Senior Digital Operations Manager Jobs in Raleigh, NC

Description

Company Description:

Aspida is a tech-driven, nimble insurance carrier. Backed by Ares Management Corporation, a leading global alternative asset manager, we offer simple and secure retirement solutions and annuity products with speed and precision. More than that, we're in the business of protecting dreams; those of our partners, our producers, and especially our clients. Our suite of products, available through our elegant and intuitive digital platform, focuses on secure, stable retirement solutions with attractive features and downside protection. A subsidiary of Ares Management Corporation (NYSE: ARES) acts as the dedicated investment manager, capital solutions and corporate development partner to Aspida.  For more information, please visit www.aspida.com or follow them on LinkedIn. 

Who We Are:

Sometimes, a group of people come together and create something amazing. They don't let egos get in the way. They don't settle for the status quo, and they don't complain when things get tough. Instead, they see a common vision for the future and each person makes an unspoken commitment to building that future together. That's the culture, the moxie, and the story of Aspida.

Our business focuses on annuities and life insurance. At first, it might not sound flashy, but that's why we're doing things differently than everyone else in our industry. We're dedicated to developing data-driven tech solutions, providing amazing customer experiences, and applying an entrepreneurial spirit to everything we do. Our work ethic is built on three main tenets: Get $#!+ Done, Do It with Moxie, and Have Fun. If this sounds like the place for you, read on, and then apply at aspida.com/careers.

What We Are Looking For:

This dynamic role is responsible for oversight of Aspida Operations. This individual will work closely with all departments in Operations including New Business/Premium Remittance, Licensing/Commissions, Client Support, Producer Support, and Claims. This is a hands-on managerial role in a growing organization. Individuals who will be successful in this role do not mind diving into the details and are willing to handle any and everything a team member on the frontlines may handle on any given day. This role will directly supervise leaders in each department so must have a strong coaching and motivation background. Individuals in this role must be a proactive problem solver with clear and concise communication skills. Must be highly motivated and energetic with the capacity to stay organized and retain many fine details and business rules for multiple departments. This role reports to the SVP, Chief Experience Officer and is required to be onsite 3 days a week at our Durham, NC headquarters. 

What You Will Do:

• Act as expert within the operations team on industry trends and educate the appropriate departments on best practices, make process improvement recommendations, and work with department leads to develop metrics for turnaround time, volume, and accuracy. 
• Supervise operational performance of the contact center ensuring an extraordinary experience for all who engage with Aspida. 
• Maintain an in-depth working knowledge of all Aspida offerings, systems, processes, and business rules. 
• Handle escalated issues to completion ensuring internal and external customer satisfaction. Work closely with leads and frontlines to ensure collaboration between departments when facing escalations. Communicate through appropriate channels when challenges are discovered that will impact the success of Operations and Aspida. Provide remediation suggestions and be willing to monitor improvement process to completion. 
• Develop initiatives and goals that will challenge team members and motivate to success. Collaborate and coach department leads on performance, productivity, and quality of work. 
• Review and approve or deny client withdrawal requests ensuring no fraudulent activity red flags are present, client has been properly notified of any fees or tax implications, and withdrawal is within specifications for client's contract. 
• Manage hiring process within Operations including reviewing resumes, screening applicants, and providing recommendations for hire to management. 
• Effectively mentor and develop employees through training, establishing objectives and communicating policies and procedures while building employee morale, motivation, commitment.
• Take ownership and prioritize employee engagement and be an active participant in building Aspida workplace culture. 
• Lead and be an active participant in all Operations meetings, standups, and communications. Work to ensure all team members have the necessary knowledge needed to handle their responsibilities in fast, efficient, and accurate manner. 

What We Provide:

• Salaried, DOE
• Relocation available
• Full-Time
• Full  Benefits Package Available

What We Believe:

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

At Aspida Financial Services, LLC, we are committed to creating a diverse and inclusive environment and are proud to be an equal opportunity employer. As such, Aspida does not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above listed items.

Requirements

What We Require:

• Bachelor's Degree with a minimum of 3-5 years managerial experience. Contact center, insurance or financial industry experience required. 
• Extensive Annuity and Qualified/IRA plan experience. 
• Must have NC Life License
• Clear and concise verbal and  written communication skills.
• Ability to thrive in a fast-paced team environment and maintain positive energy in the face of adversity.
• Proven ability to motivate, lead and collaborate with others. 
• Strong PC skills including all Microsoft Office Software. 
• Demonstrate dependability and reliability. 
• Strong, empathetic leader. 
• Experience working on multiple projects at once.
• Exceptional attention to detail.