Northwestern Mutual · 2 hours ago
Manager Advanced Markets Customer Service
Milwaukee, WI
Full-time
Onsite
Mid, Senior Level
$78K/yr - $145K/yr
7+ years expNorthwestern Mutual is a leading financial services company, and they are seeking a Manager for their Advanced Markets Customer Service team. This role involves overseeing a team dedicated to servicing clients in the Advanced Market space, ensuring operational excellence, and fostering cross-functional collaboration.
AdviceConsultingEmployee BenefitsFinanceFinancial ServicesInsuranceLife InsuranceWealth Management
Responsibilities
The role involves overseeing a team of customer service professionals dedicated to servicing clients in the Advanced Market space
This includes supporting top field advisors, business clients, and those involved with corporate trusts and cash value lending programs
The manager is responsible for day-to-day operations, including managing workloads, employee development, and overall performance
Responsibilities also extend to hiring and onboarding new staff, ensuring efficient and high-quality service delivery, and fostering team engagement
This is achieved by clearly communicating the team’s purpose, success metrics, timelines, expectations, and clarifying individual roles
The manager must demonstrate strong creative thinking skills, offering innovative solutions to address the unique needs of a sophisticated client base
Duties include reviewing, prioritizing, and managing escalated issues, collaborating across functions as needed to identify and recommend the most appropriate solutions
The role requires overseeing staff schedules, performance, budgets, unit costs, and quality assurance programs to consistently meet service and quality standards in a cost-effective manner
Collaboration is key, both internally and externally
The manager works with internal customers, external third-party administrators, vendors, and across departments to resolve issues
Special attention is given to handling the servicing needs associated with Specialty Markets, including BOLI (Bank-Owned Life Insurance) and COLI (Corporate-Owned Life Insurance), and supporting conservation efforts
The manager must ensure all internal controls, regulatory, and supervisory requirements are met
The position includes acting as a project owner, subject matter expert, contributor, or lead on various divisional projects and enhancements from conception through completion
This involves managing scope, timelines, and budgets while ensuring all documentation and compliance procedures are followed
The manager is also responsible for leading change management initiatives throughout the organization
Regular interaction with third-party administrators, strategic vendors, and business system teams is required to meet Advanced Market client needs
The manager must communicate effectively across all levels of the organization, address and resolve conflicts, manage ambiguity, and make independent, high-quality decisions
A focus on identifying and implementing process or technology improvements is essential to lower unit costs and enhance the customer experience
The manager assists senior leadership with succession planning by identifying emerging leaders and fostering the development of all team members to their highest potential
Keeping up with industry developments and proactively communicating necessary information to internal teams and network offices is also expected
Additional responsibilities may be assigned as needed
Qualification
Required
Bachelor's degree with an emphasis in business, operations management, or related field, or equivalent work experience
Strong working knowledge of NM field and Advanced Market clients, how they operate, and their unique servicing needs. Ability to build rapport and think creatively to solve the needs of these sophisticated clients
Minimum of two years in an operational management leadership position with proven management, human relations, and interpersonal skills necessary to manage a group of people
Minimum of seven years of related experience to include in-depth knowledge and design/implementation of operational procedures and policies
Technical knowledge of the operational aspects related to financial services, life products, and institutional clients
Demonstrated ability to apply knowledge across complex business areas and manage projects and teams
Strong business acumen and demonstrated ability to learn new business concepts and procedures
Proven ability to be responsive to changing business needs, manage and prioritize concurrent assignments, and handle ambiguity
Ability to focus and deliver proactively in a dynamic, multi-tasking, fast-paced environment
Demonstrated ability to anticipate future business consequences and trends
Experience working with internal and external customers towards meeting or exceeding customer expectations
This position has been classified as a Registered Representative under NMIS guidelines and requires fingerprinting
Series 26 - FINRA, Series 6 - FINRA, SIE - FINRA
Benefits
Flexible work schedules
Concierge service
Comprehensive benefits
Employee resource groups
Company
Northwestern Mutual
Northwestern Mutual delivers financial security to millions with life, disability income and long-term care insurance, and investments.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Timothy Gerend
Chairman, President and CEO
Phil Odella
COO/CFO
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