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AVP, Claimant Service Excellence

Company: Lincoln Financial
Location: Concord
Posted on: May 16, 2020

Job Description:

Alternate Locations: Atlanta, GA (Georgia); Boston, MA (Massachusetts); Charlotte, NC (North Carolina); Concord, NH (New Hampshire); Dover, NH (New Hampshire); Fort Wayne, IN (Indiana); Greensboro, NC (North Carolina); Hartford, CT (Connecticut); Omaha, NE (Nebraska); Phoenix, AZ (Arizona); Radnor, PA (Pennsylvania)

Relocation assistance will be considered/provided for this opportunity within our company guidelines.

Level: M4

Requisition #63883

About the Company

Lincoln Financial Group, a Fortune 250 company with over 10,000 employees, provides advice and solutions that help empower Americans to take charge of their financial lives with confidence. Our core business areas - Life Insurance, Annuities, Retirement Plan Services and Group Protection - focus on supporting, preserving and enhancing over 17 million customer's lifestyles and retirement outcomes.

Headquartered in Radnor, Pennsylvania, Lincoln Financial Group is the marketing name for Lincoln National Corporation (NYSE: LNC) and its affiliates. The company had $238 billion in assets under management as of December 31, 2018.

Ranked one of the Best Large Employers in America by Forbes magazine, Lincoln Financial Group makes a serious investment in our employees' futures through a broad range of wealth accumulation and protection plans, health and wellness programs, and career development resources designed to help each individual reach their personal and professional goals.
General Purpose of Job
This AVP, Claimant Service Excellence position is responsible for the overall leadership and direction of a unit located in one or more sites with multiple distinct teams. The teams provide services which may span across multiple product lines, markets and/or channels. The position is focused on delivering competitive, operationally efficient, and compliant services that place Lincoln at the forefront of the industry.Duties and Responsibilities

  • Builds organizational capability within his/her assigned area(s) of responsibility.
  • Contributes to business unit/operational and enterprise strategy creation for his/her assigned area(s) of responsibility.
  • Develops and plans strategies, anticipating what is ahead; and prioritizes business, team and individual objectives based upon the enterprise and business vision, mission, values and goals.
  • Ensures effective customer relations with sales force through communications, problem solving, and servicing philosophy.
  • Ensures team members understand the strategic implications of decisions, monitoring and execution of the decisions taken.
  • Ensures that top talent is hired and retained for his/her assigned area(s) of responsibility.
  • Establishes and controls methods to assure compliance with state and federal regulations, and legal and audit requirements. Ensures the effective and efficient management of the day-to-day operations.
  • Establishes business partnerships and alliances across the organization and industry; finds common interests and mutually beneficial grounds to help achieve business objectives.
  • Establishes service metrics that meet or exceed customer expectations. Operate within budget and continually seek opportunities to contain cost.
  • Guides and evaluates departmental performance and takes appropriate action to meet and/or exceed performance standards for assigned area(s) of responsibility.
  • Leads and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
  • Leads the identification, development, and implementation of strategic process improvements that significantly reduce workloads or improve quality across the team, business unit, and/or the organization for assigned area(s) of responsibility.
  • Leads, establishes and implements priorities, performance goals and objectives to achieve key business results for his/her assigned area(s) of responsibility.
  • Leads/executes approved strategy for his/her assigned area(s) of responsibility.
  • Maintains knowledge on current and emerging developments/trends for assigned area(s) of responsibility, assesses the impact, and collaborates with executive/senior management to incorporate new trends and developments in current and future strategies.
  • Oversees, directs and controls activities supporting systems design and enhancements to relating department operations.
  • Prioritizes across multiple stakeholders demands to ensure that resources are coordinated; balances short-term considerations with long-term goals; and manages overlapping time lines and competing expectations.
  • Proactively develop, maintain, and maximize positive business relationships with distribution channels. Partner with our distribution leaders to resolve requests/issues.
  • Proactively looks for opportunities to mentor and advance the career of others.
  • Provides thought leadership and functional expertise to internal/external stakeholders for his/her assigned area(s) of responsibility.
  • Provides training and development opportunities, including stretch assignments, for team members and gives honest and open feedback to aid in the development of talent.
  • Sets the standard through daily actions that a diverse and inclusive workplace/culture is a key element in one's business and professional success. Understands how and coaches others to leverage differences to create innovative outcomes.

    Additional Position Responsibilities

    • Carries out duties in compliance with all state and federal regulations and guidelines. Complies with all company and site policies and procedures.
    • Makes a positive contribution as demonstrated by: - Making suggestions for improvement - Learning new skills, procedures and processes
    • Performs other duties as required.
    • Remains current in profession and industry trends.

      Other Skills and Abilities

      • Ability to perform under stress in cases of emergency, critical or hazardous situations.
      • Ability to work with others in a team environment.
      • Demonstrated ability to identify, develop and implement processes improvements.
      • Demonstrated ability to successfully hire, retain, develop and coach staff via a culture of real-time performance feedback, with ability to build both technical and leadership skills.
      • Demonstrated strong relationship management skills with internal clients (e.g. senior/executive management, peers and colleagues); proven ability to develop creative and collaborative approaches.
      • Demonstrates strong interpersonal skills with a collaborative style.
      • Demonstrates strong project management leadership skills including, critical ability to coordinate and balance multiple projects in a time-sensitive environment, under pressure, and meeting deadlines.
      • Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
      • Successfully completes regulatory and job training requirements.


        • 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's) - Minimum Required


          • 10+ Years Experience in client-customer support and operations that aligns to the responsibilities of this role, including 3+ years experience of managerial, supervisory and/or demonstrated leadership experience including influencing senior management/critical stakeholders experience. (Required )

            This position may be subject to Lincoln's Political Contribution Policy. An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln's current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.

            Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial Group are considered property of Lincoln Financial Group and are not subject to payment of agency fees.

            Lincoln Financial Group ("LFG") is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, veterans status, or genetic information. Applicants are evaluated on the basis of job qualifications. If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY/TDD assistance, contact us by calling 260-455-2558.


Keywords: Lincoln Financial, Concord , AVP, Claimant Service Excellence, Other , Concord, New Hampshire

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