Job Description:
Position Overview
Our New Business team is at the heart of delivering outstanding support to Financial Professionals, their assistances, and their clients. We seek a dynamic, results-driven Team Lead to inspire and guide our Account Managers and Case Administrators, ensuring operational excellence and top-tier service. The Team Leader for New Business will be responsible for driving performance, enhancing processes, and fostering a culture of collaboration, accountability, and continuous improvement. The Team Leader ensures that team members adhere to company policies and procedures, maintain compliance with regulatory standards, build distribution relationships and deliver exceptional customer service while meeting individual and team performance metrics. This role also involves coaching and developing team members, monitoring workload distribution, assisting with day-to-day processing and production, and ensuring efficient operations to meet business objectives. This position offers the opportunity to lead by example, solve complex challenges, and directly impact business success.
We’ve embraced a flexible, hybrid approach to work. Based on your role and personal preference, we empower you to choose where you work best. This model allows you to balance your life and bring your whole self to work.
Responsibilities
- Team Leadership & Management: Provide leadership, mentorship, and day-to-day oversight of a team of Account Managers and Case Administrators, ensuring delivery of high-quality and accurate customer service. Foster a culture of excellence, accountability, and continuous learning.
- Performance & Operational Excellence: Track and assess team and individual performance against established New Business Service Level Agreements (SLAs) and other key performance metrics. Proactively identify areas for improvement and implement necessary changes to achieve optimal team outcomes. Collaborate with internal departments such as Underwriting, Quality, Training, and other operational areas to ensure the team has the resources needed to meet clients’ expectations and align with business objectives. Assisting with day -to-day processing and production of work assignments.
- Coaching & Development: Regularly coach and develop team members through training, feedback, mentoring, and performance evaluations, fostering a culture of continuous improvement, technical expertise, and customer-centric top tier service.
- Escalation & Problem Solving: Serve as the point of escalation for complex inquiries, complaints, or sensitive situations. Assist team members in navigating challenges, utilizing advanced problem-solving skills to resolve issues promptly and effectively.
- Quality Assurance Compliance: Ensure that all transactions processed by the team comply with company policies, procedures, and regulatory requirements. Lead quality assurance initiatives to identify gaps and enforce corrective actions, when necessary, in partnership with the Quality team
- Process Improvement & Innovation: Identify opportunities for operational and process improvements, leveraging best practices and new technologies. Recommend and implement changes to enhance customer experience and streamline operations.
- Reporting & Communication: Prepare and present regular reports on team performance, challenges, and achievements to New Business senior management. Maintain open lines of communication with both team members and leadership to ensure alignment on goals and expectations.
- Training & Onboarding: Ensure that team members complete all required regulatory and job-specific training. Assist in onboarding new team members and guide them through the learning process to develop expertise in the Company’s Life Insurance and Annuity products and processes.
Skills and Abilities
- Proven track record of leadership, with experience coaching, and developing high-performing teams.
- Strong understanding of VUL Life Insurance products and transaction processing.
- Analytical mindset with the ability to interpret performance data and translate insights into actionable strategies for continuous improvement.
- Strong problem-solving skills and the ability to handle escalations and complex issues effectively.
- Excellent organizational and time management skills, with the ability to manage multiple priorities and deadlines.
- Excellent communication skills, both verbal and written, with a capacity for clear and concise reporting.
- Ability to work collaboratively in a team environment, while also being a self-starter who can work independently.
- Strong technical aptitude, with proficiency in navigating multiple systems and workflow tools.
- Ability to adapt to a dynamic and changing work environment, with a focus on continuous improvement.
Education
- Bachelor's Degree Preferred
Experience
- 5 years experience in life insurance industry Required
- 1-3 years experience in a leadership role Required
- Knowledge of insurance products, distribution systems and administrative systems Required
- Comprehensive knowledge of organizations operations, products and services as well as those of related departments Required
Licenses
- LOMA designation Preferred
Base Salary Range - $75,000-$90,000
For over 175 years, Penn Mutual has empowered individuals, families and businesses on the journey to achieve their financial goals. Through our partnership with Financial Professionals across the U.S., we help instill the confidence and reliability that comes from a stronger financial future. Penn Mutual and its affiliates offer a comprehensive suite of competitive products and services to meet the unique needs of Financial Professionals and their clients, including life insurance, annuities, wealth management and institutional asset management. To learn more, including current financial strength ratings, visit www.pennmutual.com.
Penn Mutual is committed to Equal Employment Opportunity (EEO). We provide employment and advancement opportunities to all qualified applicants and associates, according to applicable laws. This is reflected in our practices for hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment, compensation, selection or training, and all other terms and conditions of employment. All employment-related decisions and practices are free from unlawful discrimination. This includes: race, creed, color, national origin, ancestry, citizenship age, gender (including pregnancy), sexual orientation, gender identity or expression, domestic partnership or civil union status, marital status, genetic information, disability, religious observance or practice, liability, veteran status or any other classification protected under applicable law.
