Director, Fraud, Escalations & Bus. Solutions

Date: Jan 25, 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 #58336

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 $253 billion in assets under management as of December 31, 2017.

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.

 

The Role

 

As the Director, Fraud, Escalations & Business Solutions, you will provide leadership and direction to ensure group results for assigned area(s). You will direct and oversee the management of assigned financial processing of complex data and financial transactions and ensure that all information is complete and in good order. You will direct and execute the resolution and communication across business systems for escalations, fraud and privacy and will provide support and subject matter expertise to key business activities with the Operations Project Team.

 

Responsibilities

 

Leadership

  • 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 and evaluates individual/team performance and takes appropriate action to meet and/or exceed performance standards
  • Establishes and implements priorities, performance goals and objectives to ensure group results for assigned area(s)
  • Directs and provides leadership to continually improve the capability and results for assigned area(s)
  • Ensures that top talent is hired and retained
  • Builds organizational capability within assigned area(s)
  • Facilitates with managers over areas of impacted processing & administration of escalation or fraud issues across the operations team & ensures that the complex data and financial transactions are processed in an accurate, timely & efficient manner
  • Provides guidance and subject matter expertise to team members' complex data and financial processing issues
  • Monitors quality assurance checks/audits on financial processing transactions for assigned area(s)
  • Directs and assists in the resolution of complex escalated issues and concerns
  • Represents operations for enterprise/fraud/privacy activities
  • Identifies, defines, evaluates, and resolves problems within functional unit or area of expertise by seeking win/win solutions when conflicts arise
  • Provides subject matter expertise to complex and comprehensive metrics and analysis regarding escalation, fraud issues and service performance to senior leadership
  • Designs and implements assigned team's training plans based on assessment of team needs
  • Ensures team is appropriately trained to process and respond to customer questions, concerns and/or requests
  • Monitors and controls expenses within defined budget limits
  • May develop budgets for assigned area(s)

 

Business Acumen

  • Maintains knowledge on current and emerging developments/trends, assesses the impact, and collaborates with management to incorporate new trends and developments in current and future solutions
  • Directs and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives
  • Identifies and directs the implementation of process improvements that significantly reduce workloads or improve quality across the department
  • Provides subject matter expertise to team members and internal/external stakeholders on complex assignments/projects
  • Remains current in profession and industry trends.
  • Makes a positive contribution as demonstrated by:  - Making suggestions for improvement - Learning new skills, procedures and processes

 

Requirements

 

Education

  • 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's)

 

Experience

  • 7+ Years’ experience in Client Customer Support and Operations that directly aligns with the specific responsibilities for this position, including 3+ years of managerial, supervisory, and/or demonstrated leadership experience
  • Finds common ground and can gain collaboration among senior management, colleagues and peers; can influence outcomes without directing or commanding
  • 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
  • Ability to read, analyze and interpret both internal and external documents such as general media/publications, professional journals, technical procedures, governmental regulations, policies, proposals, and standard operating procedures
  • Confident, comfortable communicator with strong written and verbal communication skills.
  • Strong presentation skills with demonstrated ability to influence at all levels of management through clear, informed and logical discussions/presentations
  • 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 analyze complex information and to evaluate the implications of a course of action or solution.
  • 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
  • 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 and recommend processes improvements
  • 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
  • Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

#LI-JH1

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.

#M3 


Nearest Major Market: Fort Wayne

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