Manager, New Business Operations - Back Office (Dallas, TX)

M Financial Holdings - Dallas, TX

Full-time - Senior

Dallas, TX

Management of Companies and Enterprises

About the position

The Manager of New Business Operations - Back Office at M Financial Holdings is responsible for leading the Back Office Support in life insurance new business operations. This role involves managing daily operations, case management, and new business teams while collaborating with various stakeholders to ensure optimal service delivery to Member Firms. The position emphasizes building and implementing systems, developing training platforms, and maintaining a flexible staffing approach to meet the evolving needs of the Back Office.

Responsibilities

• Provide life case management and new business operations and support for Back Office
• Build and implement systems for Back Office case management and new business operations
• Develop, document, maintain, and improve processes and procedures
• Work with stakeholders to develop and implement operational reporting and dashboards as required to monitor SLAs and KPIs
• Build and maintain a sustainable, flexible staffing approach that allows for resources to be ramped up and maintained to meet growing or changing Back Office model needs; ensure appropriate support across time zones
• Coordinate and collaborate with Back Office teams and other teams within the organization
• Manage and develop highly skilled team members to ensure business, departmental, and professional development objectives are realized
• Partner with other stakeholders to develop a robust Back Office new business and underwriting training platform
• Oversee Case Management and New Business teams and their daily work deliverables
• Partner with Carrier Relations and Underwriting Teams to manage challenges and address complaints with carrier new business and underwriting service and processes; serve as an escalation point
• Partner with M Underwriting, Carriers, and Member Firms to develop and promote best practices for Back Office
• Create effective and scalable training and development opportunities for Back Office case management and underwriting staff
• Maintain knowledge of specific insurance carrier guidelines, policies and business practices related to new business and underwriting processes; monitor industry trends
• Contribute to projects, strategic initiatives, or other duties as directed

Requirements

• Minimum of 10 years case management and/or life underwriting experience is required; must have experience with informal underwriting in the large case market and efficient handling of smaller cases
• Prior new business team management experience required
• Strong understanding of insurance products, concepts, and terminology
• Familiarity with common medical conditions and terminology
• Exceptional customer service and interpersonal skills; ability to build relationships with internal and external partners and clients
• Excellent oral and written communication skills
• Time management and ability to handle multiple tasks in a fast-paced environment
• Proven analytical, problem solving, and decision-making skills
• Skilled in fostering a collaborative work environment and promoting professional growth among team members
• Demonstrated ability to lead, mentor, and motivate teams to achieve performance goals
• Proven ability to manage multiple producers' new business needs
• Demonstrated ability to develop and improve new business processes
• Demonstrated ability to navigate ambiguity and drive success in an innovative environment

Benefits

• Health savings account
• Disability insurance
• Health insurance
• Dental insurance
• Flexible spending account
• Tuition reimbursement
• Employee assistance program
• Vision insurance
• 401(k) matching
• Life insurance