Manager, Issue Resolution

🕒 Maio 6

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F&G

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 1959

💸 Finanças

🏢 Corporativo

Finance • Enterprise

A F&G é uma empresa que oferece um portal para agentes de vendas gerenciarem suas contas e acessarem recursos. O portal de agentes SalesLink exige que os usuários façam login com seu ID de agente e senha, oferecendo recursos para gerenciamento de senhas e protocolos de segurança. A F&G parece focar em fornecer serviços e suporte para agentes de vendas, possivelmente nos setores de seguros ou financeiro, conforme sugerido pelo domínio de e-mail 'fglife. com'.

Descrição

• Tracks issue resolution trends, reporting insights, and tool metrics to drive accurate and high-quality Issue Resolution outcomes • Identifies root causes of recurring issues and leads or partners with cross-functional teams, including Business Controls as appropriate, to implement corrective actions and prevent recurrence • Collaborates with and influences business owners in identifying and supporting Continuous Improvement (CI) opportunities in their respective areas, translating IR root cause trends into actionable improvements • Implements and continuously improves tools (processes and systems), reporting, and metrics to drive high-quality issue resolution; regularly communicates trends to senior and executive leadership • Understands key operational processes across Operations business areas to effectively oversee issue resolution activities, assess issue impact and sensitivity, and provide informed guidance to the team and stakeholders • Serves as the team’s primary escalation path, representing executive leadership in high-profile, escalated issues as a trusted and accountable point of contact across internal and external stakeholders, including top production agents and sales partners. • Collaborates with the leadership and analytics teams to inform and advance strategy for Issue Resolution • Develops and maintains sustainable processes, data capture methodologies, and systems to support program scalability and long-term effectiveness • Assesses and communicates program scalability opportunities to senior leadership, providing recommendations that support the evolution of the IR function • Designs and documents processes that deliver customer-focused solutions while mitigating risk and maintaining compliance with industry trends and regulations • Partner with Compliance in supporting official complaint handling • Ensures smooth transitions between involved teams by evaluating and optimizing tools and processes with third-party administrator (TPA) • Drives continuous process improvement and cross-functional problem solving using internal metrics and analytics and industry best practices • Manages team training and development and procedure enhancement to support timely issue resolution • Tracks individual and overall team performance through quantitative and qualitative measurements; provides ongoing feedback, coaching, and direction to develop team capability • Monitors daily operations; revises and enhances staffing policy, collaborates with operations leaders on capacity and demand modeling • Performs other functions, duties and projects as assigned

🎯 Requisitos

• Bachelor's Degree in business administration, finance, marketing, or related field • 7+ years general business experience with experience in life, annuity, and/or disability claims • 7+ years experience in Customer Service, Issue Resolution work, direct resolution with customer • 3+ years people leadership experience • Life insurance certifications (e.g., LOMA, ICA) preferred

🏖️ Benefícios

• Flexible working arrangements • Training and development • Employee-centric environment