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Manager Document Shared Services

  • 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.


Manages the overall accountabilities of shared services operations team(s) in one or more service teams such as print, special mail, document imaging , enterprise distribution, records, insurance contract assembly, or content delivery operations to ensure the department service goals and objectives are achieved. Accountable for supervision of professional, office and/or production personnel including selection, developing, coaching, performance management, work hours and salary administration. Develops overall staffing model and supporting budget; monitors and manages expenses. Sets business priorities with a 12-month outlook. Embrace diversity in people and ideas, inspire team to be self-directed with a problem-solving mentality, and provides coaching based on observations, voice of the customer, and big picture perspective. Help team members understand and connect their daily work with the organization's vision and strategy, and to apply empathy and deliver the expected customer experience.

Primary Duties and Responsibilities

  • Transforms the business and client experience through adoption of new and innovative digital solutions.

  • Applies expertise of division and function to anticipate and interpret business needs, collaborate with team and immediate business partners to identify requirements and solutions.

  • Develops business plans for enhancements to digital environment/work flow including - working cross-functionally to identify the teams, funding sources and allocation models for IT resources, business area staffing needs, and expected outcomes on budget and client/employee experience.

  • Utilizes Continuous Learning Improvement (CLI) methodologies to deliver desired business outcomes and advance our digital journey. Responsible for implementing and ensuring team adoption of lean tools to realize improvements and create capacity for emerging business priorities. Develop, interpret, and utilize metrics to make daily and complex operational decisions; ensure alignment of metrics and improvements across division and adjacent value streams.

  • Develops and maintains business partnerships with system support personnel, vendors, Client Services operations teams and other homes office functions.

  • Uses knowledge of business and systems to identify, negotiate, build consensus and lead resolution of issues related to team and Client Services initiatives.

  • Adheres to all compliance and regulatory requirements as defined by company and industry. Remains current on internal and external business environment policies, practices, trends, and technology and information affecting the organization.


  • Bachelor's degree and/or 3-5 years equivalent combination of education and progressively responsible work experience emphasizing leadership, team building, communication, problem-solving and decision making, and personal development.

  • Proven ability to drive engagement of team through coaching, team building, celebrating success and managing through change.

  • Demonstrated ability to set expectations, motivate individuals and manage through change. Achieves positive results and makes them visible to department.

  • Sound decision making with proven skills in interpreting data to drive improvements and anticipate future consequences and trends.

  • Strong organizational, interpersonal and communication skills, both written and verbal, are essential.

  • Ability to plan, prioritize, and multi-task in a production environment.

  • 3-5 years practical people management experience working with staff in an operational environment where effective supervision and coaching were demonstrated.

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.

Grow your career with a best-in-class company that puts our client’s interests at the center of all we do. Get started now!

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.