Director of New Business Operations

Company Overview:

GCU, headquartered in Beaver, Pennsylvania, is a member-owned, not-for-profit insurance and annuity provider that has been serving American families and communities for more than 130 years. GCU protects families through life insurance and annuity products while supporting community service through member programs and charitable activities.

Position Summary:

The Director of New Business Operations leads the department responsible for new business processing and suitability review across GCU's annuity and life insurance product lines. This position is accountable for accurate, timely, and compliant processing from application receipt through policy issue, funding, delivery requirements, and handoff to ongoing policy administration. The Director will lead staff, establish service and quality standards, resolve escalated cases, and serve as a key business partner in GCU's continued modernization of electronic application, workflow, policy administration, and reporting capabilities.

Key Responsibilities:

• Direct the policies, procedures, daily activities, staffing, and performance of GCU's New Business Operations Department.
• Oversee new business processing for fixed annuities, fixed indexed annuities, and life insurance products, including application intake, funding, transfers, 1035 exchanges, replacements, delivery requirements, pending requirements, issue, withdrawals, and declines.
• Own and oversee the suitability review process for annuity applications in accordance with GCU policies and applicable regulatory requirements, including documentation standards, escalations, supervisory review, and case resolution.
• Ensure appropriate administrative controls are completed for application completeness, good-order requirements, agent licensing and appointment status, replacement documentation, premium and transfer requirements, and other pre-issue requirements.
• Provide guidance and escalation support to staff on complex applications, agent inquiries, member concerns, transfer follow-up, suitability matters, and exceptions requiring management review.
• Manage escalated complaints and service concerns involving new business, coordinating with Sales, Compliance, Customer Service, Underwriting, Policy Administration, and executive leadership, as appropriate.

Technology, Process Improvement and Implementation:

• Serve as the business owner for new business workflows within electronic applications, application workflow and imaging, policy administration, reporting, and related operational systems.
• Partner with IT, Vendors, Operations, Sales, and other internal or external partners on requirements, configuration, testing, implementation, defect resolution, and production readiness.
• Lead or participate in user acceptance testing, production validation, post-implementation monitoring, and corrective action for new products, workflow enhancements, and system conversions.
• Develop and maintain front-end validation controls and not-in-good-order (NIGO) rules to improve application quality, reduce manual intervention, and support straight-through processing where appropriate.
• Support electronic data exchange and integration initiatives, including applicable industry-standard messaging, as implemented by GCU.
• Continuously identify opportunities to increase efficiency and modernize operations, improve agent and member experience, strengthen controls, reduce errors, and scale operations to support growth.

Service Quality, Reporting and Controls:

• Establish and monitor service-level standards and key performance indicators, including application turnaround time, issue cycle time, transfer follow-up, aged pending cases, NIGO rates, quality results, workload capacity, and agent responsiveness.
• Analyze trends in application quality, suitability reviews, pending requirements, complaints, defects, and operational risk; implement corrective action through process, training, forms, technology, or communication changes.
• Provide regular reporting and actionable insight to executive leadership regarding production volume, service performance, staffing needs, quality concerns, risks, and implementation progress.
• Maintain current procedures, job aids, training materials, approval authorities, controls, and departmental records to support consistent processing, audit readiness, and business continuity.
• Ensure sensitive applicant and member information is handled in accordance with GCU privacy, information security, records retention, and confidentiality requirements.
• Support compliance reviews, internal audits, regulatory examinations, and information requests involving new business processes or records.

Leadership and Collaboration:

• Recruit, develop, coach, and retain New Business Operations staff; promote cross-training, accountability, service excellence, and a positive working environment.
• Conduct performance evaluations, provide regular feedback, and establish development plans aligned with departmental and organizational objectives.
• Partner with Sales and Distribution leadership to support agents, agencies, broker-dealers, and strategic distribution partners through procedures, training, escalation management, and service-level monitoring.
• Collaborate across GCU to provide a seamless experience for members and distribution partners and to support product launches and strategic initiatives.
• Attend required meetings, represent New Business Operations effectively, and complete other duties or special projects assigned by executive leadership.

Required Qualifications:

• Bachelor's degree or equivalent combination of education and substantial relevant insurance industry experience.
• Five or more years of experience in annuity and/or life insurance new business operations, including demonstrated supervisory or leadership experience.
• Working knowledge of fixed annuities, fixed indexed annuities, 1035 exchanges, replacements, transfer processes, suitability review, application good-order requirements, agent licensing and appointment controls, and policy issue workflows.
• Demonstrated ability to establish service standards, manage operational metrics, resolve escalated cases, develop staff, and improve workflows.
• Strong proficiency with Microsoft Office and the ability to work effectively within electronic application, workflow, imaging, policy administration, and reporting systems.
• Strong written and verbal communication skills, sound judgment, attention to detail, integrity, and the ability to manage confidential personal and financial information.

Preferred Qualifications:

• Experience with life insurance new business and underwriting workflows.
• Experience with Equisoft/OIPA, Hexure FireLight, application capture tools, document management or workflow systems, or comparable technology platforms.
• Experience supporting system conversions, electronic application launches, user acceptance testing, defect remediation, workflow automation, or process transformation initiatives.
• Experience supporting a fraternal benefit society, broker-dealer distribution, independent marketing organization relationships, or other multi-channel insurance distribution.
• Insurance license or insurance industry designation, such as LOMA, FLMI, ACS, AAPA, or comparable credential.

Additional Information:

Operational Hours: 8:30 a.m. to 5:00 p.m. Eastern Time, Monday through Friday

Reports To: Chief Operating Officer/Chief Marketing Officer

Benefits and Total Rewards:

• Competitive salary commensurate with experience.
• Medical, dental, and vision benefits.
• Paid time off and paid holidays.
• Employer-sponsored pension plan provided at no cost to eligible employees.
• 401(k) retirement savings plan.
• Professional development opportunities and a supportive work environment focused on service, collaboration, and work-life balance.

Equal Employment Opportunity:

GCU is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religious creed, religion, ancestry, national origin, sex (including pregnancy, sexual orientation, and gender identity), age, disability, genetic information, military or veteran status, or any other status protected by applicable law. GCU provides reasonable accommodations to qualified applicants and employees with disabilities in accordance with applicable law.

This job description is intended to describe the general nature and level of work performed by the employee assigned to this role. It is not intended to be an exhaustive list of all responsibilities, duties, qualifications, or working conditions. Responsibilities may be modified to meet the needs of GCU.

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: Hybrid remote in Beaver, PA 15009