Join a fast growing benefits carrier with an amazing culture to help drive best in class customer experiences. The Vice President of Operations is responsible for overseeing and managing the Workplace Solutions Service teams, who interact with customers to provide an outstanding setup experience and industry-leading ongoing support. Teams include Regional Customer Service, National Accounts, Implementation and our Dental Call Center. Ensures alignment to our customer focused strategy and providing value added processes and services for group insurance customers.

Makes sound, strategic and tactical business decisions in conjunction with WS Operations leadership for meeting customer needs, evaluating and improving service delivery models and standards, all with a focus on continuous improvement.

WHAT YOU'LL DO:

• Provides leadership and direction for the strategic planning process by establishing short and long-range strategies and plans for the Workplace Solutions Service teams. Leads continuous improvement/business transformation activities to support operational and strategic direction. Establishes appropriate targets and measures and a continuous review of performance towards objectives.
• Grows organization and creates a strong, customer-centric culture with accountability and ownership at all levels. Provides shared service capabilities to enterprise contact centers, including Workforce Management, Call Routing Design, and Business Intelligence.
• Utilizes customer insights, research and transactional customer feedback (qualitative and quantitative data) to build and enhance the customer journey through the identification of best practices and perceived pain points. Shapes and manages the customer experiences and initiatives to ensure alignment with the Company's strategic goals.
• Collaborates with business leaders to enhance service technologies to create streamlined websites, improve self-service and in-person telephony infrastructure and capabilities, agent desktop tools and support data driven systems.
• Manages the preparation and provides direction on the development and maintenance of departmental and organizational budgets, staffing models, and controls. Reviews and analyzes results and provides recommendations. Manages and/or participates in financial validation processes. Monitors, directs and takes corrective action to ensure unit cost, time service and profitability objectives are attained.
• Continuously builds a culture focused on delivering an ideal customer experience. Creates and enables a flexible, high performing, engaged and diverse staff dedicated to meeting the needs of the customer while balancing and managing risks.
• Maintains an awareness of governmental, legal, environmental and competitive factors that may have an impact on the Service Industry and/or alignment with the products and service needs of our customer. Ensures policies, processes and/or programs are compliant with federal, state or local laws and regulations.
• Builds and maintains strong working relationships with both internal and external customers to maximize policyholder satisfaction and persistency. Develops and maintains effective working relationships with brokers, field offices, HR admins, etc.
• Develops and maintains an engaged and accountable workforce. Develops and maintains a fair and equitable working environment.

ABOUT YOU:

• In-depth knowledge and understanding of the customer needs with the ability to navigate organizational structures in the design and maintenance of service and delivery models and standards.
• Seasoned knowledge and experience in leading and managing operational service and support functions.
• Excellent strategic planning, business and transformational change leadership skills; proven ability to lead and coach others.
• Thorough technical knowledge of insurance products and policies.
• Ability to build relationships through maintaining networks of contacts who are useful in achieving business results Seasoned organizational, interpersonal and leadership skills
• Ability to analyze, interpret and utilize significant data to make sound business decisions.
• Ability to establish and facilitate effective working relationship and strong networks at all levels in the organization through partnership, collaboration and consensus building; ability to influence.
• Strong knowledge of compliance with federal and state regulations.
• Ability to handle multiple tasks simultaneously in a fast paced, diverse and growth-oriented environment.
• Ability to teach, motivate and foster development in others. Ability to lead others and ensure compliance and consistency through fair and equitable treatment.
• You help promote a culture of diversity and inclusion within the department and the larger organization. You value different ideas and opinions. You listen courageously and remain curious in all that you do.
• You are able to work remotely and have access to high-speed internet.
• Must be located in United States or Puerto Rico.

We recognize that people come with diverse experience and talent beyond just the requirements of the job. Diversity of experience and skills combined with passion is a key to innovation and excellence. If your experience is relevant to what you see listed, please consider applying - wed love to hear from you!

VALUABLE EXPERIENCE:

• Thorough knowledge and understanding of contact center and account management processes and technologies
• Strong, collaborative leadership skills and experience
• Humble, hungry, smart attributes

WHAT WE CAN OFFER YOU:

• A diverse workplace where associates feel a sense of belonging. To learn more about our commitment of Diversity, Equity and Inclusion, please visit our website
• An organization that feels like a small, close-knit community and has the strength of a Fortune 500 company.
• Tuition reimbursement, training and career development.
• Comprehensive benefits plan that includes medical, dental, vision, disability and life insurance.
• Flexible spending accounts for healthcare and childcare needs.
• 401(k) plan with a 2% company contribution and 6% company match.
• Competitive pay with an opportunity for incentives for all associates.
• Flexible work schedules with a healthy amount of paid time off.
• For more information regarding available benefits, please visit our Career Site.
• Regular associates working 40 hours a week can earn up to 15 days of vacation each year
• Regular associates receive 9 paid holidays in 2023
• Regular associates are provided sick leave through the use of personal time. Associates working 40 hours a week can receive up to 56 hours of personal time in 2023, prorated based on start date.
• Salary Range: Minimum: $148,590 MidPoint: $200,595 Maximum: $252,600
• Pay commensurate with experience.
• Recognized as a certified Great Place to Work®.

MUTUAL OF OMAHA:

Mutual of Omaha serves more than 4.8 million individual product customers and 39,000 employer groups. Our legacy of stability creates an environment where every associate is encouraged to experiment, innovate and grow in their own unique career path.

From day one, youll have the tools to be your best self at work. Here youll do meaningful work and your talents will have a positive impact on peoples lives as we help our customers protect what they care about and achieve their financial goals.

Each associate is a unique contributor to creating a diverse, dynamic, thriving and inclusive workplace. We want you to become engaged … feel a sense of belonging … and contribute to the companys exceptional future.

We are committed to optimizing flexible work. We support a full range of work approaches: fully remote, hybrid and in-person. Many of our roles are remote. Employees in remote roles may occasionally travel to a Mutual of Omaha office or elsewhere for required meetings or team-building events. Remote employees who are assigned a Mutual of Omaha office location can work on-site on a voluntary basis, subject to local and company COVID-19 guidelines.

Join forces with a company that can AMPLIFY YOUR STRENGTHS AND EMPOWER YOUR CAREER.

For inquiries about the position or application process, contact our HR Helpline at 1-800-365-1405.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at 1-800-780-0304. We are available Monday through Friday 7 am to 4:30 pm CST we will reply within 24 hours.

Mutual of Omaha and its affiliates are an Equal Opportunity /Affirmative Action Employer. Qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

To All Recruitment Agencies: We do not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.

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