Operations Manager - CRUMP Team, Life Underwriting & New Business

Date: Jul 12, 2019

Location: Hartford, CT, US

Company: Lincoln Financial

Alternate Locations: Hartford, CT (Connecticut)

Relocation assistance is not available for this opportunity.

Requisition #59542

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.


The Role


As the Operations Manager in our Life Solutions, Underwriting and New Business area, you will be responsible for managing the operations of an assigned cross functional team, who is responsible for collecting essential information for completing a life insurance application and all aspects of new business processing for our Distribution partners. You will manage the quality of the service and the cost efficiency of the processing. In addition, you will be a resource for key business partners, vendors as well as appropriate internal stakeholders.




  • Manages the team of New Business Associates and ensuring workloads are appropriately balanced among team members.  
  • Establishes and implements individual and team priorities, performance goals and objectives to ensure task completion for New Business functions.
  • Manages and evaluates individual/team performance and takes appropriate action to meet and/or exceed performance standards for New Business.
  • Manages budget and expenses associated with providing service, to ensure cost efficiency for New Business
  • Analyzes report (e.g., audit, production, quality) to determine trends and develops appropriate resolution actions such as training or other needs.
  • Develops and analyzes the team’s daily metrics and individual reports.


  • Collaborates and communicates with broader Underwriting and New Business organization including the shared services teams.
  • Interfaces with Distribution partners and customers (field)
  • Provides timely updates to appropriate Underwriting stakeholders
  • Identifies and recommends continuous improvement that significantly reduces workloads or improves quality across New Business

Organizational Effectiveness

  • Manages and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within New Business.
  • Builds organizational capability within New Business
  • Consults with internal key stakeholders to determine and/or ensure service levels meets or exceeds customer satisfaction

Talent Management

  • Ensures that top talent is hired and retained for New Business
  • Provides training and development opportunities, including stretch assignments, for team members and gives honest and open feedback to aid in the development of talent.
  • Develops and mentors New Business Associates, by overseeing their performance, quality and their growth into excellent team members who understand all aspects of the business.  Identifies developmental needs and develops remediation actions as needed.

Industry/Technical Knowledge

  • Maintains knowledge on current and emerging developments/trends for New Business, assess the impact, and collaborates with management to incorporate new trends and developments in current and future solutions.
  • Serves as a resource to team members and internal/external stakeholders on more complex assignments and projects for New Business
  • Analyzes regulatory reports to determine trends, develop and executes remediation action plans for identified deficiencies.





  • 4 year/Bachelor’s Degree or equivalent work experience (4 years of experience in lieu of Bachelors)
  • ACS designation a plus




  • 5+ years of progressive insurance operations experience that directly aligns with the specific responsibilities for this position, including 2+ years of managerial, supervisory, and/or demonstrated leadership experience.
  • Knowledge and experience with individual life insurance operations, procedures and administration systems strongly preferred.
  • A demonstrated track record of consistently meeting and/or exceeding performance expectations
  • Possesses a bias for action and avoids workplace distractions.
  • Drives performance targets to completion





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: Hartford

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