Director, HR Services

Date: Nov 3, 2021

Location: Greensboro, NC, US

Company: Lincoln Financial

Alternate Locations: Greensboro, NC (North Carolina)

 

Work Arrangement: Hybrid/Office

 

Relocation assistance is not available for this opportunity.

 

Level: M3 

 

Requisition #: 67308

 

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.

 

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.

 

 

 

The Role at a Glance:

 

We're excited to bring on a Director, HR Services to join our HR Service Center Team. This individual will provide leadership and direction to ensure results are achieved for their assigned area(s) of responsibility. They will direct and oversee the management of the HR Service Center (HRSC) focusing on the strategic planning and execution of all HRSC communications, correspondence, and operations.

What you'll be doing:

 

Planning/Implementation

 

  • Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.
  • Management and leadership of processes for the continuous improvement of the customer experience. Emphasis is on call quality, quality management, workforce planning, recruiting, coaching, and training.
  • Performance metrics related to inquiry support (e.g. call efficiency, low abandonment rate..) and team success measures (e.g. temporary to employee conversion rates, staffing utilization, acceptable turnover, and financial performance)
  • A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.
  • The Director’s success is measured by the organization’s ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics.

Strategy/Execution

 

  • Executes the vision for the team ensuring the HRSC meets customer and organization needs.
  • Continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities
  • Create and execute plan for human resources in alignment with the HR Business Partners core values as adopted by the broader HR team.
  • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  • Develops a plan to implement a concierge team with within the HRSC to provide a differentiated level of service for select customers

What we're looking for:

  •  
 
  • 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's) (Minimum Required)
  • 7+ Years of 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 (Required)

 

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Work Arrangement:

Hybrid/Office : Employees will work in a Lincoln office generally three days each week and work from home the remainder of the days, following any applicable in-office training period determined by their manager.  

 

 

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
  • Effective productivity/technology tools and training

 

 

 

Lincoln Financial Group provides advice and solutions that help people 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, and 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 company had $324 billion in end-of-period account values as of June 30, 2021.

 

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, and rank among Forbes’ Best Large Employers and Best Employers for Women, and Newsweek’s Most Responsible Companies.

 

 

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Nearest Major Market: Greensboro

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