Operations Manager, Quality and Audit

New Business Quality Assurance Team Manager

Company Summary

Come join one of America’s fastest growing insurance companies with a stable history of 175 years. At National Life Group (“NLG”), we offer a flexible work environment with opportunity for growth. As a mission-driven business, our promises are as important as the products we sell. We encourage our associates to live our values: Do Good. Be Good. Make Good.

Our mission extends beyond the insurance and annuities policies that we sell. Our cause is also to make the world a better place through grants from our charitable foundation, paid time for our employees to volunteer, environmentally sustainable and healthy work sites, and events that promote the work of nonprofits in our own backyard.

We invite you to explore what we have to offer and to join our cause.

Role Summary

The New Business department is dedicated to delivering exceptional customer service to our valued field agents and agencies, primarily composed of case specialists. These specialists play a crucial role in facilitating a seamless underwriting process and ensuring efficient policy issuance.

Our New Business Quality and Audit Teams are responsible for evaluating the work of Case Specialists to uphold processing standards, regulatory requirements, and service expectations. This team of advisors provides critical feedback, offers clarity on execution, and consults on process documentation improvements. Their insights are essential to assessing overall department performance and fostering associate development.

Leadership Responsibilities

As the leader of this team, you will:

• Stay informed on evolving process standards and expectations to ensure accurate assessments of New Business operations.

• Develop and implement a strategy to strengthen acumen and quality standards across the department.

• Champion efficiency by minimizing rework, enhancing customer experience, and driving operational excellence.

• Establish a vision for integrating regular quality summaries into key performance metrics to support data-driven decision-making.

• Foster accountability and collaboration across associates, leadership, and project teams.

Key Competencies for Success

To thrive in this role, you will need:

• Exceptional attention to detail and a commitment to accuracy.

• A proactive approach to learning and adapting to changes in process expectations.

• Strong leadership skills to drive accountability and continuous improvement.

• A strategic mindset for embedding quality-driven practices into performance evaluation.

Minimum Qualifications

• Bachelor's degree in business administration, Finance or related field

• 3-5 years experience in New Business Operations

• Minimum of 3 years leadership experience

• All other duties as assigned.

• This position currently offers an onsite hybrid work schedule, with the expectation that you are in the office three days per week during onsite core days. Our current onsite core days are Tuesday, Wednesday, and Thursday. The work schedule type and core days are subject to change with advance notification and manager discretion.

Benefits

• Your benefits start day one and are flexible and customizable to your and your family’s specific needs. Check out the BENEFITS of a Career at National Life!

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