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Vice President of Service Operations in Hartford, CT at Global Atlantic

Date Posted: 2/26/2018

Job Snapshot

  • Employee Type:
  • Location:
    Hartford, CT
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description


Our Vice President is a key leader in the Retirement retail operations organization, responsible for internal staff performance, and partnering with our third party administrator (TPA).  Successful candidates will be experienced leaders in the retirement or life insurance industry with demonstrated expertise spanning operations administration, customer service, diverse distribution channels, and a proven track record of successfully leading efficient organizations providing a positive customer experience. The position will be located in our Hartford, CT office and will require travel. 

This position is responsible for the Retirement contact center teams ensuring timely processing with quality and transparency resulting in a strong customer experience.  Relevant functions include the financial advisor and consumer call center activities, and supporting new business underwriting and resolution as well as legacy inforce processing.  The position requires oversight of functions performed internally and collaboratively with work performed by an external Third Party Administrator.   This role will help to define a multi-site operational strategy that combines best in class tools and talent to deliver the service experience of the future.  In addition, this position requires effective communication with our external financial advisors and distributors, as well as with internal stakeholders including business relationship managers, distribution leaders, and with sales-distribution support staff. This position will interact with various levels of management, distributors, vendors, and TPA’s to ensure compliance and key controls are maintained within company thresholds and regulatory requirements.  


  • Provide leadership and direction to team members responsible for customer engagement.
  • Manage both insourced operational functions and personnel in multiple locations serving our customers including contact center and providing key support in transaction processing, New business underwriting and resolution
  • Develop successful relationships with Third Party Administrators (TPAs) providing outsourced new business and agency servicing support
  • Partner with distribution channels for new business underwriting and resolution
  • Partner with TPA’s and Information Technology on infrastructure development and customer experience road map
  • Drive continued operational improvements and efficiencies
  • Collaborate, as appropriate, with Risk Management and Compliance, to ensure processes and procedures are within the corporate governance/regulatory framework.


  • Development of ongoing process improvements -Streamlined process flows
  • Development of scalable low cost operating platform
  • Demonstration of appropriate risk management controls
  • Implementation of automated tools, leveraging digital strategies with focus on customer experience
  • Effectively analyze and communicate key performance indicators to internal and external stakeholders


  • Third Party Administrator and Vendor-Provider Management
  • Underwriting Leadership
  • Internal Oversight and Support teams
  • Internal Audit and Risk management
  • Compliance and Legal
  • IT management
  • External Agents and Key Distributors, Internal Sales-Distribution, Business Relationship Management Team


  • Timeliness and accuracy (meeting or exceeding established performance expectations of the team)
  • Enhanced customer service experience metrics including accuracy, timeliness, first call resolution
  • Ability to effectively resolve escalated customer demands
  • Ability to recognize and manage confidential and sensitive data
  • Effectiveness in providing direction to less skilled staff relative to work processes
  • Ability to research, detect and report issues posing an unacceptable risk


  • Bachelor’s degree or equivalent combination of education and experience. Advanced degree preferred (MBA)
  • Ten (10) or more years of relevant life and annuity experience to include minimum of three (3) years of experience managing a multi-level organization; five (5) years of experience managing a cost center and associated budget
  • Demonstrated experience completing high impact projects effectively and efficiently
  • High level of knowledge of fixed and variable life insurance/annuity products
  • Experience with insurance administration systems
  • Strategic leader with the ability to influence outcomes both within and outside of their organization
  • Ability to travel 20%

Global Atlantic is an equal opportunity employer, does not discriminate in employment on any basis that is prohibited by federal, state or local laws.