AVP, Retirement Plan Services Call Center

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Date: Aug 26, 2026

Primary Location: Charlotte, NC, US

Company: Lincoln Financial

Alternate Locations: Work from Home

Work Arrangement:

Remote : Work at home employee residing outside of a commutable distance to an office location.

Relocation assistance: is not available for this opportunity.

Requisition #: 76534

The Role at a Glance

In the AVP, Retirement Plan Services Call Center role, you will provide leadership, coaching and functional expertise to the call center team to ensure a positive experience for our Retirement Plan Services participants and partners. You will contribute to developing strategies that have substantial impact on the success & delivery of client service operations and that enhance customer experience.

As an AVP, Call Center, you will be responsible for the planning and oversight of multiple teams within the RPS Operations call center. You and your leaders will support teams that handle inquiries and interactions from participant and financial professionals, provide web technical support and research. You will work with Directors and Managers to set strategy, manage workload, and drive re-engineering efforts.

What you'll be doing

You will lead a dynamic team in an environment that is constantly changing. Provide training and development opportunities, including stretch assignments, for team members while providing honest and open feedback to aid in the development of talent. You will direct and evaluate individual/team performance and take appropriate action to meet and/or exceed performance standards for assigned areas of responsibility.
You will hold leaders and the team accountable for staffing, capacity, attendance, engagement and consistent execution.
You will own the numbers – service level, abandon rate, average speed to answer, quality, productivity, customer satisfaction, establish clear targets and quickly address gaps.
You will direct, establish and implement priorities, performance goals and objectives to ensure the departmental results are met while evaluating performance and taking appropriate action to meet or exceed performance standards.
You will provide strategic leadership and direction to continually improve the capabilities and results for your area while contributing to strategic creation.
You will develop, maintain and analyze appropriate metrics and control mechanisms for operations including using data and analysis to improve business results by targeting opportunities and process improvements within the call center team.
You will build strong working relationships with key internal/external stakeholders to effectively understand and anticipate projects, products or regulatory changes which may impact operations.
You will be responsible for developing and managing the budget for your area.
You will create a culture where leaders don’t just report problems, but rather own solutions expecting clear action plans, deadlines, measurable outcomes and follow-through on process improvements and root cause resolution to improve customer experience.
Cultivate and manage offshore strategic partnerships, fostering strong vendor relationships to enhance talent delivery, improve operational efficiency, and support scalable business growth.

What we’re looking for

Must-have experience (Required):

4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's)
10+ Years experience years in a Client Services and/or Call Center leadership role that directly aligns with the specific responsibilities for this position, including 5+ years of managerial, supervisory, and/or demonstrated leadership experience including influencing senior management/critical stakeholders experience
Retirement experience
Experience managing people leaders
Operational Leadership Experience – setting Key Performance Indicators, managing workload/staffing models, managing departmental performance
Strategic Planning/Execution

Nice-to-have experience (Preferred):

Process re-engineering experience
Experiencing managing strategic partnerships
Managing/leading teams that are in office, hybrid and fully remote
Bilingual (Spanish)

Travel Requirements

Up to 25% (international required)

Application Deadline

Applications for this position will be accepted through September 3, 2026, subject to earlier closure due to applicant volume.

What’s it like to work here?

At Lincoln Financial, 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:

Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes
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
Work arrangements that work for you
Effective productivity/technology tools and training

The pay range for this position is $120,375 - $192,600 with anticipated pay for new hires between the minimum and midpoint of the range and could vary above and below the listed range as permitted by applicable law. Pay is 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 (NYSE: LNC) helps people to confidently plan for their version of a successful future. We focus on identifying a clear path to financial security, with products including annuities, life insurance, group protection, and retirement plan services.

With our 120-year track record of expertise and integrity, millions of customers trust our solutions and service to help put their goals in reach.

Lincoln Financial Distributors, a broker-dealer, is the wholesale distribution organization of Lincoln Financial. Lincoln Financial is the marketing name for Lincoln Financial Corporation and its affiliates including The Lincoln National Life Insurance Company, Fort Wayne, IN, and Lincoln Life & Annuity Company of New York, Syracuse, NY. Lincoln Financial affiliates, their distributors, and their respective employees, representatives and/or insurance agents do not provide tax, accounting or legal advice.

Lincoln is committed to creating an 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.

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

Lincoln Financial ("Lincoln" or "the Company") 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, age, national origin or disability. Opportunities throughout Lincoln are available to employees and 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 (866) 922-6543.

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

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

Nearest Major Market: Charlotte
Job Segment: Call Center, HR, Strategic Planning, Outside Sales, Social Media, Sales, Human Resources, Strategy, Marketing

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