Jackson National Life Insurance Company

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Job Purpose

The Director, Distribution Command Center partners with sales leadership in Distribution to develop and execute a strategic workforce and workflow planning process. The Director oversees the Command Center associates responsible for the effective scheduling, forecasting, and resource allocation and other operational activities while adjusting resources to meet business objectives. The Director provides strategic leadership in how we optimize and strengthen the capabilities of our team so we can drive effective and efficient results across the organization. This individual fosters a high-performance culture within the team, implementing data-driven insights to enhance productivity within Distribution. The Director also drives the team to meet key performance indicators and collaborates across the department to align staffing with business needs, contributing to the overall success of our Sales team.

Essential Job Responsibilities

• Manages the associates responsible for workforce effectiveness, including hiring, knowledge acquisition, prioritization of work, goal setting, performance management, continuous improvement, recognition, and career development.

• Understands Command Center processes and technology to ensure the scheduling function is providing optimal forecasting, scheduling and identifying new methods, strategies and opportunities while effectively directing the completion of work and managing effectively through varying volumes within Distribution.

• Supports the development, maintenance, and governance of the sales workforce management functions; including but not limited, reporting, scheduling, real-time management, and tracking of key performance indicators.

• Monitors and evaluates the quality of Distribution Command Center associates' performance and provides coaching and development by giving timely and actionable feedback to drive optimal performance.

• Identifies improvements to associate experience and engagement and participates in creating action plans to address or improve their department.

• Communicates goals and expectations with associates regularly through team meetings and one-on-one discussions.

• Ensures that the management team is providing the appropriate real-time oversight and takes appropriate action to meet SLAs and maximize efficiency.

• Ensures the accurate compilation and distribution of information and reports to identified stakeholders in a contextual and actionable format.

• Provides analytics on trends and uses data to identify drivers while continuing to evolve clients reporting structure, such as Power BI integration.

• Develops and maintains short- and long-term forecast/capacity plans and ensures sufficient staff is available during peak periods.

• Acts as a consultant to the business on a wide variety of contingent workforce strategies, programs, and processes.

• Aligns connectivity between multiple Distribution departments to support the Sales Desk and Sales Enablement efforts.

• Analyzes data and trends for optimal performance metrics.

Other Duties

• Performs other duties and/or projects as assigned.

Knowledge, Skills & Abilities

• Proven leadership skills with the ability and desire to develop staff through coaching, training, and support with the ability to concisely explain information through data storytelling.

• Proven ability to effectively lead associates in a fast-paced environment, ensuring completion of work occurs within required SLAs.

• Proven ability to accept, adapt, influence, and positively lead their teams through an everchanging environment. Ability to lead change initiatives and communicate in a positive manner.

• Strong knowledge of Jackson Operations systems and processes, including strong understanding of Salesforce, Excel and PowerBI.

• Strong interpersonal skills with the ability to communicate professionally and effectively across all levels within the organization and serve as a liaison between cross-functional teams. Ability to influence and negotiate.

• Strong collaboration skills with the ability to work with individuals across multiple teams to accomplish objectives and build consensus across all levels of the organization.

• Strong business acumen and customer mindset, allowing for service driven process recommendations and associate coaching to exceed customer expectations.

• Ability to think creatively and recommend improvements to processes and procedures.

• Excellent organizational skills: ability to multitask, delegate, and prioritize tasks and projects to meet deadlines.

• Highly analytical with ability to solve complex problems that include the application of both effective business decisions and good judgment.

• Strong decision-making skills that can be applied in a fast-paced environment.

• Data analytical and results oriented approach with strong solution-based mind-set.

• Strong verbal and written communication skills.

• Expert knowledge of Microsoft Office applications; including Excel, Word, SharePoint, PowerPoint, Outlook, Teams and PowerBI.

• Strong knowledge of financial services and/or insurance industry business operations.

Qualifications

• Bachelor's Degree in a business-related field or equivalent experience required.

• 5+ years of business experience required.

• 1+ years of management experience preferred.

• 1+ years of insurance or financial services industry experience preferred.

• 1+ years of project management experience and Agile experience preferred.

We don't just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Jackson is proud to be an equal opportunity workplace. The Company subscribes to and endorses federal and state laws and regulations relating to equal employment opportunity for all persons without regard to race, color, religion, gender, age, national origin, legally-recognized disability, marital status, legally-protected medical condition, citizenship, ancestry, height, weight, sexual orientation, veteran status, or any other factor not related to the needs of the job. The Company is committed to a policy of equal opportunity. Company facilities and campuses are tobacco-free environments.

At Jackson, our employees are empowered to bring a fresh perspective, confront new challenges, and define their own career paths. We value the unique perspectives and innovative ideas that come from our employees' diverse backgrounds.

Jackson is the marketing name for Jackson National Life Insurance Company (Home Office: Lansing, Michigan) and Jackson National Life Insurance Company of New York (Home Office: Purchase, New York). Jackson National Asset Management, LLC (JNAM) located in Chicago, Illinois, is an SEC-registered investment adviser and Jackson subsidiary.

Annuities are distributed by Jackson National Life Distributors LLC, Member FINRA.

Jackson companies offer an outstanding benefits package including competitive pay, bonuses, comprehensive health insurance benefits, a matching 401(k) retirement plan, adoption assistance, education matching gift program and dependent tuition program. Online applications requested. Contact human.resources@jackson.com for alternate formats for accommodation.

To learn more about Jackson's financial strength and results, visit jackson.com (https://www.jackson.com/our-company/financials/landing.xhtml) .