Customer Operations Supervisor

Overview:

Lead a high-performing operations team dedicated to delivering exceptional service and operational excellence for Employer Benefits Solutions clients and customers. The Supervisor is accountable for achieving service, quality, productivity, and compliance objectives while fostering a culture of accountability, continuous improvement, and associate development. Working collaboratively with leaders and business partners across Operations and the enterprise, this role drives process improvements, manages operational risk, and ensures the successful delivery of critical business outcomes that support clients, customers, and the organization. Success in this role requires strong people leadership, sound operational judgment, the ability to navigate change, and a commitment to delivering exceptional outcomes for customers, clients, and the business.

Responsibilities include but not limited to:

• Supervises the daily activities of support or production team members; does not typically perform the work supervised.
• Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors.
• Establishes quality control procedures, scalable solutions and continuous improvement while making sure the work is handled equitably.
• Problem solving guided by policies and procedures; receives guidance and oversight from manager.
• Audits & monitors compliance with company policies.
• Relationship management – develops strong relationships with external and internal partners.

Qualifications:

• Corporate formal leadership experience (minimum 1-2 years), with skills to motivate and develop staff in a fast-paced, customer service-focused environment.
• Strong interpersonal, written, and verbal communication skills to interact with various levels of associates within the enterprise and externally with our clients and customers.
• Effective organization, time management and planning skills to manage multiple priorities, meet established deadlines, maintain high quality standards, work under pressure, and handle large volumes and diverse service requests.
• Effective decision-making skills to determine when exceptions are appropriate and to independently resolve matters in a timely manner.
• Strong collaboration skills to effectively lead and influence across teams/departments/stakeholders.
• Continuous improvement mindset.

Preferred Qualifications:

• Dedicated to associate development.
• Able to effectively build and maintain strong internal and external relationships (i.e. EBS, Ochs, technology, financial reporting).

Securian Financial believes that meaningful in-person collaboration is an important part of our culture. Our hybrid work model gives associates the flexibility to work both remotely and in the office while fostering connection, learning, and innovation. Associates who live within a 90-minute commute of our Home Office in St. Paul, Minnesota spend 3 or more days each week working from the office.   

Preferred Skills:

Change Agility, Client Communication, Employee Development, Leadership, Process Improvements$70,000.00 - $135,500.00

Be you. With us. At Securian Financial, we understand that attracting top talent means offering more than just a job – it means providing a rewarding and fulfilling career. As a valued member of our high-performing team, we want you to connect with your work, your relationships and your community. Enjoy our comprehensive range of benefits designed to enhance your professional growth, well-being and work-life balance, including the advantages listed here:

Paid time off:

• We want you to take time off for what matters most to you. Our PTO program provides flexibility for associates to take meaningful time away from work to relax, recharge and spend time doing what’s important to them. And Securian Financial rewards associates for their service by providing additional PTO the longer you stay at Securian. 
• Leave programs: Securian’s flexible leave programs allow time off from work for parental leave, caregiver leave for family members, bereavement and military leave.
• Holidays: Securian provides nine company paid holidays.

Company-funded pension plan and a 401(k) retirement plan: Share in the success of our company. Securian’s 401(k) company contribution is tied to our performance up to 10 percent of eligible earnings, with a target of 5 percent. The amount is based on company results compared to goals related to earnings, sales and service.

Health insurance: From the first day of employment, associates and their eligible family members – including spouses, domestic partners and children – are eligible for medical, dental and vision coverage.

Volunteer time: We know the importance of community. Through company-sponsored events, volunteer paid time off, a dollar-for-dollar matching gift program and more, we encourage you to support organizations important to you.

Associate Resource Groups: Build connections, be yourself and develop meaningful relationships at work through associate-led ARGs. Dedicated groups focus on a variety of interests and affinities, including:

• Environmental Health & Sustainability
• Mental Wellness and Disability
• Pride at Securian Financial
• Securian Young Professionals Network
• Securian Multicultural Network
• Securian Women and Allies Network
• Servicemember Associate Resource Group

For more information regarding Securian’s benefits, please review our Benefits page.

This information is not intended to explain all the provisions of coverage available under these plans. In all cases, the plan document dictates coverage and provisions.

Securian Financial Group, Inc. does not discriminate based on race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, marital or familial status, pregnancy, disability, genetic information, political affiliation, veteran status, status in regard to public assistance or any other protected status. If you are a job seeker with a disability and require an accommodation to apply for one of our jobs, please contact us by email at [email protected], by telephone 651-655-5522 (voice), or 711 (Relay/TTY).

Securian Financial is a drug-free workplace.

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