Manager, Insurance Operations

Responsibilities

• Lead service-level reporting by monitoring performance, identifying trends, and providing actionable insights that improve operational effectiveness.

• Establish and maintain service standards, accountability measures, and escalation processes in partnership with leadership to support consistent service delivery.

• Serve as the primary escalation point for complex advisor service issues, ensuring timely resolution and a positive advisor experience.

• Build and maintain strong relationships with financial advisors through proactive communication, ongoing support, and responsive issue resolution.

• Analyze advisor feedback and service trends to identify improvement opportunities, implement solutions, and measure progress over time.

• Manage operational projects by coordinating timelines, tracking deliverables, and ensuring timely completion of team initiatives and follow-up actions.

• Collaborate with internal teams, vendors, and business partners to support cross-functional initiatives, process enhancements, and advisor communication strategies.

• Lead, coach, and develop a team of direct reports by setting clear expectations, promoting accountability, and fostering a collaborative, service-oriented culture.

Requirements

Required

• Seven or more years of experience in life insurance operations, financial services operations, advisor service, or relationship management.

• Experience supporting financial advisors, wealth management teams, insurance producers, or other high-value internal stakeholders.

• Strong understanding of insurance workflows, preferably including life insurance, disability insurance, long-term care, and annuity processes.

Preferred

• Experience managing operational escalations, service standards, reporting, or operational performance, along with prior people leadership experience.

• Professional designations such as Fellow, Life Management Institute (FLMI), Financial Services Certified Professional (FFSI), Professional Customer Service (PCS), or Life Underwriter Training Council Fellow (LUTCF).

Skills

• Strong communication and relationship-building skills with the ability to collaborate effectively across advisors, leadership, and cross-functional teams.

• Excellent judgment and professionalism when managing sensitive, complex, or high-priority situations.

• Strong project management, organization, and follow-through skills to manage multiple priorities and deliver results.

• A collaborative, service-oriented mindset focused on continuous improvement, accountability, and delivering a positive advisor experience.