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Assistant Director Relationship Management & Quality

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.

What's the role?

Our Client Advocacy organization is a conglomerate of service centers that influence every part of a client’s journey with Northwestern Mutual.  This is a newly expanded role within our Servicing Capabilities & Enablement organization, which provides support to all the service centers within Client Advocacy.  With this role, you will inherit two mature functions that will benefit from your renewed and expanded vision for the departments, as well as a new area to deliver new capabilities to our service centers.  Primarily, you will focus your efforts on three areas of responsibility:

  • Service Advocacy  – This existing team is our relationship-management model between the financial representatives in the field offices and our home office team.  This team adds significant value to the organization by driving adoption of key capabilities in the field offices, educates the field on key home office information, and brings field insights back to the home office to continually evolve how we serve the field.  As the face of our service center to the field teams, you will carefully manage the relationship, provide assistance for non-standard service needs, influence operational results, and identify key insights to collaborate on new capabilities and continuous improvement - all of these actions help evolve the coordination and cooperation between our field and home office teams regarding the servicing of our clients.

  • Quality Enablement  – This existing function creates the strategy for and implements our quality management system. This is a mature team that will benefit from your vision and leadership to expand support and continue the maturity journey. You will influence how we analyze our client interactions, make recommendations for improvement, evaluate the quality measures to be sure they're appropriate for the long-term, and coach our service reps to deliver on the improvements.

  • Vendor Management  – This is a new area of focus and an opportunity to build rigor in our vendor management capabilities. Today, we do not have a holistic and structured way to support vendor relationships and unify our vendor management efforts. You will be analyzing our current practices, building our service center's vendor management strategy and best practice framework, and leveraging insights gained through this holistic vendor management view to make improvements.

Bring your best! What this role needs:

  • Bachelor's degree in business or related field or an equivalent combination of education and progressively responsible work experience.

  • A strategic aptitude/problem-solver with the ability to lead with vision and inspire purpose

  • An organizational change demeanor with process improvement experience.

  • A leader experienced in accomplishing influence through matrixed teams/dotted-line environments.

  • A relationship-manager with specific vendor management experience

  • Superior written and verbal communication skills.

This job is not covered by the existing Collective Bargaining Agreement.

Required Certifications:

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We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.


FIND YOUR FUTURE

We’re excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and commitment to diversity and inclusion.