What are the responsibilities and job description for the Life-Annuity Operations Supervisor - Quality position at FBL Financial Group, Inc.?
Life-Annuity Operations Supervisor – Quality
Who We Are: With Farm Bureau Financial Services, our client/members can feel confident knowing their family, home, cars, and other property are protected. We value a culture where integrity, teamwork, passion, service, leadership, and accountability are at the heart of every decision we make and every action we take. We’re proud of our more than 80-year commitment to protecting the livelihoods and futures of our client/members and creating an atmosphere where our employees thrive.
What You’ll Do:
The role of the Life-Annuity Operations Supervisor – Quality provides leadership, direction and execution of all life, annuity, and wealth management quality assurance functions to support the company's goals and ensure adherence with internal and external compliance and regulatory agencies. The Supervisor oversees the timely, accurate and effective implementation of all company’s policies, procedures, and activities involved in assuring the quality of life, annuity, and wealth management products delivered in a manner that exceeds client-member expectations. This role maintains a close working relationship with other department managers and supervisory personnel to meet and maintain product quality, identify, solve and prevent problems affecting product quality, maximize productivity, and comply with regulatory and company requirements.
Respond to and resolve customer service requests according to FBL Financial Group, Inc, policies in a prompt, efficient and courteous manner for external customers, departmental staff, and other FBL personnel.
Develop, document, and implement processes and operating procedures to ensure a quality assurance infrastructure is in place and is always monitored, maintained, and adjusted as needed.
Oversees timely, accurate and relevant data reporting and analysis to ensure departments and management stakeholders (e.g. monthly business reviews (MBRs), quarterly business reviews (QBRs) have the information and trends to adequately assess and adjust quality performance and standards levels as needed.
Facilitates open communications with department leaders and their staff to ensure there is alignment and understanding of policies and operating procedures.
Serves as a catalyst for leading continuous improvement by identifying defect trends and opportunities for process enhancements that will help ensure quality standards are met and drive defect reduction.
Provides leadership and is an active member of all cross-department initiatives and projects such as system enhancements, user acceptance testing (UAT), migration, etc.
Assists in investigating and correcting quality-related issues (including customer complaints) through collaboration with other departments, e.g. operational risk management, internal audit that may involve the review of processes and procedures.
Supervise and direct quality assurance staff who are responsible for conducting and enforcing adherence to company practices and quality-related policies to meet the quality standards.
Oversee the staff development aspects including the selection, training/development, disciplining/performance review, salary administration, referring employee complaints, controlling workflow, motivation of employees, conducting one-on-ones regularly and assigned budget activities.
What it Takes to Join Our Team:
College degree or equivalent plus seven years of relevant experience required.
Life/Annuity, Financial Services industry experience and/or quality experience preferred.
Supervisory experience preferred.
Insurance industry professional designation (s) of Fellow, Life Management Institute (FLMI) or Chartered Life Underwrite (CLU) is desired or currently taking examinations to attain such level. Quality industry professional designation(s) of Certified Manager of Quality (CMQ) or similar is desired or currently taking examinations to attain such level.
Effective problem solving, analytical, organization and people skills are necessary.
Oral and written communication skills as appropriate to this position.
Ability to read, write and speak the English language.
Reasonably regular and predictable attendance.
What We Offer You: When you’re on our team, you get more than a great paycheck. You’ll hear about career development and educational opportunities. We offer an enhanced 401K with a match, low-cost health, dental, and vision benefits, and life and disability insurance options. We also offer paid time off, including holidays and volunteer time, and teams who know how to have fun. Add to that an onsite wellness facility with fitness classes and programs, a daycare center, a cafeteria, and for many positions, even consideration for a hybrid work arrangement. If your values align with ours, we invite you to join Farm Bureau Financial Services…where the grass really IS greener!
Work Authorization/Sponsorship: At this time, we are not considering candidates that need any type of immigration sponsorship now or in the future, such as additional or permanent work authorization. Applicants must be currently authorized to work in the United States on a full-time, permanent basis. We are not able to sponsor now or in the future, or take over sponsorship of, an employment visa or work authorization for this role. For example, we are not considering candidates with OPT status.
