Underwriting Service Excellence Asst Dir

Summary:

Lead and enhance our field servicing model, ensuring superior service delivery and effective management of escalations. This role will define and execute strategic initiatives to uphold service standards and drive continuous improvement across underwriting and the field.

Primary Duties & Responsibilities:

• Leadership in Field Servicing Model: Lead underwriting's field servicing model, including managing escalations and maintaining service standards for underwriting and case management.
• Strategic Execution: Develop and implement a comprehensive escalations strategy, coordinating across other escalation teams to ensure seamless resolution processes.
• Service Quality Framework: Define and reinforce the concept of 'top service quality' by establishing and implementing a robust framework for immediate analysis and feedback, driving excellence throughout the service delivery process.
• Team Leadership: Lead a team of service analysts who review underwriting and case management communications to identify and address problem areas effectively.
• AI Solutions Development: Collaborate with Data Science teams to design AI solutions that support our ongoing goals for Field Service Excellence, leveraging technology to enhance service delivery.
• Coaching & Development: Partner with Learning & Development to provide tailored coaching for individuals identified through service standards assessments, fostering professional growth and service quality improvement.

Qualifications:

• Bachelor's degree preferred or equivalent combination of education and professional experience
• 7+ years' experience in field service management or a related area.
• Experience creating strategies to drive behavior change for operational teams; ideally with service delivery and escalation management.
• Exceptional communication skills, with proven ability to build strong peer relationships and engage stakeholders effectively.
• Change management & influencing skills, with the ability to drive initiatives and outcomes across teams without direct managerial responsibilities.

*Open to Downtown and Franklin options

Compensation Range:

Pay Range - End:

We believe in fairness and transparency. It's why we share the salary range for most of our roles. However, final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process. The standard pay structure is listed but if you're living in California, New York City or other eligible location, geographic specific pay structures, compensation and benefits could be applicable, click here to learn more.

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Northwestern Mutual is an equal opportunity employer who welcomes and encourages diversity in the workforce. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.

We're excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and our commitment to a culture of belonging.

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