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Lincoln National Corporation

AVP, Life Customer Services

Lincoln National Corporation - Greensboro, NC

AVP, Life Customer Services

in

Greensboro

North Carolina

Alternate Locations: Concord, NH (New Hampshire); Greensboro, NC (North Carolina)

Relocation assistance is not available for this opportunity.

Requisition #41641

About the Company

Lincoln Financial Group provides advice and solutions that help empower people to 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, as well as to 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 Role

The AVP, Life Customer Services will contribute and develop strategies, and prioritize business, teams and individual objectives based on the department vision/mission/goals. S/he will ensure that decisions align with department vision and strategy, and will lead the organization in transforming business processes, enhance the control environment, develop leaders, and leverage continuous improvement skills while demonstrating a strong customer centric philosophy.

Responsibilities

Contributes to developing strategies with substantial impact to successfully deliver operations and enhance the customer experience with focus on enhanced Service Delivery in Written Communications, Non-Financial, Returned Mail, and Data Quality teams

Anticipates and provides strategies/solutions to complex department problems or trends

Leads a cross-site, operational team(s) and individual contributors

Translates strategy into high-performing goals, combines urgency and a bias for action with appropriate planning and reporting of results

Designs business processes & systems to drive operational & financial performance within Life Customer Service

Creates annual business plan & budget; identifies opportunities to reduce costs, enhance effectiveness, ensure quality & increase customer satisfaction

Partners with internal stakeholders to support Service Delivery utilizing continuous improvement skills and optimizing business processes.

Partners with Distribution leaders to develop creative solutions to complex customer issues

Supports LCS build out of Digital and Customer Experience initiatives; includes other stakeholders in planning; leverages knowledge of financial drivers to influence leaders and gain support

Leads strategic project team responsible for product changes, testing, and organizational readiness communications across LCS

Directs execution of departmental strategy, policy, and goals

Recommends course of action based on technical knowledge & skills, delivers information requiring considerable interpretation

Supports front-line management in building a culture of empowerment, ownership & accountability, leveraging technology & tools to create an efficient end-to-end service experience

Establishes change leadership practices & processes; supports senior management in shaping change initiatives and keeping initiatives ‘on target’ as the implementation process unfolds

Maintains policy administration practices that ensure integrity of customer data and department’s adherence to privacy guidelines

Builds strong relationships with key internal stakeholders involving high levels of trust & integrity through repeated positive outcomes and superior on-going responsiveness & support

Serves as Complaint team liaison for DOL, social media, and consumer complaints managed thru the Office of the President

Maintains industry expertise and facilitates staff engagement to create a fulfilling work & customer experience

Experience and Education

10 Years experience in the financial services industry that directly aligns with the specific responsibilities for this position, including 3 years of managerial, supervisory and/or demonstrated leadership experience operations or service (Required)

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

#LI-JD1

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.

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.

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. Opportunities throughout LFG are available to employees and applicants and are evaluated on the basis of job qualifications. We have a drug free work environment and we perform pre-employment substance abuse testing.

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Lincoln Financial Group

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7 days 18 hours ago

Lincoln National Corporation

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AVP, Life Customer Services Lincoln National Corporation - Greensboro, NC, United States

   

Location: Greensboro, NC

Company Profile:
Founded in 1905 with the endorsement of Abraham Lincoln’s son, Robert Todd Lincoln, Lincoln Financial Group is the first and only company to carry Abraham Lincoln’s name, image and ideals at the heart of our brand. For more than a century, we’ve advanced President Lincoln’s inclusive vision and values by building an honest, dependable financial services company. We're dedicated to helping Americans secure better, more optimistic futures for themselves and their loved ones.