AVP, RPS Call Center

Date: Jan 15, 2019

Location: Fort Wayne, IN, US

Company: Lincoln Financial





Alternate Locations: Fort Wayne, IN (Indiana)


Relocation assistance will be considered/provided for this opportunity within our company guidelines.


Requisition #58101


About the Company


Lincoln Financial Group provides advice and solutions that help empower people to take charge of their financial lives with confidence and optimism. Today, more than 17 million customers trust our retirement, insurance and wealth protection expertise to help address their lifestyle, savings and income goals, as well as to guard against long-term care expenses. Headquartered in Radnor, Pennsylvania, Lincoln Financial Group is the marketing name for Lincoln National Corporation (NYSE: LNC) and its affiliates.


The Role


As the AVP, Retirement Plan Services (RPS) Call Center, you will provide leadership, direction & functional expertise to ensure departmental results for the Retirement Plan Services (RPS) call center. You will contribute to developing strategies that have substantial impact on the success & delivery of client service operations & enhance the customer experience. You will also oversee & ensure good customer relations are maintained & customer inquiries/concerns are resolved fairly & effectively.





  • Identifies and directs strategic process improvements that significantly reduce workloads or improve quality across the team, department and/or business unit
  • Provides subject matter expertise to team members and internal/external stakeholders on complex assignments/projects
  • Provides training and development opportunities, including stretch assignments, for team members and gives honest and open feedback to aid in the development of talent
  • Directs, establishes and implements priorities, performance goals and objectives to ensure departmental results for assigned area(s) of responsibility
  • Directs and evaluates departmental performance and takes appropriate action to meet and/or exceed performance standards
  • Ensures that top talent is hired and retained
  • Builds organizational capability within assigned area(s) of responsibility
  • Directs the processes and administration of complex customer inquiries, ensuring accurate, fair and efficient call management
  • Develops, maintains & analyzes appropriate metrics & control mechanisms for calls including using data & analysis to improve business results by targeting opportunities & process improvements within client services
  • Provides subject matter expertise and complex guidance to client service team members on customer inquiries &/or concerns
  • Reviews and resolves complex escalated issues and concerns for assigned area(s) of responsibilities.  Escalates issues as needed to sr management
  • Directs the development of telephone escalation plan(s) for dealing with sudden peaks & emergency situations
  • Builds relationships with key internal stakeholders to effectively understand & anticipate projects, products, or regulatory changes which may impact call center volumes
  • Builds relationships with key external clients and stakeholders to effectively understand needs that may impact the call center
  • Ensures team is appropriately trained to respond to customer inquiries/concerns
  • Ensures that the team maintains customer confidentiality while complying with privacy regulations
  • Develops & manages budget for assigned area(s)



  • Provides strategic leadership and direction to continually improve the capability and results for assigned area(s) of responsibility
  • Directs/executes approved strategy decisions and contributes to strategy creation for assigned area(s) of responsibility
  • Contributes to developing strategies which have substantial impact on the success and delivery of client services & enhance the customer experience
  • Anticipates & provides strategies/solutions to complex client service problems or trends
  • Develops and executes strategic client service initiatives which have substantial impact on the success of call management, enhance the customer experience and successfully meet the annual business operating priorities
  • Monitors and assesses trends in client services, identifies opportunities, and implements industry leading best practices and strategies to enhance the customer experience and improve call center management effectiveness
  • Develops and implements client service policy and guidelines in compliance with the objectives and insurance/financial service laws and regulations


Business Acumen

  • Maintains knowledge on current and emerging developments/trends, assesses the impact, and collaborates with senior management to incorporate new trends and developments in current and future strategies
  • Directs and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives
  • Remains current in profession and industry trends
  • Makes a positive contribution as demonstrated by:  - Making suggestions for improvement - Learning new skills, procedures and processes





  • 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's)
  • FINRA S6 within 6 months
  • FINRA S26 with 12 months



  • 10+ Years’ experience years in Client Services that directly aligns with the specific responsibilities for this position, including 3+ years of managerial, supervisory, and/or demonstrated leadership experience including influencing senior management/critical stakeholders experience
  • Strong presentation skills with demonstrated ability to influence at all levels of management through clear, informed and logical discussions/presentations
  • Demonstrates ability to communicate knowledgeably and credibly with senior management and internal constituents
  • Excellent written and verbal communication skills
  • Apply concepts such as probability, statistics, modeling, percentages, ratios, and proportions to practical solutions
  • Works with mathematical concepts such as averages and/or variances
  • Ability to interpret and apply common sense understanding to carry out a variety of instructions furnished in written, oral, or diagram form
  • Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists
  • Ability to think critically, analyze information and to evaluate the implications of a course of action or solution
  • Define problems, collect data, establish facts and draw valid conclusions.
  • Evaluate trends in data or information
  • Ability to perform under stress in cases of emergency, critical or hazardous situations
  • Ability to work with others in a team environment
  • Demonstrated ability to identify, develop and implement processes improvements
  • Demonstrated ability to successfully hire, retain, develop and coach staff via a culture of real-time performance feedback, with ability to build both technical and leadership skills
  • Demonstrated strong relationship management skills with internal clients (e.g. senior management, peers and colleagues); proven ability to develop creative and collaborative approaches
  • Demonstrates strong interpersonal skills with a collaborative style
  • Demonstrates strong project management leadership skills including, critical ability to coordinate and balance multiple projects in a time-sensitive environment, under pressure, and meeting deadlines
  • Finds common ground and can gain collaboration among senior management, colleagues and peers; can influence outcomes without directing or commanding




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.

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: Fort Wayne

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