American Equity Mgr, Quality Control in West Des Moines, Iowa
GENERAL PURPOSE OF THE JOB:
The Manager of Quality Control is responsible for driving the overall performance, processes and procedures related to process audits and customer communication assessments. The incumbent ensures the data surrounding the quality of the processes within operations meet or exceed standards by providing leadership, guidance and supervision to Quality Control team members.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Directs audits, assessments and other quality checks over Operational functions.
Mentors, coaches and drives teams to achieve desired results. Ensures the quality and timeliness of data surrounding the processes within operations meet or exceed operational standards.
Bases decisions on a thorough understanding of the role and responsibilities of the Quality Control team and it’s impact to the organization, as well as organizational risk and risk controls as it relates to functions within Operations.
Coordinates various Quality Control processes and procedures, maximizing operational efficiencies; recognizes, recommends, implements, audits and tests operational improvements.
Leads a diverse team of employees with responsibility for managing the employee life cycle and experience, including but not limited to, selection and retention of talent, continuous feedback and performance management, reward and recognition, corrective action and employee development.
Assists in new and existing employee training and coaching.
Ensures effective communications throughout assigned operations functions and cross-departmentally.
Reviews and makes objective decisions regarding audit disputes.
Researches and resolves complicated and/or escalated situations.
Collaborates with Operations leadership, Senior Management and other departments to ensure policies adhere to corporate and regulatory guidelines.
Maintains effective internal and external customer service relations.
Reviews, monitors and maintains Quality Control team member performance.
Leads, participates in and executes strategic projects and initiatives.
Oversees or performs special project work as assigned.
Performs other related work as assigned.
Generally more than five (5) individual contributors
General Description of Indirect Reports (2 and 3-downs):
No Indirect Reports
EDUCATION AND/OR EXPERIENCE:
Bachelor’s degree (B.A.) in business administration/management, finance or related field of study, plus eight (8) years of progressively responsible related insurance or financial services, or equivalent combination of education and/or experience.
Three (3) or more years of experience managing people in an auditing/analysis environment required.
CERTIFICATES, LICENSES, PROFESSIONAL DESIGNATIONS:
Completion of LOMA exams or designations are a plus.
KNOWLEDGE, SKILLS AND ABILITIES:
Must have a strong understanding and knowledge of most production tasks.
Ability to successfully coach, influence and lead new and existing employees, including proven ability to lead through other managers.
Ability to maintain confidentiality of sensitive company information.
Strong customer service orientation, specifically as it relates to internal customers.
Effective verbal and written communication skills.
Mathematical skills and strong attention to detail.
Ability to work cooperatively and successfully with employees, customers, and other outside third parties.
Strong organizational and planning skills.
Proficient in the use of Microsoft Office Suite.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions.
Ability to read, analyze, and interpret general business periodicals, professional journals and technical/operational procedures.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Strong reporting skills.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to successfully handle pressure and meet deadlines in a fast-paced work environment.
This description covers the major purpose and essential functions of the job. It is not intended to give all details or a step-by-step account of the way each task is to be performed. Employees may receive other job related instructions and be required to perform other job related work requested by their manager. All requirements are subject to possible modification to provide reasonable accommodation to qualified individuals with disabilities.