F&G is looking to hire for a Manager, Relationship Management
The Manager, Relationship Management will be responsible for forming and leading a team that will develop, enhance, and successfully maintain strategic distributor relationships in the bank/broker dealer channel for our annuity line of business. This role will also be accountable for enhancing the service experience of operational transactions for our key distributor firms and advisors by improving service resolution time, enhancing advisor loyalty, and improving overall customer satisfaction. Based on distributor feedback and service recovery issues, this position will collaborate with Operations, IT, Shared Services and other business units as needed to recognize trends, resolve systemic issues, and drive procedural improvements. This position reports to the AVP, Operations Relationship Manager.
Duties and Responsibilities
- Develops and drives Operations Relationship Management strategy across the Retail Business Unit in alignment with F&G priorities in partnership with the Director, Distribution Relationship Management
- Develop and maintain a strong strategic relationship both internally at F&G as well as externally within the industry
- Accountable for representing F&G Operations to external Bank and Broker-Dealer partners
- Enhance relationships with key service providers and vendors, customers, financial advisors, wholesaling staff and distributor contacts
- Provide proactive and regular communication of changes to policies and procedures, project initiatives, and performance metrics
- Drive operational processing improvements based on analysis of business trends from the team and feedback from sales and distributors
- Understand the operational needs of key distributors and represent their views in project prioritization discussions
- Work with Operations and Sales Support team to fully resolve both pre-sale and post-sale escalated service issues efficiently, perform root cause analysis, communicate resolution on issues and take actions toward service recovery
- Lead medium to large projects across business units to enhance the distributor experience
- Collaborate when appropriate to evaluate various forms of media and communications, including but not limited to service forms, statements, and website experience for customers and financial advisors, and making appropriate recommendations/updates accordingly
- Provide guidance/mentoring where appropriate to key service providers, vendors, and other service organization employees regarding successful operational relationship management, problem resolution, and service excellence
- Accountable to drive positive impact toward low effort, high satisfaction service for our customers
- Develops and drives Operations Relationship Management strategy in alignment F&G strategic priorities
- Drives adoption and engagement of strategic initiatives through team objectives and activities
- Provides sound consultative guidance to projects and programs aimed at reducing agent/customer effort and ensuring awareness around process impact
- Responsible for team activities that lead to an optimization of the service delivery process by using critical thinking, reports, agent/customer satisfaction surveys, and any other additional resources available
- Oversees direct reports and supports the department overall for the professional development and management oversight to ensure employee engagement and continual improvement within the team
- May be physically located with the business unit or work full time remote with periodic visits to the F&G Home Office in Des Moines, IA.
Experience and Education Requirements
- AA or BA degree preferred. Relevant experience considered in lieu of degree.
- 10 years of financial service experience or life insurance, annuity, retirement plans.
- 5-7 years of customer service/relationship building experience.
- 7-10 years in a management or similar leadership role that includes direct reports.
Preferred Experience
- Proficient understanding of the annuity broker-dealer operations, and experience serving distributing intermediaries preferred.
Skills and Abilities
- Proven leader in the insurance industry space.
- Not averse to rolling up your sleeves and taking on some of the effort in order to meet a goal or deadline for the organization.
- Team player, excellent collaborator, consensus builder and leader.
- Ability to manage competing priorities and facilitate agreement on priorities when necessary.
- Excellent written and verbal communication skills.
- Ability to establish and influence business relationships.
- Ability to work on teams, and independently, in a fast-paced environment.
- Is an enthusiastic, highly motivated self-starter with a strong work ethic and intense focus on results, acting in the best interest of the client.
- Collaborates effectively to get things done, building and nurturing strong relationships.
- Displays passion, commitment and drive to deliver an experience that improves our clients' experience with F&G.
- Is confident in identifying solutions for new and existing clients based on their needs.
- Communicates effectively and confidently, and is comfortable engaging all clients.
- Has the ability to learn and adapt to new information and technology platforms.
- Applies strong critical thinking and problem-solving skills to meet clients' needs.
Additional Information
Work Environments
F&G believes in an employee-centric flexible environment, which is why we offer the ability for in-office, hybrid and remote work arrangements. During the hiring process, you'll work with your leader to decide what works best for your role.
F&G complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities, unless such accommodation would cause an undue hardship for F&G. If reasonable accommodation is needed to participate in the job application or interview process, please contact [email protected].
Join our employee-centric hybrid work environment: F&G Careers
About F&G
Since 1959, Fidelity & Guaranty Life Insurance Company (F&G) has offered annuity and life insurance products to those who are seeking security in retirement and protection during life’s unexpected events.
As a national Top Workplace1, an Iowa Top Workplace2 and a proud equal opportunity employer, F&G team members are empowered, collaborative, dynamic and authentic. We believe that by embracing these values, we will continue to build and strengthen the company while continuing to be a great place to work.
1Top Workplaces USA 2022 – 2023
2Des Moines Register Top Workplaces 2018 – 2022
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