Agency Team Lead
On-siteWest Des Moines, Iowa, United States
Job Summary
Support daily department operations to ensure KPIs, SLAs, quality standards, and customer experience goals are met. Assist with onboarding, coaching, mentoring, and developing team members to drive performance and engagement. Monitor operational metrics and identify trends, risks, and opportunities for improvement using reports and analytics. Serve as the primary escalation point for complex customer and producer inquiries. Lead and support process improvement initiatives that increase efficiency and enhance the customer experience. Champion the adoption of AI-enabled tools, automation, and knowledge resources to improve productivity and service delivery. Serve as a technical resource and partner with Operations, Technology, Quality, Training, and Compliance to implement process and system improvements. Ensure adherence to company policies, regulatory requirements, and operational controls. Document processes, communicate updates, and support a culture of accountability, innovation, and continuous improvement.
Required Qualifications
- Bachelor's degree OR equivalent combination of education and work experience
- Minimum of 3+ years of related professional experience
- Strong analytical, problem-solving, organizational, and communication skills
- Ability to manage multiple priorities in a fast-paced environment
- Experience using operational metrics and data to drive performance and decision-making
- Intermediate to advanced proficiency in Microsoft Office Suite
Desired Qualifications
- Leadership, coaching, or Team Lead experience
- Experience with life and annuity products and systems
- Experience participating in process improvements, system implementations, or cross-functional projects
- Familiarity with AI-enabled tools, automation, or digital customer service technologies
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