Primary Duties and Responsibilities

• Supports daily supervision through resource coordination, and monitoring of service and work quality.

• Management responsibilities including selection, training, developing, motivating, coaching, and performance evaluation.

• Manage vendor relationships and ensure vendors meet the expected service and quality goals.

• Assists in development and provides oversight of audit functions, monitoring, and reporting results

• Leads or participates in the development of tools and measures to ensure operations are managed efficiently and safely, and that service level agreements are being met. Completes analysis of trends and best practices to identify gaps/makes recommendations to fill gap(s) by implementing changes in processes and procedures.

• Leads or participates in projects or efforts for process improvement or change, as assigned.

• Investigates and resolves customer inquiries, supports customer expectations and satisfaction

• Participates in system upgrades as needed

• Independently answers questions and resolves problems using appropriate judgement and analytical skill. Handles and coordinates the handling of more complex and technical problems and customer inquiries. Consultation to clients to help with escalations. Uses feedback from consultations to then formulate recommendations for process changes.

• Acts as resource and subject matter expert on core business functions.

Qualifications

• Bachelor's degree with emphasis in Business or related field or equivalent industry experience

• Minimum of 5 years of progressively responsible work experience focusing on customer service, communication, and problem solving.

• Demonstrated leadership, mentoring, and coaching experience.

• Strong interpersonal skills and demonstrated ability to create a collaborative work environment with a diverse staff.

• Strong analytical abilities in decision making and problems solving.

• High degree of personal initiative and proven ability to prioritize work and manage concurrent assignments.

• Strong interpersonal and writing and verbal communication skills. Ability to work with individuals at various levels across the organization.

• Experience in leading process improvement, product introduction, system enhancement or other project and committee efforts.

• Working knowledge of basic Microsoft Windows application s9Work, PowerPoint, Excel, Outlook).

• Proactively manages change.

• Positively influence and work cooperatively and negotiate with all levels of employees

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 for additiona l information relating to location-based pay structures.

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 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.

• Flexible work schedules
• Concierge service
• Comprehensive benefits
• Employee resource groups