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Manager of Administrative Services

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

Summary:

Coordinates, leads and manages the alignment of administrative professionals to meet the changing business needs of the function ensuring financial objectives are met. Accountable for the oversight, selection, development, coaching, motivation, salary administration and performance management of team. Independently and proactively identifies operational gaps and workflow issues; develops, recommends, and implements changes to policies and procedures to enhance effectiveness and efficiency of the team. Strong understanding of business priorities and an added resource for work through enterprise partners and leaders to deliver effective implementation of distribution strategies and initiatives in a collaborative team environment.

Primary Duties & Responsibilities:

  • Responsible for people leadership for the Shared Resources team, including selection and onboarding, employee development, engagement, capacity forecasting, management of function service levels, and assessing and maintaining performance standards and measures.
  • Maintain maximum efficiency through establishing, directing, and coordinating service activities, analyzing customer satisfaction, and identifying changing service demands.
    • Develop and maintain strong relationship with customer group.
    • Responsible for maintaining a depth of knowledge of evolving business needs and alignment of resources to fulfill these needs in pursuit of exceptional service.
    • Responsible for ensuring continuous feedback is obtained from customers, and when necessary, appropriate countermeasures are put into action to address identified gaps.
  • Responsible for the continual assessment of both individual and overall performance of the model.
    • Anticipating and interpreting customer needs and identifying solutions.
    • Expected to assess and experiment with strategic opportunities that are required to maintain and advance the team’s overall service experience and business outcomes.
  • Oversee the day-to-day operations of the area including developing, recommending, and implementing new policies and procedures, ensuring goal attainment.
  • Responsible for all people management activities including the direct management of other employees directing, monitoring and evaluating day to day workflow/quality; assessing and maintaining performance standards and measures, hiring and retention of staff and employee discipline.
  • Administers company and departmental HR policies including compliance with the company and collective bargaining agreement for union eligible employees.
  • Develops plans and delivers and/or drives improvements of processes, systems, tools, policies, communications, and enabling technology.
  • Resolve operational issues that impact the effectiveness of the function.
  • Participates in department, function, or corporate projects as assigned.
    • Creates and delivers the outlined processes, co-develops tools, and delivers on established metrics that grow a strong and vibrant distribution system.
    • Develop tools to simplify project management processes (such as templates, budgeting tools and deliverable checklists), write or edit project, defines and documents project management processes and research.

Qualifications:

  • Bachelor's degree in education, business, consulting, or related field, or equivalent work experience.
  • Demonstrated skills in relationship building, planning and directing work, decision-making, communication and change management.
  • Strong project management skills with the ability to lead or manage departmental projects or process improvement initiatives.
  • Proven ability to be responsive to changing business needs, manage and prioritize concurrent assignments, and handle ambiguity with limited guidance.
  • Superior communication skills with the proven ability to build trusted relationships and successfully negotiate to build consensus and influence change.
  • Experience must demonstrate comfort in dealing with ambiguity and ability to change direction on the fly.
  • May need to influence change at times without management authority or know when to escalate challenges.

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W e 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 Colorado or outside of a Corporate location, please click here for information pertaining to compensation and benefits.


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