Northwestern Mutual

Senior Director Advanced Markets Operations

Milwaukee, WI Corporate · Director

Sponsorship not specifiedDetected 16 days ago

NegotiationBudgetingProcess ImprovementCustomer SupportLeadershipCommunicationProblem SolvingAdaptability

About the role

Skills You Have - Escalation Management Addresses and resolves incidents where customer wants to communicate with leadership or higher authorities regarding their problems.
It's why we share the salary range for most of our roles.
However, final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process.

Develop, implement and monitor a three to five-year contact center strategy across the Advanced Markets contact centers to ensure that financial representatives and policyowners maintain a favorable view of Northwestern Mutual's brand and reputation.
Create a culture of high quality and continuous improvement through the process of assessment, evaluation, insight, action, implementation and measurement.
Develop comprehensive strategies and direct resources to achieve Department and Company field and client experience objectives through integrated client service interactions (billing collection, beneficiary title, client data maintenance, etc.).
Develop, implement and monitor service recovery and concierge services across customer operations.
Direct, develop and provide guidance to Assistant Directors and Managers in all operational matters, including those relating to service delivery, talent management, budgeting and staffing for integrated client services.
Direct the delivery of contact center support services and works with business process owners to resolve service levels gaps.
Drive implementation of best practices for hiring, training and retention across all of the contact centers.

Bachelor's degree business or related field.
Demonstrated ability to independently analyze and solve complex business problems.
Empathizes, understands, and interacts with the customer to mitigate their issues using domain expertise and adaptive communication techniques.
Minimum of ten years of progressively responsible level experience including expertise in operations and/or the designated investment products (if applicable) that the position supports.
Comprehensive understanding of customer service environments, large scale contact center operations, and contact center technologies.
Solid understanding of the insurance business, including field relations, servicing functions, billing and collections and client data maintenance.
Strong negotiation skills and ability to think creatively to find solutions that deliver and' vs or'.
Demonstrated superior written and verbal communication skills with ability to build rapport and gain acceptance at all levels.
Strong skills and desire to develop direct reports and others.
Demonstrated knowledge in process improvement, Lean, Continuous Learning and Improvement, or similar methodologies.
Requires Series 6 and 26.
Skills You Have
Addresses and resolves incidents where customer wants to communicate with leadership or higher authorities regarding their problems. Empathizes, understands, and interacts with the customer to mitigate their issues using domain expertise and adaptive communication techniques.

Develop, maintain and improve effective communications with customers regarding all aspects of service.

Northwestern Mutual is an equal opportunity employer that welcomes talented individuals of all backgrounds.

This listing is sourced directly from Northwestern Mutual's careers page and normalized into a canonical job model.