Team Lead, Back Office Operations

Date: Aug 6, 2019

Location: Concord, NH, US

Company: Lincoln Financial

Alternate Locations: Concord, NH (New Hampshire)

Relocation assistance is not available for this opportunity.

Requisition #60290

About the Company

Lincoln Financial Group, a Fortune 250 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 $238 billion in assets under management as of December 31, 2018.

Ranked one of the Best Large Employers in America by Forbes magazine, 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.


This position will perform and deliver on routine and progressively more non-routine assignments for his/her assigned area(s) of responsibility independently in accordance with established procedures/guidelines.



    • Supports and promotes change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
    • Meets or exceeds departmental quality and service standards.
    • Works overtime as needed.
    • Works independently delivering on routine but progressively more non-routine work, in accordance with established procedures and guidelines in a timely manner and meets deadlines appropriately.
    • Makes routine and progressively more non-routine decisions independently, in accordance with established procedures and guidelines.
    • Shares a diverse range of knowledge and information and/or enables less experienced team members to perform his/her assignments.
    • Performs a diverse range of tasks/transactions related to common programs and services by directly applying expanded knowledge obtained from the role in increasingly more complex situations.
    • Performs complex and progressively more non-routine research and resolves returned correspondence.
    • Acts as a point of contact and provides responses and a diverse range of information to team members’ less routine questions without supervision.
    • Communicates to management on recognized trends of issues and/or concerns.
    • Communicates effectively with applicable internal/ external stakeholders while maintaining a professional demeanor in all interactions.
    • Researches, resolves and documents processes and procedures relating to general issues/concerns.
    • Provides guidance on procedural updates.
    • Proactively seeks opportunities for service and process improvement and assists in researching and implementing the improvements.
    • May collect, track and report on metric measurements data to management.
    • Escalates increasingly complex issues/concerns to management.
    • Provides customer service to internal/external stakeholders, recognizes what needs to be done to meet needs and demonstrates flexibility and responsiveness to meet those needs.
    • Responds to and resolves more complex customer inquiries to in accordance with established procedures and guidelines in an accurate and timely manner and meeting departmental quality/production standards.
    • Provides accurate, prompt and complex information to address customer inquiries.
    • Documents customer interactions in appropriate systems as needed.
    • Exhibits advanced critical thinking and problem resolution skills to effectively assist internal/external customers.
    • Demonstrates flexibility, adaptability and comfort with ambiguity and responsiveness to meet customer needs.
    • Monitors and processes progressively more complex and non-routine rush requests.



    • Carries out duties in compliance with all state and federal regulations and guidelines.  Complies with all company and site policies and procedures.
    • Remains current in profession and industry trends.
    • Makes a positive contribution as demonstrated by:  - Making suggestions for improvement - Learning new skills, procedures and processes
    • Performs other duties as required.



    • High School diploma or GED or minimum Associate degree in lieu of required experience. (Minimum Required)
    • 3 - 5+ Years of Client Customer Support and Operations experience aligned with the responsibilities for this position (Required)



    • Travel Type: National Domestic
    • Travel Amount: up to 50%

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, veterans 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.


Nearest Major Market: Concord
Nearest Secondary Market: Manchester

Job Segment: Manager, Change Management, Business Process, Management