Director, CRC Service & SOS
W&S Life Insurance Company - Cincinnati, OH

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Western & Southern Financial Group has an immediate opportunity for a Director, CRC Service & SOS.
Summary of Responsibilities:
Provides leadership in setting strategic direction of the Customer Serivce and Sales Operations Support (SOS) functions of the Client Relationship Center (CRC) and the integration between the CRC and all Western & Southern Life field offices in the areas of agent/client service. Coordinates processes, technology utilization, access rights, and updates to any of these internally with other W&SFG leadership based on learnings and efficiencies to maximize the client &/or field associate experience. Maximizes the operational efficiencies and productivity through technology, training and motivation. Holds responsibility for the continued development, growth and evolution of the CRC into the primary service provider for the Company. Works with minimal supervision and is responsible to make an established range of decisions, escalating to manager when necessary and updates manager on a regular basis.

Position Requirements

Position Responsibilities:
•25% - Develops and implements annual strategy and operations plan with emphasis on providing exceptional customer service while operating within profit objectives. Creates, implements and executes against long-term Agency and CRC business strategy focused on leveraging and growing the unit to maximize its financial contribution to the Financial Group. Works with the AVP of the CRC and the Director of CRC Operations to assure all technology needs are met within the CRC by working with internal and external resources.
•10% - Further develops and builds on the Service and SOS functions to provide live customer service assistance to clients and sales agents across the country utilizing self-service functionality where available to maintain a high level of customer service while controlling FTE expense.
•20% - Directs all operational aspects of the CRC Customer Service and SOS Teams (inbound phone, outbound phone, mail, e-mail, live chat, Interactive Voice Response (IVR), conservation, field audit, etc.) assuming full responsibility for achieving expected results.
•10% - Acts as liaison between CRC management and key strategic partners (i.e. – IFS, Integrity, WSL Agency, Ins. Ops., etc.) ensuring strategic vision and daily management are aligned. Directs proper staffing, resources, activity management, productivity tracking, coaching, reporting and continuous improvement processes are developed and implemented with regard to new and existing projects.
•5% - Partners with the field sales force to create synergies and enhance the efforts of the field sales force.
•10% - Forecasts business needs and changes based on internal factors, industry trends and circumstances. Analyzes and establishes manpower planning, resources and tools needed. Develops initial strategy and business plan recommendations. Participates in the refinement with senior leadership. Implements operational changes on an ongoing basis to assure optimal functioning of the business and initiatives under area of responsibility.
•5% - Develops effective metrics and tracking systems in conjunction with key executives. Establishes effective processes and systems to assure optimum functioning and continuous improvement of these processes. Assures regular and timely communication regarding business results against established goals.
•5% - Directs the selection, training and development of associates (both supervisory and non-supervisory). Participates in the selection process, translating strategic plans into individual goals for associates. Assures all associates are properly trained and developed. Oversees coaching program and assures appropriate performance management is completed and successful.
•5% - Solves complex problems effectively and in a timely manner.
•5% - Explores and implements, as appropriate, financial group scalability of the department within other Financial Group distribution outlets and customer service options.
•Performs other duties as assigned by management.
Selection Criteria:
•Substantial experience successfully preferably managing within a contact center environment to the attainment of goals and objectives annually. Ability to analyze a contact center’s technical infrastructure and make recommendations for improved service.
•Thorough understanding of operational and technological issues associated with customer service centers, including channel conflict, data and voice systems, industry best practices, product pricing and profitability, establishment of benchmarking, goals and objectives, and unit profitability.
•Proven experience in successfully directing, planning, and implementing multiple projects/assignments simultaneously and completing assigned tasks accurately and on a timely basis.
•Demonstrated experience managing, leading, and motivating teams in situations associated with high volumes of work and/or customer demands. Must possess strong coaching and feedback skills.
•Knowledge of flowcharting business processes and gathering business requirements.
•Demonstrated knowledge of business processes, preferably in the financial services industry.
•Proven capacity to utilize strong analytical skills, including demonstrated experience identifying and quantifying problems and providing effective resolutions.
•Demonstrated ability to conceptualize and use new methodologies.
•Possesses and displays excellent verbal and written communication skills with proven ability to convey information to internal and external customers in a clear, focused and concise manner.
Educational Requirements:
•Bachelor’s degree or commensurate selection criteria experience.
Computer skills and knowledge of hardware & software required:
•Proficient in word processing, spreadsheet and presentation applications..
Certifications & licenses (i.e. Series 6 & 63, CPA, etc.):
•Must successfully pass the Life (and Health, as appropriate) licensing exam in home state within 2 attempts, not to exceed 45 days after final approval from the State Insurance Commissioner’s office to take said exam.
Position Demands:
•Extended hours required during peak workloads or special projects.
Position Attributes
Western & Southern Financial Group, a Fortune 500 company, is a dynamic family of diversified financial services companies that provides life insurance, annuities, mutual funds, retirement planning and investment products and services to help millions of consumers nationwide to plan and protect their financial futures.
With more than 5,000 associates and more than 50,000 individuals in our selling group, Western & Southern offers consumers and businesses the financial products and services they require to meet their insurance needs and investment goals. Having reached more in excess of $50 billion in assets owned and under management, we are leveraging our industry leading financial strength to fuel our growth through strategic acquisitions, increases in our current product revenue stream and expansion into new distribution channels and businesses.
Western & Southern provides a host of benefits that include medical, dental, life, pension, 401K, free fitness facility, on-site cafeteria, and generously subsidized parking. Western & Southern promotes a stable, fulfilling and challenging environment with an emphasis on excellence and continued career development.