Supervisor- Service Operations

Job Symmary

GBU Life, a life insurance and annuity company, is seeking a highly adaptable and motivated professional to join our Service Operations team. The primary focus will be on Mail Room and Logistics Coordination and will evolve into broader Service Operations and Project/Program Management.

DUTIES AND RESPONSIBILITIES:Mail Room & Logistics Coordination:

• Oversee incoming and outgoing mail, ensuring timely processing and accurate document handling.
• Manage operational logistics, including document tracking, scanning, and distribution to ensure workflow efficiency.
  
  

Project & Program Support:

• Assist in tracking project timelines, documentation, and coordination of operational initiatives.
• Work closely with management to identify process improvement opportunities and enhance efficiency across service operations.
• Support the implementation of new tools, automation, and best practices to optimize workflows.
  
  

Collaboration & Continuous Improvement:

• Act as a key liaison between Service, Underwriting, Product, and IT teams to drive operational excellence.
• Analyze trends in call center and backoffice performance metrics, making recommendations for improvements.
• Contribute to ongoing training and development initiatives to enhance knowledge and efficiency across teams.
• Identify and implement process improvements to streamline operations, reduce errors, and enhance turnaround times.
  
  

New Annuity Issue Processing & Service Operations:

• Process new annuity applications, ensuring accuracy, compliance, and timely issuance.
• Collaborate with internal teams, distribution partners, and advisors to resolve issues and facilitate contract delivery.
• Respond to inquiries related to new business applications and annuity policies, providing highquality customer support.
• Provide backup support for customer inquiries, policy servicing, and administrative tasks.
  
  

Properly adheres to company risk management principles:

• Adhering to and supporting GBU’s Enterprise Risk Management Framework.
• Understanding and complying with applicable laws, regulations, policies and procedures; completing all required training; executing and monitoring controls effectively (as applicable); appropriately identifying, assessing, escalating and remediating risks, potential issues and control failures (as applicable); and reporting compliance or regulatory concerns to management.
• Understanding and conducting oneself in accordance with the Employee Handbook and preserving GBU’s brand and reputation.
• Performs other related duties as assigned by management.
  
  

QUALIFICATIONS:

• Bachelor’s degree in Business Administration, Finance, or a related field (or equivalent experience).
• 2 years of experience in annuity operations, customer service, or financial services administration.
• Familiarity with life and annuity products, processing systems, and compliance requirements.
• Strong proficiency in Microsoft Office (Excel, Outlook, Word) and experience with CRM, workflow, or case management tools.
• Ability to adapt to multiple functions and responsibilities, demonstrating a proactive and solutionoriented mindset.
• Strong organizational skills with attention to detail and ability to manage competing priorities.
• Experience with workforce management tools, project coordination, or process automation.
• Knowledge of mailroom operations, logistics, or document handling in a financial services environment.
• Six Sigma or Lean certification is a plus.
  
  

OUR BENEFITS: