If you are an internal associate, please login to Workday and apply through Jobs Hub.Job PurposeThis Manager, Operations Command Center partners with the Operations Service Health Owner to develop and execute a strategic workforce and workflow planning process. The Manager oversees the Command Center associates responsible for the effective scheduling, forecasting, and resource allocation planning; ensuring seamless day-to-day operations and maintaining service excellence. This individual fosters a high-performance culture within the team, implementing data-driven insights to enhance productivity within Operations. The Manager also drives the team to meet key performance indicators and collaborates across the department to align staffing with business needs, contributing to the overall success of our Operations team.Essential Responsibilities
Manages and sponsors the associates responsible for workforce effectiveness; including hiring, knowledge acquisition, performance management, continuous improvement, recognition, and career development.
Understands Command Center processes and technology to effectively direct the completion of daily work and manage effectively through varying transactional volumes within Operations.
Supports the development, maintenance, and governance of the operational workforce management functions; including but not limited to business need training analysis, reporting, scheduling, real-time management, and performance tracking.
Monitors and evaluates the quality of Ops Command Center associates' performing skills; including behavior, technical accuracy, and adherence to company policies; provides coaching, performance feedback and corrective action to associates as necessary.
Professionally develops their team members through mentorship and coaching, identification of development opportunities, and providing stretch assignments as desired.
Identifies improvements to associate experience and engagement and participates in creating action plans to address or improve Operations.
Communicates goals and expectations with associates regularly through team meetings and one-on-one discussions.
Supports the coordination of Operations workforce scheduling rules, technology roll-outs, and communications in collaboration with peers and key stakeholders.
Leverages established metrics and monitors for work flow processes and systems to perform service-related problem analysis and support internal and external customer experience.
Escalates and communicates appropriately with key stakeholders real-time issues impacting the productivity and ability for teams to handle customer requests.
Engages and participates in resolution of escalated issues, including system outages/issues impacting productivity and service health.
Supports the requirements and implementation of new or modified processes and capabilities, including training and communication approach.
Understands and supports Jackson’s portfolio roadmap for the business and technical capabilities.
Other Duties
Performs other duties and/or projects as assigned.
Knowledge, Skills and Abilities
Proven leadership skills with the ability and desire to manage up and develop staff through coaching, training, and support.
Proven ability to effectively lead associates in a fast-paced production environment, ensuring completion of work occurs within required SLAs.
Ability to strategically lead and effectively manage projects towards a guiding vision, driving them to completion within required deadlines while continuing to maintain cost and quality expectations.
Proven ability to accept, adapt, influence, and positively lead their teams through an everchanging environment. Ability to lead change initiatives and communicate in a positive manner.
Strong interpersonal skills with the ability to communicate professionally and effectively across all levels within the organization and with external customers. Ability to influence and negotiate.
Strong collaboration skills with the ability to work with individuals across multiple teams to accomplish objectives and build consensus across all levels of the organization.
Strong business acumen and customer mindset, allowing for service driven process recommendations and associate coaching to exceed customer expectations.
Ability to think creatively and recommend improvements to processes and procedures in order to increase customer satisfaction and reduce expenses.
Excellent organizational skills: ability to multitask, delegate, and prioritize tasks and projects to meet deadlines.
Ability to problem solve and make decisions based on both good business and common sense.
Expert knowledge of Microsoft Office applications; including Excel, Word, SharePoint, PowerPoint, Teams and Access.
Strong proficiency and/or ability to master the knowledge associated with all job-related software applications, which include a variety of technology-based applications and associated change methodology.
Strong knowledge of and/or aptitude to obtain strong knowledge of skills and business rules, which may include proficiency with: Jackson’s administrative systems, Products, Distributor rules, Tax laws, State and Federal regulatory rules.
Strong knowledge of financial services and/or insurance industry business operations.
QualificationsBachelor's Degree in a business-related field or equivalent experience required.5+ years of business experience required.1+ years of management experience preferred.1+ years of insurance or financial services industry experience preferred.1+ years of project management experience and Agile experience preferred.We don't just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Jackson is proud to be an equal opportunity workplace. The Company subscribes to and endorses federal and state laws and regulations relating to equal employment opportunity for all persons without regard to race, color, religion, gender, age, national origin, legally-recognized disability, marital status, legally-protected medical condition, citizenship, ancestry, height, weight, sexual orientation, veteran status, or any other factor not related to the needs of the job. The Company is committed to a policy of equal opportunity. Company facilities and campuses are tobacco-free environments.At Jackson, our employees are empowered to bring a fresh perspective, confront new challenges, and define their own career paths. We value the unique perspectives and innovative ideas that come from our employees' diverse backgrounds.Jackson is the marketing name for Jackson National Life Insurance Company (Home Office: Lansing, Michigan) and Jackson National Life Insurance Company of New York (Home Office: Purchase, New York). Jackson National Asset Management, LLC (JNAM) located in Chicago, Illinois, is an SEC-registered investment adviser and Jackson subsidiary.Annuities are distributed by Jackson National Life Distributors LLC, Member FINRA.Jackson companies offer an outstanding benefits package including competitive pay, bonuses, comprehensive health insurance benefits, a matching 401(k) retirement plan, adoption assistance, education matching gift program and dependent tuition program. Online applications requested. Contact human.resources@jackson.com for alternate formats for accommodation.To learn more about Jackson's financial strength and results, visit jackson.com (https://www.jackson.com/our-company/financials/landing.xhtml) .
