Director, Client-Customer Support & Ops

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Date: May 12, 2023

Primary Location: Atlanta, GA, US

Company: Lincoln Financial

Alternate Locations: Atlanta, GA (Georgia); Charlotte, NC (North Carolina); Dover, NH (New Hampshire); Omaha, NE (Nebraska); Phoenix, AZ (Arizona)

 

Work Arrangement:

Hybrid/Flexible : Work at home and use the office as appropriate for in-person collaboration.

 

Relocation assistance:  is not available for this opportunity.

 

Requisition #: 71722

 

The Role at a Glance

We are excited to bring on a Director, Client-Customer Support & Ops to join our Claims team. 
 
Background Details 
As Director, you will provide leadership and direction to ensure group results for the specific groups of Client-Customer Support & Ops. You will provide subject matter expertise and direction for your assigned team(s) ensuring accurate, timely and efficient processing. You will direct the forecasting of client demand and team planning/resourcing requirements.  You will foster a culture of engagement and talent development.
 

What you'll be doing

  • You will direct and enhance organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
  • You will direct and evaluate individual/team performance and takes appropriate action to meet and/or exceed performance standards for assigned area(s) of responsibility.
  • You will direct and oversee appropriate service level agreements and directs Claims teams to ensure agreed service levels are met or exceeded.
  • You will direct the development of metrics and provides complex and comprehensive analysis regarding processing and service performance to senior management.
  • You will ensure tactical activities of their teams are aligned with organizational strategic initiatives, including aligning team goals to organizational goals.
  • You will ensure that top talent is hired and retained for their assigned area(s) of responsibility.
  • You will Identify and direct the implementation of process improvements that significantly reduce workloads or improve quality across the department for their assigned area(s) of responsibility.
  • You will leverage forecasting data to determine short and long-term staffing requirements.
  • You will maintain knowledge on current and emerging developments/trends for assigned area(s) of responsibility, assesses the impact, and collaborates with management to incorporate new trends and developments in current and future solutions.
  • You will meet with current and prospective clients and internal partners to outline capabilities, design effective solutions, and provide differentiating service.
  • You will monitor and control expenses within defined budget limits
  • You will partner with learning and development areas to create and maintain proper training for claims teams to ensure skills and abilities are appropriately developed to ensure a recommendable customer experience.
  • You will be escalating issues to more senior management as required and proposes solutions.
  • You will provide training and development opportunities, including stretch assignments, for team members and gives honest and open feedback to aid in the development of talent.
  • You will work closely with Technical teams to ensure effective use of Lincoln technologies supporting telephone, e-mail, web and imaging / workflow in a prioritized fashion.You will support change management and leverages the flex workforce to meet business needs.

What we’re looking for

Must-haves: 

  • 7+ Years of experience that directly aligns with the specific responsibilities for this position, including 1+ years of managerial, supervisory, and/or demonstrated leadership experience 
  • 4 Year/Bachelor’s degree or equivalent work experience (4 years of experience in lieu of Bachelor’s)

  
Nice-to-haves:   

  • In depth knowledge of Initiation and Data Integrity 
  • In depth knowledge of Claims and/or Customer Service.
  • Strong oral and written communication skills
  • Strong Enterprise Thinking, Execution, and Innovation 
  • Ability to partner with multiple business areas to eliminate negative downstream impacts
  • Ability to communicate/perform in a concise, detailed, and proactive manner

 

What’s it like to work here?

At Lincoln Financial Group, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future.

 

What’s in it for YOU:

  • A clearly defined career framework to help you successfully manage your career

  • Leadership development and virtual training opportunities

  • PTO/parental leave

  • Competitive 401K and employee benefits

  • Free financial counseling, health coaching and employee assistance program

  • Tuition assistance program

  • A leadership team that prioritizes your health and well-being; offering a remote work environment and flexible work hybrid situations

  • Effective productivity/technology tools and training

 

Pay Range: $87,700 - $159,900 

 

Actual base pay could vary based on non-discriminatory factors including but not limited to work experience, education, location, licensure requirements, proficiency and qualifications required for the role. The base pay is just one component of Lincoln’s total rewards package for employees.  In addition, the role may be eligible for the Annual Incentive Program, which is discretionary and based on the performance of the company, business unit and individual.  Other rewards may include long-term incentives, sales incentives and Lincoln’s standard benefits package.

 

About The Company

Lincoln Financial Group, a Fortune 200 company with over 10,000 employees, provides advice and solutions that help empower Americans to take charge of their financial lives with confidence. Our core business areas — Life Insurance, Annuities, Retirement Plan Services and Group Protection — focus on supporting, preserving and enhancing over 17 million customer’s lifestyles and retirement outcomes.

Headquartered in Radnor, Pennsylvania, Lincoln Financial Group is the marketing name for Lincoln National Corporation (NYSE: LNC) and its affiliates. The company had $324 billion in end-of-period account values as of June 30, 2021.

Ranked one of the Best Large Employers in America and Best Employers for Women by Forbes magazine as well as one of Newsweek’s Most Responsible Companies, Lincoln Financial Group makes a serious investment in our employees’ futures through a broad range of wealth accumulation and protection plans, health and wellness programs, and career development resources designed to help each individual reach their personal and professional goals.

 

Lincoln is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. 

 

Lincoln Financial Group is a committed corporate citizen included on major sustainability indices including the Dow Jones Sustainability Index North America and FTSE4Good. Dedicated to diversity and inclusion, we earned perfect 100 percent scores on the Corporate Equality Index and the Disability Equality Index. Follow us on Facebook, Twitter, LinkedIn, and Instagram. Sign up for email alerts at http://newsroom.lfg.com

 

Be Aware of Fraudulent Recruiting Activities

If you are interested in a career at Lincoln, we encourage you to review our current openings and apply on our website. Lincoln values the privacy and security of every applicant and urges all applicants to diligently protect their sensitive personal information from scams targeting job seekers. These scams can take many forms including fake employment applications, bogus interviews and falsified offer letters.

Lincoln will not ask applicants to provide their social security numbers, date of birth, bank account information or other sensitive information in job applications. Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or conduct interviews utilizing video chat rooms. We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video or in-person interview.  Please contact Lincoln's fraud team at fraudhotline@lfg.com if you encounter a recruiter or see a job opportunity that seems suspicious.

 

Additional Information

This position may be subject to Lincoln’s Political Contribution Policy.  An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln’s current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.

 

Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial Group are considered property of Lincoln Financial Group and are not subject to payment of agency fees.

 

Lincoln Financial Group (“LFG”) is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, Veteran status, or genetic information.  Applicants are evaluated on the basis of job qualifications.  If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY/TDD assistance, contact us by calling 260-455-2558.

 

This Employer Participates in E-Verify. See the E-Verify notices.

Este Empleador Participa en E-Verify. Ver el E-Verify avisos. 


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