Job Purpose The Senior Operations Manager (internally referred to as the Business Process Owner) has ownership for the technological and manual support of a predetermined set of business processes. Ownership includes the creation of the workflow, procedures utilized to support it, establishing service level agreements (SLAs), directing work and resources to meet SLAs, and identifying technological and manual solutions to improve efficiency and customer experience, and reduce expenses. This position works collaboratively with other BPOs to maintain alignment of SLAs, training, and resources to achieve both corporate and Operations goals. From both a manual and technological front, the role is responsible for adjusting and maintaining business processes based on regulatory changes and those related to corporate initiatives and customer feedback. This position is responsible for leading at both the associate and management level by executing on strategic direction for multiple teams of associates. The BPO also leads and provides development opportunities for Business Process Managers (BPMs) and associates. Essential Responsibilities Knowledge acquisition of existing technologies (inputs, rules, workflow, and outputs) utilized to support owned processes. Provides oversight to the BPMs with personnel actions to include hiring, performance management, corrective action and terminations as necessary. Provides coaching to the BPM’s in addition to identification of development opportunities and stretch assignments. Analyzes business processes and utilizes both real-time and on-going/historical metrics to support active management of skills. Analyzes service experience metrics and customer feedback to identify and drive needed improvements to owned processes. Identifies the required resources necessary to support Jackson’s service level agreements (SLAs) and allocates them appropriately. Collaborates with BPOs and Operations Command Center across Operations to leverage existing technologies and to load balance resources ensuring Operations overall health and effectiveness. Provides teams with direction through goal setting and establishing and improving departmental business processes. Collaborates with other teams/management in support of Operation’s strategic goals. Actively manages workflows and processes, identifying process improvements and technology based solutions to drive efficiency gains. Effectively evaluates requested changes (i.e. regulatory, corporate initiatives, customer feedback) for both technological and manual needs. Performs as project owner and manager for assigned processes and other Operation’s initiatives. Provides technological requirements and business expertise to work extensively with IT and other departments to successfully define and drive projects to completion. Utilizes deep expertise within own and others processes to understand the underlying technological and manual connectivity between individually owned and other-owned processes that will be impacted by process improvements/changes. Leads teams on large scale Operations projects and initiatives. Develops complex project plans which identify key issues, problems, approaches, performance metrics and resources required. Facilitates the development and ongoing maintenance of volume-related forecasting and ensures team’s alignment with Operation’s strategic goals. Evaluates and works with BPMs to allocate staff resources appropriately to maintain Jackson SLAs, including Strategic Support Associates. Leads communications associated with rules and resource allocation. Other Duties Performs other duties and/or projects as assigned. Knowledge, Skills and Abilities The ability to master the knowledge associated with a variety of technology based applications including: how the application operates in terms of real time, batch/cycles, inputs, edits, outputs, and balancing. The ability to visualize, document, and communicate technology based workflows in an “end to end” manner. Ability to effectively perform all duties of the Business Process Manager. Excellent leadership skills with ability to develop staff through coaching, training, and support. Production management ability ensuring intraday and week completion of required work. Excellent verbal and written communication skills. Proven ability to accept, adapt and implement change in an ever-changing environment. Ability to lead change initiatives and communicate in a positive manner. Strong ability to think creatively, identify and implement improvements to processes and procedures to increase customer satisfaction and reduce expenses. Excellent decision making skills that can be applied in a fast-paced environment. Highly analytical with ability to solve complex problems that include the application of both good business sense and common sense. Strong ability to proactively define, set, implement and monitor procedures. Strong ability to delegate effectively. Ability to effectively manage projects and drive to completion within deadlines. Excellent interpersonal skills with ability to communicate effectively across all levels within the organization and external customers. Excellent organizational and prioritization skills. Strong ability to multi-task and be flexible. Expert knowledge of processes and business rules, which may include proficiency with:• Jackson’s administrative systems• Products• Distributor rules• Tax laws• State and Federal regulatory rules Strong knowledge of financial services or insurance industry business operations. Ability to work beyond core hours as necessary. Qualifications Bachelor's Degree in a business related field or equivalent experience required. 5 years of business experience required. Insurance or financial services industry experience preferred. 3 years of management experience required. Project management experience required. Series 6 and 26 may be required based on specific department requirements. We don't just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Jackson is proud to be an equal opportunity workplace. The Company subscribes to and endorses federal and state laws and regulations relating to equal employment opportunity for all persons without regard to race, color, religion, gender, age, national origin, legally-recognized disability, marital status, legally-protected medical condition, citizenship, ancestry, height, weight, sexual orientation, veteran status, or any other factor not related to the needs of the job. The Company is committed to a policy of equal opportunity. Company facilities and campuses are tobacco-free environments.