Case Management Manager

Franklin, Wisconsin
Northwestern Mutual

Summary:

Directs and manages the operations of New Business Case Management. Responsible for staffing, development, coaching, communication and salary administration. Has accountability for the performance and results of the team and identifies and solves operational problems.

Primary Duties & Responsibilities:

• Directs and manages the operations of New Business Case Management. Responsible for staffing, development, coaching, communication and salary administration. Independently leads and/or participates as a key resource in complex, cross-departmental projects and initiatives.
• Resolves operational problems that impact and strengthen internal and external customers. Fosters a trust and communication within the work groups which supports the business process efficiencies. Manages the investigation and resolution of complaints pertaining to underwriting requirements, vendors, administrative processes. Facilitate resolution of technical underwriting outcomes with technical subject matter experts.
• Collaborates with internal partners to track, trend and perform root cause analysis around elevated product or service-related concerns. Leverages data analytics to identify obstacles and continually improve operations and the field/client experience.
• Strong understanding of our business priorities and ability to identify technology that will improve or enhance our network office, home office and client experience. Serves as a liaison between the home office, network offices, and (when applicable) vendors to facilitate the implementation and adoption of new processes and/or technology.
• Provides assistance as needed with the vendor service delivery oversight of a portfolio of third-party vendors including paramedical examining companies, laboratories, medical record retrieval companies, and other providers of underwriting requirements services providing Life and DI medical, lay, and financial underwriting requirements. May oversee and coach vendor/service escalations involving communication and resolution between home office, field and vendor leadership.
• Serves as communication liaison/resource, providing technical problem resolution with field management, agents, company management, other companies and insurance departments regarding underwriting concerns and issues. You will develop, implement, and monitor customer service standards for agency-level staff.

Knowledge, Skills, & Abilities:

• Bachelor’s degree or an equivalent combination of education and progressively responsible work experience. Minimum of five years related professional level experience, preferably in a client advocacy (insurance operations) function.
• Demonstrated ability to understand overall Company/Insurance Operations customer service needs/challenges.
• Demonstrated leadership and mentoring/coaching skills and the ability to develop and train team members.
• Demonstrated experience in leading process improvement, product introduction, system enhancements and/or committee efforts through development and implementation.
• Proficiency with tracking, development and maintenance of metrics.
• Demonstrated ability to negotiate win-win solutions with clients, field and peers and the ability to collaborate freely, working across the function(s) with staff and peers, seeking opportunities to teach and learn from one another.
• Effective change management skills to positively influence, work cooperatively, and negotiate with all levels in the department, the company, policy owners and the field to obtain maximum operational efficiency.

Compensation Range:

Pay Range – Start:

$76,650.00

Pay Range – End:

$142,350.00

Geographic Specific Pay Structure:

Structure 110:

$84,350.00 USD – $156,650.00 USD

Structure 115:

$88,130.00 USD – $163,670.00 USD

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.

Grow your career with a best-in-class company that puts our clients’ interests at the center of all we do. Get started now!

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.

Skills

Change Adaptability (NM) – Advanced, Insurance Acumen (NM) – Intermediate, Underwriting Ecosystem (NM) – Advanced, Customer Centricity (NM) – Intermediate, Technology Adaptation (NM) – Advanced (Inactive), Information Gathering (NM) – Advanced, Consulting (NM) – Advanced, Adaptive Communication (NM) – Advanced, Attention to Detail (NM) – Intermediate, Data Application (NM) – Advanced, Negotiation & Managing Objection (NM) – Advanced, Accountability (NM) – Intermediate, Decision Making (NM) – Advanced, Learning Agility (NM) – Advanced (Inactive), Data Literacy (NM) – Advanced, Underwriting Practices (NM) – Advanced

FIND YOUR FUTURE

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

PandoLogic. Category:General, Location:Franklin, WI-53132