What are the responsibilities and job description for the Operations Manager - Customer Engagement Center position at American United Life Ins Co?
At OneAmerica Financial, our purpose is to create more certainty for our customers that leads to better moments, every day. Our commitment is to advance stability and growth in every solution and relationship. We deliver financial strength that builds for generations, and we are always aspiring, looking ahead, and collaborating to achieve more, together. Come be a part of this journey with us as we champion lives!
Job Summary
The Operations Manager leads teams by translating strategic goals into actionable operational processes, ensuring alignment with the Empowerment With Accountability (EWA) framework. This role is pivotal in optimizing customer experience, maintaining performance standards, and fostering associate development across multiple functional areas. The Operations Manager oversees operations within the Individual Life Financial Services (ILFS) environment, which includes diverse systems, products, and companies—ranging from legacy contracts to newly issued products. Effective communication across all organizational levels and with external stakeholders is essential.
What you will do:
This role will support our Customer Engagement Center Team within our Individual Life Financial Services (ILFS) business area. This includes the following:
- Coaching, mentoring, workforce development
- Ensuring Team is properly staffed
- Ensures associates are trained properly
- Drives efficiencies and process improvement
- Integrating EWA into daily operations
- Managing escalations and resolving issues
- Aligning team capabilities with forecasted volumes
- Achieving service level and performance metrics
- Supporting peers and cross-functional collaboration
- Monitors call quality
- Leading or contributing to projects and process improvements
What you will need:
- College degree in Business Administration, Insurance, or related field required.
- 3-5 years of experience in management role with direct reports
- 2-3 years of call center experience
- Strong leadership and team management skills
- Excellent analytical, problem-solving, and decision-making abilities
- Deep understanding of insurance processes and regulatory requirements
- Proficiency in operational software and data analysis tools
- Experience with Five9 phone system preferred but not required
- Exceptional communication and interpersonal skills
- Equivalent combinations of education and experience considered
Salary Band: 6A
#LI - SC1
This selected candidate will be expected to work hybrid in Indianapolis, IN. The candidate will also be expected to physically return to the office in IN as business needs dictate or for team-building and collaboration.
If you are offered and accept this position, please be advised that OneAmerica Financial does not have any offices located in the State of New York and OneAmerica Financial associates are not permitted to work remotely in the State of New York.
Disclaimer: OneAmerica Financial is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.
For all positions:
Because this position is regulated by the Violent Crime Control and Law Enforcement Act, if an offer is made, applicants must undergo mandated background checks as a condition of employment. Such background checks include criminal history. A conviction is not necessarily an absolute bar to employment. Consistent with applicable regulatory guidelines and law, factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered.
To learn more about our products, services, and the companies of OneAmerica Financial, visit oneamerica.com/companies.