POSITION OVERVIEW:

The Sales Operations Support Manager is responsible for developing, overseeing and driving a superior operational support model for Global Atlantic Individual Markets wholesalers, financial professionals, and firm back-office representatives. The manager will be focused on delivering an exceptional support model through smooth and effective Operations service support and issue resolution while overseeing the resource allocation and workflow of all day to day activities. Additionally, the manager is responsible for leveraging data to track trends and manage team members.

The day-to-day responsibilities for the Sales Operations Support Manager are:

• Oversight of service and operations related requests submitted via Global Atlantic’s distribution team, Firm back offices and/or Operations partners.
• Build strong relationships with GA Sales organization and distribution partners to create an environment of collaboration and open dialogue
• Manage a team of Escalation Specialists dedicated to interacting with Internal Sales, Financial professionals and Firm back-office professionals, for end-to-end management of Operations related requests
• Develop and document service strategy, direction and policies for team
• Develop, implement and monitor team’s performance and progress towards customer service metrics and performance deliverables
• Drive service and process improvement initiatives based on feedback and data
• Develop strong partnerships with key stakeholders throughout organization – Sales, Product, Legal and Compliance and maintain strong relationships with the Internal and External Wholesaling team and sales desk managers
• Prepare and deliver presentations on key service indicators and initiatives
• Partner with Operation’s training lead in identifying training needs and opportunities for improvement for both Internal Global Atlantic employees and TPA staff

QUALIFICATIONS:

• A Bachelor’s degree, and/or equivalent experience
• Over 2 years of related experience in Annuity or Life Operations
• Strong focus on delivering positive client experiences
• Ability to conduct data gathering and analysis activities
• Self-starter with the ability to analyze situations and develop solutions to problems with minimal supervision
• Strong research, problem solving, analytical and project management skills
• Strong organizational skills with the ability to prioritize multiple tasks and manage time effectively
• Outstanding interpersonal skills to motivate and lead a team through the resolution of a problem
• Detailed knowledge of the systems and processes utilized within Global Atlantic and Annuity or Life Operations
• Proven leadership skills with the ability to influence others
• Possesses and displays excellent verbal and written communication with the ability to communicate with team members at various levels, including business leaders
• Strong level of adaptability, work ethic and high level of personal integrity and accountability
• 10% - 15% traveling
• This position is not eligible for visa sponsorship now or in the future

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