Lincoln Financial Group Retirement Plan Call Center Manager in Fort Wayne, Indiana
Alternate Locations: Fort Wayne, IN (Indiana); Phoenix, AZ (Arizona); Work from Home
Relocation assistance is not available for this opportunity.
About the Company
Lincoln Financial Group, a Fortune 250 company with over 10,000 employees, provides advice and solutions that help empower Americans to take charge of their financial lives with confidence. Our core business areas — Life Insurance, Annuities, Retirement Plan Services and Group Protection — focus on supporting, preserving and enhancing over 17 million customer’s lifestyles and retirement outcomes.
Headquartered in Radnor, Pennsylvania, Lincoln Financial Group is the marketing name for Lincoln National Corporation (NYSE: LNC) and its affiliates. The company had $238 billion in assets under management as of December 31, 2018.
Ranked one of the Best Large Employers in America by Forbes magazine, Lincoln Financial Group makes a serious investment in our employees’ futures through a broad range of wealth accumulation and protection plans, health and wellness programs, and career development resources designed to help each individual reach their personal and professional goals.
As theCall Center Manager in Retirement Plan Services, you will be responsible for managing a team for your assigned client service area of responsibility. You will oversee the management of yourteamby ensuring good customer relations are maintained, and more complex customer inquiries and concerns are resolved fairly and effectively. You will be responsible for creating an environment of inclusion in which multiple perspectives, diverse backgrounds, varied skill sets and creative insights drive superior results. Youwill also support and deliver on key initiatives within the Retirement Plan Services business lineandbe responsible for organizational readiness, successful roll-outs of new processes and procedures as well as managing the daily operations of your assignedarea.
Duties and Responsibilities
Builds organizational capability within his/her assigned area(s) of responsibility.
Designs and implements training plans based on assessment of team needs
Develops metrics and provides more complex analysis regarding telephone traffic, call distribution and service performance to management.
Ensures team is appropriately trained to respond to customer inquiries/concerns
Ensures that the team maintains customer confidentiality while complying with privacy regulations.
Ensures that top talent is hired and retained for his/her assigned area(s) of responsibility.
Establishes and implements individual and team priorities, performance goals and objectives to ensure completion of responsibility for his/her assigned area(s) of responsibility.
Forecasts telephone volumes and short and long-term staffing requirements for assigned area(s) of responsibility.
Identifies and recommends process improvements that significantly reduce workloads or improve quality across for his/her assigned area(s) of responsibility.
Maintains knowledge on current and emerging developments/trends for assigned area(s) of responsibility, assesses the impact, and collaborates with management to incorporate new trends and developments in current and future solutions.
Manages a team and processes for his/her assigned area(s) of responsibility.
Manages and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
Manages and evaluates individual/team performance and takes appropriate action to meet and/or exceed performance standards for assigned area(s) of responsibility.
Manages assigned area(s) of responsibility to ensure workloads are appropriately balanced among team members.
Manages the processes and administration of customer inquiries for his/her assigned area(s) of responsibility ensuring accurate, fair and efficient call management.
May develop budgets for assigned area(s).
Monitors and controls expenses within defined budget limits
Provides more complex guidance to client service team members on customer inquiries and/or concerns for his/her assigned area(s) of responsibility.
Provides training and development opportunities, including stretch assignments, for team members and gives honest and open feedback to aid in the development of talent.
Reviews and resolves more complex escalated issues and concerns for assigned area(s) of responsibilities. Escalates issues as needed to management.
Serves as a resource to team members and internal/external stakeholders on more complex assignments/projects for his/her assigned area(s) of responsibility.
- 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's) - Minimum Required
5+ Years of experience in Client Services that directly aligns with the specific responsibilities for this position, including 2+ years of managerial, supervisory, and/or demonstrated leadership experience
FINRA S6 license a plus
Other Skills and Abilities
Ability to perform under stress in cases of emergency, critical or hazardous situations.
Ability to work with others in a team environment.
Demonstrated ability to ensure workloads are appropriately balanced among team members.
Demonstrated strong relationship management skills with internal clients (e.g. management, peers and colleagues); proven ability to develop collaborative approaches.
Demonstrates ability to identify and recommend processes improvements.
Demonstrates ability to successfully hire, retain, develop and coach staff via a culture of real-time performance feedback, with ability to build both technical and leadership skills.
Demonstrates excellent organizational skills with the ability to prioritize workload and multi-task while maintaining strict attention to detail.
Demonstrates strong interpersonal skills with a collaborative style.
Demonstrates the ability to use sound judgment and discretion regarding confidential information.
Finds common ground and can gain collaboration among management, colleagues and peers; can influence outcomes without directing or commanding.
Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Strong project management skills including, critical ability to coordinate and balance multiple projects in a time-sensitive environment, under pressure, and meeting deadlines.
This position may be subject to Lincoln’s Political Contribution Policy. An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln’s current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.
Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial Group are considered property of Lincoln Financial Group and are not subject to payment of agency fees.
Lincoln Financial Group (“LFG”) is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, veterans status, or genetic information. Applicants are evaluated on the basis of job qualifications. If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY/TDD assistance, contact us by calling 260-455-2558.
Lincoln Financial Group ("LFG") is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, veterans status, or genetic information. Opportunities throughout LFG are available to employees and applicants and are evaluated on the basis of job qualifications. We have a drug free work environment and we perform pre-employment substance abuse testing.
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