Operations Relationship Manager

Job Summary

The Operations Relationship Manager will serve as the primary liaison between F&G Operations and back offices of mid-tier bank/broker dealer channel for our annuity line of business as well as the Life and Annuity business in our IMO channel.  This role will also be accountable for high service standards with our distributor firms and advisors by adhering to service resolution time, establishing and enhancing advisor loyalty, and improving overall customer satisfaction. Based on distributor feedback and service recovery issues, this position will collaborate with Relationship Management leadership to recognize trends, discuss solutions to systemic issues and procedural improvements and communicate potential changes to distributors.

Duties and Responsibilities

• Partners with Operations, IT, Shared Services and other business units as needed to recognize trends, resolve systemic issues, and drive procedural improvements
• Develops and maintains a strong strategic relationship both internally at F&G as well as externally within the industry
• Acts as the primary point of escalation for operational issues raised to and from the back offices of our distribution partners.
• Collaborates with the Relationship Management (RM) team to provide proactive and regular communication of changes to policies and procedures, project initiatives, and performance metrics
• Leads small, short-term projects to enhance the distributor experience
• Helps communicate the need for operational improvements, and collaborates with the RM team based on feedback from our distribution partners and internal feedback from the F&G's Operations teams & other internal departments/customers
• Understands the operational needs of key distributors and communicates their views within the RM team
• Escalates service issues efficiently, communicate resolution on issues, and take actions toward service recovery
• Accountable to drive positive impact toward low effort, high satisfaction service for our customers
• Adheres to Operations Relationship Management strategy in alignment with F&G strategic priorities
• Travel possible (up to 10%)

Experience and Education Requirements

• AA or BA degree preferred. Relevant experience considered in lieu of degree.
• 3-5 years of financial service experience or life insurance, annuity, retirement plans
• 2-3 years of customer service/relationship building experience

Preferred Experience

• Proficient understanding of the annuity broker-dealer operations, and experience serving distributing intermediaries preferred.

Skills and Abilities

• Team player and excellent collaborator with internal and external partners and works effectively to get things done, building and nurturing strong relationships.
• Ability to manage competing priorities and facilitate agreement on priorities when necessary.
• Ability to establish and influence business relationships.
• Ability to work on teams, and independently, in a fast-paced environment.
• Is an enthusiastic, highly motivated self-starter with a strong work ethic and intense focus on results, acting in the best interest of the client.
• Displays passion, commitment and drive to deliver an experience that improves our clients' experience with F&G.
• Communicates effectively and confidently, verbal and written, and is comfortable engaging distributors.
• Has the ability to learn and adapt to new information and technology platforms.
• Applies strong critical thinking and problem-solving skills to meet clients' needs.

Other Requirements

• Perform other functions, duties and projects as assigned
• Regular and punctual attendance
• Travel possible (up to 10%)

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