Fidelity & Guaranty Life Insurance Company
financial services
AVP,ORM&Onboarding
“AVP, ORM & Onboarding at Fidelity & Guaranty Life Insurance Company. Skills: Operations Relationship Management, Onboarding, Distributor Relationships, Stakeholder Management. developing and leading a team that cultivates, enhances, and successfully maintains strategic multi-channel distributor & agency relationships. strengthens the service experience for key distribution firms and advisors by improving service resolution, enhancing advisor loyalty, and improving overall customer satisfaction”
What You'll Achieve.
improving service resolution; enhancing advisor loyalty; improving overall customer satisfaction; ensuring consistent, timely, and accurate onboarding experiences across all channels and product lines; drive procedural improvements; operational processing improvements; resolve both pre-sale and post-sale escalated service issues efficiently; actions toward service recovery; successful operational relationship management; service excellence; drive positive impact toward low effort, high satisfaction service for our customers; reducing agent/customer effort
Industry & Context.
resolve systemic issues; drive procedural improvements; analysis of business trends; root cause analysis; problem resolution
primarily involves sedentary work, requiring long periods of sitting, regular use of a computer, and occasional standing or walking, Perform other functions, duties and projects as assigned, Regular and punctual attendance
What They're Looking For.
Must Have
10+ years of experience in financial services, life insurance, annuities, or retirement plans, 4+ years in a management or leadership role with direct reports, Experience working with distribution partners, onboarding processes, or operational relationship management
Nice to Have
Experience working with distribution partners, onboarding processes, or operational relationship management strongly preferred
What You'll Do.
developing and leading a team that cultivates
and successfully maintains strategic multi-channel distributor & agency relationships
strengthens the service experience for key distribution firms and advisors by improving service resolution
enhancing advisor loyalty
and improving overall customer satisfaction
accountable for the enterprise distributor onboarding strategy
and accurate onboarding experiences across all channels and product lines
partners closely with Operations
Distribution Enablement
and other internal stakeholders to identify trends
resolve systemic issues
and drive procedural improvements
Lead the team representing F&G Operations to external distribution partners
and insurance industry organizations
Ensure Operations messaging is consistent and aligned with enterprise strategies across distributor presentations
external communications and partner interactions
Lead the Relationship Management team in effectively supporting the expanding F&G multi-channel distribution footprint
Contribute to the annual development of and adherence to the departmental budget
Develop and maintain strategic relationships both internally at F&G as well as externally within the insurance industry
Enhance relationships with key service providers and vendors
wholesaling staff and distributor contacts
Provide proactive and regular communication of changes to policies and procedures
and performance metrics
Drive operational processing improvements based on analysis of business trends from the team and feedback from sales and distributors
Understand the operational needs of key distributors and champion their needs in project prioritization discussions
Work with Retail Operations and Sales Support team to fully resolve both pre-sale and post-sale escalated service issues efficiently
perform root cause analysis
communicate resolution on issues and take actions toward service recovery
Provide guidance/mentoring where appropriate to key service providers
and other service organization employees regarding successful operational relationship management
and service excellence
Accountable to drive positive impact toward low effort
high satisfaction service for our customers
Develops and drives Operations Relationship Management strategy in alignment F&G strategic priorities
Provides sound consultative guidance to projects and programs aimed at reducing agent/customer effort and ensuring awareness around process impact
How You'll Work.
Team & Collaboration
partners closely with Operations, Distribution Enablement, Compliance, Sales, and other internal stakeholders; Lead the team representing F&G Operations to external distribution partners, vendors, and insurance industry organizations; Develop and maintain strategic relationships both internally at F&G as well as externally within the insurance industry; Enhance relationships with key service providers and vendors, customers, financial advisors, wholesaling staff and distributor contacts; Understand the operational needs of key distributors and champion their needs in project prioritization discussions; Work with Retail Operations and Sales Support team to fully resolve both pre-sale and post-sale escalated service issues efficiently; Provide guidance/mentoring where appropriate to key service providers, vendors, and other service organization employees
Communication Scope
Operations messaging is consistent and aligned with enterprise strategies across distributor presentations, external communications and partner interactions; Provide proactive and regular communication of changes to policies and procedures, project initiatives, and performance metrics; communicate resolution on issues
Process & Methodology
project prioritization discussions, guidance to projects and programs
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