This role leads and sustains the transformation of WFG Service Operations through the service delivery and production teams.

Responsibilities

  • Develop tools for measuring and monitoring internal operational performance and third-party vendor performance. Collaborate with data and analytics teams and implement programs to ensure data quality.
  • Implement process improvements within current processes incorporating data and analytics to measure and sustain benefits.
  • Administer low code platform configuration and implement AI tools and robotics processing automation.
  • Source and facilitate service tooling and digital service delivery with best-of-class platform providers. Manage the tooling for multi-market, multi-product distribution across financial services industry verticals including insurance, annuities, wealth, group, banking, private market and liquidity.
  • Develop and implement assurance programs for service quality, process efficiency, and work-force management. Collaborate with service and process leadership to support performance improvement.
  • Collaborate with digital platform designers and executives responsible for agent/advisor experience. Engaging field leaders, platform users (VOC), product providers, and control functions (legal, finance, compliance) for overall service delivery governance.
  • Accountable for continuous improvement in efficiency, productivity and overall satisfaction (NPS).
  • Engage stakeholders to develop ambitious and clear strategic priorities; communicate “the strategic narrative” to employees.
  • Serve as a subject matter expert for stakeholders across the organization. Includes knowledge of multiple products, features, benefits, pricing, etc. and their relative positioning in the marketplace. Represent current and emerging industry developments/trends in strategic discussions.
  • Foster employee engagement by building a non-hierarchical culture of collaboration, transparency, and trust across the team.
  • Recruit, develop, and lead high-performing teams with expertise in advanced process management, low-code platform administration, process automation, platform integration, artificial intelligence, and modern service technologies including RESTful APIs and streaming architectures.
  • Lead the modeling and design of automated service solutions within a scalable service architecture framework to drive sustained improvements in operational efficiency, service quality, and user experience.
  • Own the strategy and execution of service tooling across diverse financial services verticals—including insurance, annuities, wealth management, group benefits, banking, private markets, and liquidity—to support multi-market, multi-product distribution.


Qualifications

  • Bachelor’s degree in business, finance, or related field, or equivalent experience.
  • 15+ years of leadership experience in operations and service delivery, with deep knowledge of customer expectations, product trends, and the competitive landscape.
  • Proven success leading enterprise-wide transformation initiatives and transitioning to business-as-usual operations.
  • Strategic thinker with the ability to simplify complexity into actionable, prioritized plans.
  • Exceptional communication, decision-making, and stakeholder engagement skills.
  • Strong leadership presence with a focus on team development, collaboration, and performance.
  • Expertise in continuous process improvement, including performance monitoring, output management, and training of process professionals.
  • Demonstrated success in process engineering designed to deliver sustained high levels of service quality, drive automation, and eliminate waste.
  • Experience configuring omni-channel infrastructure (telephony, workflow, transaction processing) and delivering event-driven workflows, robotic process automation (RPA), and vendor-integrated services.
  • Proven application of AI in service management, training, and task support using service data and digital interactions to drive adoption and use.
  • Deep understanding of financial services supply chain protocols and integration standards (DTCC, ACORD, SWIFT, REST, JSON).
  • Proficient in process improvement methodologies: Lean Six Sigma (L6r), Theory of Constraints (TOC), Kaizen, Lean, Business Process Reengineering (BPR), Agile, and Total Quality Management (TQM).

    Working Conditions

    • Office Environment
    • Occasional Travel <10%


     

    The Salary for this position generally ranges between $235,000 - $265,000 annually. Please note that the salary range is a good faith estimate for this position and actual starting pay is determined by several factors including qualifications, experience, geography, work location designation (in-office, hybrid, remote) and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law. Additionally, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at the Company’s discretion.