Manager, Annuity New Business Operations

JOB SUMMARY

The Manager, Annuity New Business Operations provides strategic and operational leadership for GBU Life’s annuity new business function. This position is responsible for the operational performance, process excellence, workflow management, and continuous improvement of the end-to-end annuity application and issuance process.

The Manager leads teams and operational initiatives that support efficient, accurate, compliant, and customer-focused processing of annuity business. This role evaluates operational processes, identifies opportunities to improve efficiency and quality, supports technology adoption and automation, and partners with business and technology leaders to enhance the overall new business experience.

The position requires a strong operational background within the financial services or insurance industry, demonstrated process improvement experience, and the ability to lead teams and cross-functional initiatives in a regulated environment. Experience with Pega or similar workflow and business process management platforms is preferred.

DUTIES AND RESPONSIBILITIES

Team Leadership and Operational Management

• Lead, coach, and develop the new business team, setting clear performance expectations and providing training, feedback, performance management, and cross-training to build capability and accountability.
• Provide leadership and direction for daily annuity new business operations, including workload management, prioritization, capacity planning, and resource allocation.
• Foster a culture of collaboration, continuous improvement, and operational excellence, ensuring employees have the product, process, system, and regulatory knowledge to perform effectively. Annuity New Business Operations
• Oversee the end-to-end annuity application and issuance process, including electronic submissions, application review, requirements management, processing, and policy issuance, ensuring accurate, timely service for internal and external customers.
• Maintain effective procedures, workflows, and operational handoffs to meet service and quality standards and address bottlenecks, processing delays, and recurring issues.
• Resolve complex or escalated processing issues and collaborate with internal partners, agents, brokers, distributors, and vendors to support an effective customer experience. Performance and Continuous Improvement
• Establish and monitor key performance indicators for turnaround time, service levels, accuracy, productivity, workload, capacity, quality, and customer experience; report results, risks, and action plans to leadership.
• Use operational data and employee and customer feedback to identify root causes, simplify processes, reduce manual work, and improve outcomes; measure the effectiveness and sustainability of changes.
• Partner with Technology and business stakeholders on workflow redesign, automation, digitization, and straight-through processing, supporting system enhancements, testing, implementation, and adoption. Compliance and Risk Management
• Ensure annuity new business operations comply with applicable federal and state regulations, including state-specific annuity requirements, anti-money laundering (AML) guidelines, suitability requirements, and company policies and procedures.
• Support GBU’s Enterprise Risk Management Framework; complete required training, execute and monitor operational controls, and identify, assess, escalate, and remediate risks, issues, and control failures.
• Conduct oneself in accordance with the Employee Handbook and preserve GBU’s brand and reputation.
• Maintain current knowledge of annuity products, industry practices, technology, and applicable regulations, and participate in initiatives supporting GBU’s growth and transformation objectives.
• Perform other related duties as assigned by management.

QUALIFICATIONS

• Bachelor’s degree in Finance, Business Administration, Operations Management, Insurance, or a related field preferred.
• 8+ years of experience in financial services, insurance, annuity operations, banking operations, or a related regulated financial services environment.
• 4+ years of experience in a leadership or managerial role with responsibility for teams, operations, or business processes.
• Demonstrated experience leading operational functions within the financial services or insurance industry.
• Strong operational background with experience managing workflows, workload and capacity planning, service levels, quality, productivity, and operational controls.
• Demonstrated experience leading process improvement initiatives and identifying opportunities to increase efficiency, reduce risk, and improve the customer and employee experience.
• Strong analytical and problem-solving skills, with the ability to use data to evaluate operational performance and develop practical solutions.
• Strong interpersonal, communication, organizational, and leadership skills.
• Knowledge of risk management, operational controls, and compliance requirements within a regulated financial services environment.
• Ability to manage multiple priorities and effectively lead through operational and organizational change.

PREFERRED QUALIFICATIONS

• Experience with Pega, case management, workflow automation, or similar business process management platforms.
• Experience implementing or optimizing digital workflows, automation, straight-through processing, or electronic application processes.
• Experience with Lean, Six Sigma, Kaizen, or other continuous improvement methodologies.
• Experience leading large-scale operational transformation, technology implementation, or process redesign initiatives. OUR BENEFITS
• Medical, Dental Vision
• Company Paid HRA
• 401(k) + Match
• Pension Plan
• Paid FMLA
• Long-Term & Short-Term Disability
• Life Insurance & AD&D
• PTO and VTO (Volunteer Time Off)