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Manager, Service Advocacy

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

Summary

Characterized by proactively identifying, recommending, and implementing changes to policies and procedures to enhance the effectiveness and efficiency of the Service Advocates.
May assist in the strategic direction and implementation of the Service Advocates. " Coordinates and supervises the daily activities of Service Advocacy team in Client Advocacy.

Primary Duties and Responsibilities

  • Oversee the day-to-day operations of the area including developing, recommending and implementing new procedures, ensuring team members have clearly identified success metrics, lead the development of monthly outcome reporting and ensure the team achieves all its goals.

  • Proactively evaluate Service Advocacy work to develop and implement procedure and/or service enhancements as a means of continually improving the level of support provided to the Field.

  • Proactively leads efforts to improve upon and manage team culture.

  • Assists senior management in the development of the team’s annual planning.

  • Responsible for maximum operational efficiency through establishing, directing and coordinating the team's service activities, analysis of customer satisfaction and effort trends and identifying changing service demands.

  • Primarily focused on the execution of service to Field on behalf of clients.

  • Independently leads complex business area projects/support assignments with decision making authority and/or participates in cross- departmental projects.

  • Recommends continuous improvements by identifying technical and service gaps, independently seeks and implements solutions. Problems and issues have a variety of interpretations and require careful evaluation and reference to many varied options impacting both the customer, financial representative/field and the Client Advocacy.

  • Assignments require reviewing diverse procedures and choosing from among many options where clear alternatives do not exist.
    May be sought out for their input and the ability to contribute to direction setting at a departmental level.

  • Removes obstacles from group members to solving problems. Considers the long-term effect of solutions to include risk analysis.

  • Responsible for all people management activities including the direct management of other employees, monitoring and evaluating day to day workflow/quality; assessing and maintaining performance standards and measures, hiring and retention of staff and employee discipline.

Qualifications

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

  • Minimum of five years related experience to include expertise in operations and/or leading large teams in complex organizations.

  • Proven leadership skills, working with diverse teams in an operational environment where effective supervision and coaching were demonstrated. Typically this experience is gained by having 2 or more years of people management experience.

  • Analytical ability, judgment and decision making.

  • Good management, human relations and interpersonal skills to manage a group of people.

  • Experience with process improvement and workflow. Advocate for Continuous Learning Improvement efforts.

  • Good project management experience to include operational management and policies and procedures development.

  • Excellent written and verbal communication skills and organizational skills.

  • Previous experience with continuous learning and improvement, specifically with Rapid Improvement Events (RIE) preferred.

Skills-Proficiency Level:


Budgeting - Basic
Complaint Resolutions - Expert
Conflict Management - Expert
Continuous Improvement (CI) - Advanced
Customer Communications - Expert
Customer Service - Expert
Planning Operations - Intermediate
Process Compliance - Advanced
Product Management - Advanced
Risk Analysis - Basic
Software Proficiency - Expert
Systems Testing - Basic
Technical Communication - Expert
Workflow Management - Basic

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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.

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