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ICD Lead

  • Administrative Services
  • Franklin, WI Corporate

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

Job Description:

Under the general direction of the Manager, the individual works independently and is responsible for:

  • Facilitating teamwork, enhancing team interaction, and assigning work to team members to ensure service and productivity goals are met.

  • Serving as the contract assembly subject matter expert for all product types (e.g., Life, TC/TUP, DI, Policy Change, Annuities) and handling the most complex and high-priority work (e.g., ESINS, VIP and HO employee policies).

  • Providing guidance or training to team members, performing audits, and sharing results.

  • Consulting, communicating, and corresponding with business owners (e.g., New Business, POS, DI, Annuities) and systems teams to address unique situations, escalated issues, and process changes.

  • Overseeing the contract tracking process, maintaining metrics, and addressing discrepancies with team members and business contacts.

  • Identifying opportunities to improve workflow processes and best practices based on analysis and findings, resulting in enhanced quality and preventing customer/field dissatisfaction.

  • Developing, reviewing, and/or approving job aids, procedures, and other training material.

Workflow/Technical/Analytical (40-60%):

  • Responsible for troubleshooting and resolving complex policy mailing and process issues, whether system or application-related.

  • Overseeing daily team activity and representing the needs of the team as needed.

  • Demonstrating analytical and technical skills by:

    • Responding to questions escalated by Sr. Registrar and addressing unique and complex contract assembly-related issues or problems by determining appropriate action.

    • Researching and recommending solutions for documentation to the permanent company record.

    • Providing case testing support for the development of new/enhanced systems.

    • Directing, overseeing, and assisting team members in the workflow process as needed.

    • Consulting with the Manager and other key business customers on work issues and making appropriate adjustments to ensure quality and service goals are met.

    • Handling the more complex contract types, technical problems, and customer inquiries.

    • Preparing work schedules/assignments to expedite workflow and adjust work assignments as needed to meet departmental/divisional goals.

Process Improvements/Projects (15-25%):

  • Supporting process improvements and projects by:

    • Actively embracing process improvement ideologies, supporting, and participating in continuous learning and process improvement objectives; acting as a catalyst for change with the staff.

    • Acting as a liaison between Systems Specialists, business contacts, and the division in preparation for contract page changes or any changes impacting output; providing support for testing, sharing input and feedback, and executing or assisting with the rollout or communication to the registrar team.

    • Appropriately channeling concerns and helping to mitigate issues.

    • Recommending changes in work procedures to streamline work processes and improve accuracy.

    • Representing the division on projects and committees as needed.

Customer Service/Communication (10-25%):

  • Providing customer-focused service to internal customers and demonstrating strong communication skills by:

    • Serving as the primary Registrar contact for the Call Center and functioning as the liaison or customer service resource for business area contacts; consulting and communicating with internal customers on policy mailing issues.

    • Coordinating efforts to support timely contract delivery from the Home Office to the Field or client as appropriate.

    • Keeping the Manager informed of critical issues within the work unit; fostering a positive and inclusive work environment.

    • Keeping team members informed; and instructing staff on the proper use of equipment, business applications, and related procedures, and methods to maximize accuracy, efficiency, and understanding.

    • Coordinating and monitoring training and performance as well as providing performance coaching and feedback for employees in the workgroup.

Case Work/Administrative and Miscellaneous Duties (10-25%):

  • Responsible for all the duties outlined in the policy registrar and senior registrar position with additional responsibilities for the job tasks involving more in-depth analytical, technical review, and assembly of complex or sensitive cases.

  • Ensuring accurate tracking of contract assembly and productivity, collecting, and preparing data for various reports and special assignments given by the Manager.

  • Working closely with the manager in scheduling vacations, comp time, and overtime for all division employees. May maintain a record of these activities; keeps the manager abreast of scheduling issues or conflicts.

  • Monitoring and maintaining divisional production and service reports, making appropriate adjustments as necessary.

  • Acting as PC sign-on/LAN Relocation Rep for divisions within the Shared Services Group. Participating in divisional projects and committees as assigned.

  • Monitoring workflow and delegating tasks between the ICD MDS divisions to ensure divisional goals/quality standards are achieved.

  • Providing production support including tasks of a complex or non-routine nature which involve/impact the Mail Center and Shipping Receiving Teams.

  • Verifying/Auditing the work of the team for accuracy, timeliness, and quality.

  • Placing orders and maintaining supplies and inserts for contract assembly.


  • Successful completion of any required testing.

  • High school diploma or equivalent required.

  • Five years of progressively responsible work experience in insurance operations, customer service role, or equivalent service or insurance-related work required.

  • Minimum of 1-2 years of Senior Registrar work experience is strongly preferred.

  • Ability to be responsive to changing business needs and technical requirements.

  • Demonstrated ability and interest in training, mentoring, and coaching.

  • Demonstrated ability to handle fast-paced, high volume with a high degree of accuracy.

  • Excellent work quality, production, and strong organizational skills, including the ability to handle many concurrent assignments.

  • Ability to effectively prioritize, plan, and organize the workload of others.

  • Highly self-motivated, self-directed, and able to work independently within established guidelines, demonstrating strong analytical skills and the ability to make decisions.

  • Good verbal and written communication skills and the ability to interact tactfully with people at various levels.

  • Ability to handle and be responsible for confidential information in a manner consistent with privacy laws and Northwestern Mutual standards.

  • Endurance for lifting up to 25 pounds.


Compensation Range:

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Northwestern Mutual pays on a geographic-specific salary structure and placement in the salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity as well as the cost of labor in the market; and other conditions of employment. At Northwestern Mutual, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. Please note that the salary range listed in the posting is the standard pay structure. Positions in certain locations (such as California) may provide an increase on the standard pay structure based on the location. Please click here for additiona l information relating to location-based pay structures.

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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.

If you work or would be working in California, Colorado, New York City, Washington or outside of a Corporate location, please click here for information pertaining to compensation and benefits.


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.