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Job Details

AVP Claimant Excellence and Flex Operations

Philadelphia, PA, United States

Posted on
Sep 13, 2021

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Job Information
Lincoln Financial Group
AVP, Claimant Excellence and Flex Operations
Alternate Locations:
Charlotte, NC (North Carolina); Atlanta, GA (Georgia); Boston, MA (Massachusetts); Concord, NH (New Hampshire); Dover, NH (New Hampshire); Fort Wayne, IN (Indiana); Greensboro, NC (North Carolina); Omaha, NE (Nebraska); Philadelphia, PA (Pennsylvania); Phoenix, AZ (Arizona); Portland, ME (Maine); Scottsdale, AZ (Arizona)
Work Arrangement:
Relocation assistance is not available for this opportunity.
Requisition #:
About The Company
Lincoln Financial Group, a Fortune 250 company with over 10,000 employees, provides advice and solutions that help empower Americans to take charge of their financial lives with confidence. Our core business areas — Life Insurance, Annuities, Retirement Plan Services and Group Protection — focus on supporting, preserving and enhancing over 17 million customer’s lifestyles and retirement outcomes.
Headquartered in Radnor, Pennsylvania, Lincoln Financial Group is the marketing name for **MEMBERS ONLY**SIGN UP NOW***. (NYSE: LNC) and its affiliates. The company had $238 billion in assets under management as of December 31, 2018.
Ranked one of the Best Large Employers in America by Forbes magazine, Lincoln Financial Group makes a serious investment in our employees’ futures through a broad range of wealth accumulation and protection plans, health and wellness programs, and career development resources designed to help each individual reach their personal and professional goals.
Be Aware of Fraudulent Recruiting Activities
If you are interested in a career at Lincoln, we encourage you to review our current openings and apply on our website. Lincoln values the privacy and security of every applicant and urges all applicants to diligently protect their sensitive personal information from scams targeting job seekers. These scams can take many forms including fake employment applications, bogus interviews and falsified offer letters.
Lincoln will not ask applicants to provide their social security numbers, date of birth, bank account information or other sensitive information in job applications. Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or conduct interviews utilizing video chat rooms. We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video or in-person interview. Please contact Lincoln's fraud team at **** if you encounter a recruiter or see a job opportunity that seems suspicious.
The Role at a Glance:
The AVP, Claimant Excellence and Flex Operations is responsible for the overall leadership and direction of the Claimant Excellence teams as well as partnering collectively to ensure successful service outcomes for the broader organization. The teams provide services which may span across multiple product lines, markets and/or channels. The position is focused on providing service excellence to all our customers and on delivering competitive, operationally efficient, and compliant services that place Lincoln at the forefront of the industry.
What you'll be doing:
Develops and plans strategies, anticipating what is ahead; and prioritizes business, team and individual objectives based upon the enterprise and business vision, mission, values and goals.
Ensures team members understand the strategic implications of decisions, monitoring and execution of the decisions taken.
Establishes and controls methods to assure compliance with state and federal regulations, and legal and audit requirements. Ensures the effective and efficient management of the day-to-day operations.
Establishes service metrics that meet or exceed customer expectations. Operate within budget and continually seek opportunities to contain cost.
Ensures effective customer relations with sales force through communications, problem solving, and servicing philosophy.
Proactively develop, maintain, and maximize positive business relationships with distribution channels. Partner with our distribution leaders to resolve requests/issues.
Oversees, directs and controls activities supporting systems design and enhancements to relating department operations.
Sets the standard through daily actions that a diverse and inclusive workplace/culture is a key element in one's business and professional success. Understands how and coaches others to leverage differences to create innovative outcomes.
Prioritizes across multiple stakeholders demands to ensure that resources are coordinated; balances short-term considerations with long-term goals; and manages overlapping time lines and competing expectations.
Establishes business partnerships and alliances across the organization and industry; finds common interests and mutually beneficial grounds to help achieve business objectives.
Proactively looks for opportunities to mentor and advance the career of others.
Maintains knowledge on current and emerging developments/trends, assesses the impact, and collaborates with executive/senior management to incorporate new trends and developments in current and future strategies.
Leads the identification, development, and implementation of strategic process improvements that significantly reduce workloads or improve quality across the team, business unit, and/or the organization.
Leads and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
Leverage enterprise thinking to continually strengthen the existing Flex Force operating model and ensure we are flexing to the demands of our customers.
Holds self and others accountable for full execution of service center priorities and seeks solutions when obstacles are presented.
Establishes effective partnerships with key stakeholders including Work Force Management, Claims partners, and Distribution to ensure changes and impacts are communicated effectively.
Plans strategies for the Claimant Excellence organization anticipating what is ahead and aligning to the broader Group Protection vision and goals.
Ensures effective cross training and flex training plans are in place and continually working to develop and broaden skill sets of employees.
Provides training and development opportunities, including stretch assignments, for team members and gives honest and open feedback to aid in the development of talent.
What we're looking for:
4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's) (Minimum Required)
10 Years Experience in client-customer support and operations that aligns to the responsibilities of this role, including 3 years experience of managerial, supervisory and/or demonstrated leadership experience including influencing senior management/critical stakeholders experience. (Required)
Previous group product and/or previous call center experience highly preferred
What's it like to work here:
At Lincoln Financial Group, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future.
What's in it for YOU:
A clearly defined career framework to help you successfully manage your career
Leadership development and virtual training opportunities
Ten Weeks Parental leave
Competitive 401K and employee benefits
Free financial counseling, health coaching and employee assistance program
Tuition assistance program
A leadership team that prioritizes your health and well-being; offering a remote work environment
Effective productivity/technology tools and training
Work Arrangement:
Hybrid/Home : Employees will work from home generally three days each week and come into a Lincoln office on a schedule their manager will help set, following any applicable in-office training period determined by their manager.
This position may be subject to Lincoln’s Political Contribution Policy. An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln’s current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.
Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial Group are considered property of Lincoln Financial Group and are not subject to payment of agency fees.
Lincoln Financial Group (“LFG”) is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, veterans status, or genetic information. Applicants are evaluated on the basis of job qualifications. If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY/****.
Lincoln Financial Group (LFG) is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, veterans status, or genetic information. Opportunities throughout LFG are available to employees and applicants and are evaluated on the basis of job qualifications. We have a drug free work environment and we perform pre-employment substance abuse testing.

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