Manager, Issue Resolution

🕒 May 6

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F&G

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1959

💸 Finance

🏢 Enterprise

Finance • Enterprise

F&G is a company that provides a portal for sales agents to manage their accounts and access resources. The SalesLink agent portal requires users to log in with their agent ID and password, offering features for password management and security protocols. F&G seems to focus on providing services and support for sales agents, possibly in the insurance or financial industry, as suggested by the email domain 'fglife. com'.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

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