Position Details

Salary $80K – $98K USD / year

Type Full-Time

Experience senior

Exp. Years Not specified

Education Not specified

Category Operations & Logistics

About this role

Pacific Life is hiring an Annuity New Business Supervisor to lead a large team and drive service excellence in quality and efficiency. The supervisor will manage workflow and quality, coach staff, and ensure the team meets SLA commitments while maintaining strong customer interactions.

Key Responsibilities

Meet productivity, service quality, and policy adherence expectations
Resolve complex or escalated customer issues using defined handling guidelines
Monitor workflow, productivity, and quality and adapt team activities
Coach and develop staff through monthly 1:1s and performance reviews
Lead team meetings and foster inclusion and positive morale

Technical Overview

Operational leadership role focused on service processing performance rather than software engineering. Emphasizes monitoring workflow/productivity/quality, managing policy adherence, and handling escalated customer issues within established guidelines.

Ideal Candidate

The ideal candidate is an operations-focused supervisor experienced in annuity new business processing and leading teams to hit productivity, service quality, and SLA expectations. They bring strong coaching and performance management skills, including monthly 1:1s, staff check-ins, and resolving complex escalated customer issues using established guidelines.

Must-Have Skills

Lead an Annuity New Business team to meet productivityservice qualitypolicy adherenceand core skills competenciesSupport resolution of complex or escalated customer issues using defined handling guidelinesMonitor workflowproductivityand quality within teamConduct monthly 1:1s and performance reviews by established HR timeframes

Required Skills

annuity new business processingSLA metricsservice level commitmentsworkflow monitoringproductivity monitoringquality monitoringpolicy adherencecustomer issue resolutionLeader as Coachmonthly 1:1sperformance reviewsbench-strength developmentteam meetingsinclusion

Hard Skills

annuity new business processingservice level commitments (SLA metrics)workflow monitoringproductivity monitoringquality monitoringpolicy adherencecustomer issue resolutionresolution of complex or escalated customer issuesleadership 1:1 coachingconducting monthly 1:1sperformance reviewsHR timeframesteam meeting facilitationstaff check-insbench-strength developmentperformance managementinclusion promotion

Soft Skills

team performance leadershipcoaching (Leader as Coach)inclusionpositive morale buildingworking relationshipsclear communicationcollaborative discussioncustomer interactionsadaptability to changeaccountability

Industry & Role

Industry Insurance

Job Function Supervise annuity new business operations to meet SLA and quality standards

Role Subtype Operations Supervisor

Keywords for Your Resume

Supervisor Annuity New BusinessAnnuity New Business SupervisorAnnuity New Businessnew businessservice level commitmentsSLA metricsteam performanceproductivityservice qualitypolicy adherencecustomer interactionscomplex or escalated customer issuesworkflow monitoringquality monitoringbench-strengthtop performersmid-performerslower performersaction plansLeader as Coachmonthly 1:1son the job coachingwork observationperformance reviewsHR timeframesteam meetingsinclusionmoralecustomer service excellencecomplex customer issues

Deal Breakers

Must have supervisory experience leading team performance against SLA metrics, Must be able to support resolution of complex or escalated customer issues, Must be able to conduct monthly 1:1s and performance reviews by established HR timeframes

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