Director, Annuity Customer Contact Job at Sammons Financial Group (West Des Moines)

Director, Annuity Customer Contact

Sammons Financial Group

Location:
United States , West Des Moines

Category:
Call Center

Contract Type:
Not provided

Salary:

95311.00 - 158851.00 USD / Year

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Job Description:

Lead, set strategic direction and develop Annuity Customer Contact managers and team members in a multi-company/multi-site environment. Ensure that efficient, compliant and high quality service is delivered to our customers. This includes overseeing the dissemination of information on the company in force block of business across all operating systems. Drive individual and team performance to meet stated key productivity indicators (KPIs) while continuously driving for efficiency gains and improvements to overall ease of doing business for our customers.

Job Responsibility:

Lead, set strategic direction and develop Annuity Customer Contact managers and team members in a multi-company/multi-site environment
Ensure that efficient, compliant and high quality service is delivered to our customers
Drive individual and team performance to meet stated key productivity indicators (KPIs) while continuously driving for efficiency gains and improvements to overall ease of doing business for our customers
Inspire and promote high performance and employee engagement in a fast paced, ever-changing, demanding environment
Develop Customer Contact teams individual and team KPIs and goals that align with the departmental, divisional and Sammons Financial Group Companies (Sammons Financial Group) objectives
Utilize various leadership tools, including, KPIs and targets, service level agreements (SLAs), visual management techniques (e.g. huddle boards), daily and weekly planning and prioritizing, team problem solving and standard work (e.g. best practices) to ensure stated goals and objectives are achieved
Monitor weekly reports of processed and carryover department work activity, and work with department managers and teams to correct problems identified by these reports
Develop and coach managers and employees with a focus on the development of future leaders
Build strong relationships with internal teammates at all sites and the multiple field forces we serve
Oversee partnerships with key third-party vendors
Review and approve budgets for department cost centers, effectively balancing costs with services provided
Provide oversight for establishing, documenting and maintaining departmental procedures
Create and maintain a departmental environment which embraces the corporate core values, Sammons Culture Series (SCS) principles, and emphasizes our culture
Drive and reinforce commitment to operational, financial and internal controls processes such as those under Model Audit Rule and Record Information Management
Oversee the functionality and use of various call center technology including website, IVR (Interactive Voice Response), etc. to ensure these tools meet our needs
Balance all business decisions weighing the cost benefits of each to ensure that cost effective solutions are reached
Coordinate and perform required Human Resource functions for all supervised employees. This includes but is not limited to hiring, training, motivating, salary and bonus administration as well as disciplinary actions

Requirements:

Bachelor's Degree or equivalent work experience
Minimum 5 years' annuity and/or life leadership experience
Minimum 5 years' call center leadership experience
Knowledge of Administration functions and how the functions inter-relate with our Agent Field Force, policy owners and other key areas of Sammons Financial Group
Effective leadership, management, decision-making and motivational skills
Strong interpersonal skills for relationship building, exhibiting a strong emotional intelligence
Excellent communication skills, including listening, oral and written
Proven ability to lead multi-facetted business needs and diverse processes
Demonstrated flexibility in coping with changing business environments
Strong analytical skills
Proven track record of critical thinking and problem resolution skills
Demonstrated ability to act independently within the context of corporate goals
Strong project management skills
Demonstrated expertise in Sammons Financial Group operating procedures and policies
ALHC
FLHC
AAPA
FLMI
Some travel may be required
Criminal background check is required

What we offer:

Health, Dental, Vision, Company Paid Retirement, PTO and Holiday Pay
Employee Stock Ownership Plan (ESOP) is a 100% company-funded retirement plan
Healthy balance between work and personal lives. Friday afternoons off all year long, competitive PTO, and generous number of paid holidays
Incentive program for defined goals subject to eligibility and performance. Monetary rewards are based on individual and/or overall company performance
Colleagues who support one another, model our core values, and drive our healthy, high-performing culture

Additional Information:

Job Posted:
January 10, 2026

Employment Type:

Fulltime

Work Type:

On-site work

Sammons Financial Group - All Job Offers

Job Link Share:

Director, Annuity Customer Contact

Sammons Financial Group

Location:
United States , West Des Moines

Category:
Call Center

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
January 10, 2026

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Director, Annuity Customer Contact

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Job Description:

Job Responsibility:

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Additional Information:

Job Posted:January 10, 2026

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