Senior Director Advanced Markets

NORTHWESTERN MUTUAL LIFE INSURANCE • Milwaukee, WI • 2h ago

JOB REQUIREMENTS: Primary Duties & Responsibilities: 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, maintain and improve effective
communications with customers regarding all aspects of service. 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. Leverage relationships across departments to ensure
that customer service representatives are knowledgeable about all
relevant products and product changes. Drive implementation of best
practices for hiring, training and retention across all of the contact
centers. Participate in company-wide projects and analyze impact of
process and/or system changes cross-functionally. Accountable for
maintaining peer and industry relationships and education on current and
future state contact center best practices and incorporating innovation
and industry best practices into the strategic direction of the
company\'s contact centers. Qualifications: Bachelor\'s degree business
or related field. 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. Demonstrated ability to independently
analyze and solve complex business problems. Strong skills and desire to
develop direct reports and others. Demonstrated knowledge in process
improvement, Lean, Continuous Learning and Improvement, or... For full
info follow application link. EEO/AA Employer/Vets/Disability ***
APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/A6101803126A4128
Qualified females, minorities, and special disabled veterans and other
veterans are encouraged to apply.

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