and programs.

In collaboration with Employee Benefits Solutions Customer Experience Team, lead and understand the customer journey, identify improvements, and lead/influence those improvements.

Communicate with channel partners and customers as highest point of escalation, including Third Party Administrators (TPAs) and technology vendors.

Maintain relationships with peers in the industry who administer insurance and group business to stay up to date on industry best practices.

Responsible for department's talent assessment, talent development and performance management of individual contributors and leaders of people.

Qualifications: Bachelor’s degree or equivalent work experience.

Demonstrated ability to influence and consult while providing thought leadership to sponsors/stakeholders in process improvement and in improving the overall customer journey.

Strong people manager with demonstrated ability to develop, grow and motivate team members.

Strong communication skills (written and verbal).

Strong operations background and experience.

Ability to convert strategy into action.

Preferred Qualifications: Financial Services industry experience.

Experience in in-force administration or implementation.

Prior experience working in Group Insurance.

Process improvement, continuous improvement and/or project management expertise.

FINRA Series 6, 26 & 63 licenses.

Securian Financial believes in hybrid work as an integral part of our culture. Associates get the benefit of working both virtually and in our offices. If you’re in a commutable distance (90 minutes) you’ll join us 2-3 days each week in our offices to collaborate and build relationships. Our policy allows flexibility for the reality of business and personal schedules. When working in our offices at least two days per week isn’t feasible (vacations, illness, travel, etc.), an eight day per month standard is an option. Physical Job Requirements: Ability to utilize keyboard, mouse and computer for up to 8 hours per day.

Ability to work at least 40 hours per week.

Ability to utilize phone for 4-6 hours per day.

Ability to meet the physical demands of travel. This includes the ability to operate a motor vehicle as well as an ability to utilize air travel.

The physical job requirements described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of jobs. Securian Financial has been around for 140 years. We’re committed to giving back to our community, donating 15,000 employee volunteer hours this past year. We also provide extensive resources to our employees for professional development and growth and a number of diverse professional and social opportunities throughout the company. There’s a reason our employees have voted us as a best place to work year after year! In addition: Generous paid time off. We want you to take time off for whatever matters most to you!

Tuition reimbursement program. We value continuous learning at Securian!

Company-funded pension plan as well as 401K retirement plan – great resources to secure your financial future.

Continuous opportunities for new challenges.

Variety of health plan options as well as dental and vision plans.

Paid maternity/paternity leaves.

Securian Financial Group, Inc. does not discriminate based on race, color, religion, national origin, sex, gender identity, sexual orientation, age, marital or familial status, pregnancy, disability, genetic information, political affiliation, veteran status, status in regard to public assistance or any other protected status. If you are a job seeker with a disability and require an accommodation to apply for one of our jobs, please contact us by email at [email protected], by telephone 651-655-5522 (voice), or 711 (Relay/TTY). To view our privacy statement click here To view our legal statement click here

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