Customer Delivery Manager - 401K

What You'll Do

As a Customer Delivery Manager, you will:

• Identify, recommend, and implement changes in products, procedures and processes which are required by government. Regulations that impact Sentry's retirement products or business, or which are necessary to remain competitive in the retirement. marketplace. Collaborates with business partners in IT, compliance, auditing, legal, government agencies, and sales to successfully balance Sentry's qualified plan administration business objectives with legal, administrative, and compliance requirements. Develops robust framework for consistently delivering the right service levels for each channel while maintaining efficient productivity levels. Considers and accounts for multi-generational and cultural service expectations and training needs.
• Serve as the business lead for all special projects, technological enhancements, and defect identification and is the primary contact for IT for these activities. Leads change management initiatives in coordination with the management team and SentryU.
• Lead a team of business analysts who ensure that applicable controls and procedures are consistently updated and reflect current business practices and Sentry requirements. Monitors quality through periodic audit processes and measures service and productivity through various unit reports. Serves as the business lead for all internal audit / internal compliance program (ICP) functions as well as ensuring staffing and appropriate skill coverage is in place.
• Refine and optimize customer interactions within all channels to produce desired customer experience. React quickly to customer experience feedback, effectively implementing training and resourcing action plans for improvements. Serves as the business perspective lead in working with SentryU. Develop long-term training strategies for multiple functions that includes ongoing needs assessment and feedback from quality monitoring. Provide oversight to multiple locations and functions to ensure training and quality programs consistently support customer experience initiatives.
• Compare and contrast organization's customer experience approach versus those of competitors and other service-related organizations. Takes active role in customer journey mapping to ensure effective performance and resourcing practices. Provides management with a variety of reports that identify patterns and trends, point out service improvement opportunities, and forecast future needs.
• Manage overall schedules, procedures, and policies for team's functions, ensuring that all Sentry contractual or business obligations are fulfilled adequately. Ensures that team reports are accurately and timely prepared and distributed to affected areas. Responsible for receipt forecasting, staffing models, and associate scheduling across all locations to ensure a consistent customer experience for all touch points.
• Administer human resource-related activities including timely performance and salary reviews and ensures all subordinates adhere to human resources policies and practices. Select, develop, motivate, and recognize staff.

Additional Responsibilities

• Develop team relationship management, communication, and technical skills to anticipate and address service issues and resolve problems quickly and effectively.
• Serve as the business owner for all permissions / system administration type functionality that can be assigned outside of the reporting hierarchy.
• Assist with review and assessment of special plan administration and compliance needs in competitive bidding situations.
• Maintain expert knowledge of current and proposed rules and regulations affecting retirement plans.
• May use speech analytics technology to identify and implement process improvements in training and workforce management.
• Oversee development and on-going maintenance of internal help site and dashboards.
• May lead and manage managers, supervisors, and associates in multiple locations.
• Manage financial resources including developing, administering, and assuring conformance to the annual department budget.

What it Takes

**This position will be located out of Sentry's Stevens Point office under a hybrid work model.**

• Bachelor's degree or equivalent work experience.
• Minimum 5 years of related work experience.
• Certified Employee Benefits Specialist - Retirement Plans Associate (CEBS RPA) preferred.
• American Society of Pension Professionals & Actuaries Qualified 401(k) Administrator (QKA) preferred.
• Demonstrated competence in management skills, along with analytical abilities to develop, implement, and monitor pension programs.
• Proven people skills with effective experience in training, managing, mentoring, and evaluating direct reports as assigned in a services industry focus.
• Ability to organize and coordinate various activities related to planning, developing, and implementing pension programs.
• Ability to prioritize work and maintain appropriate service standards.
• Ability to analyze data, identify trends, and communicate results.
• Ability to respond to sensitive inquiries or complaints from customers, state insurance departments, producers, and others with tact and diplomacy. RKING

What You'll Receive

At Sentry, your total rewards go beyond competitive compensation. Below are some benefits and perks that you'll receive.

• Sentry is happy to offer flexibility through a scheduled Hybrid work model. Monday and Friday work from home if you choose to, Tuesday through Thursday you'll work in office.
• As a Sentry associate, you will have an in-office workspace and materials for your home office. In addition to the laptop, you will receive prior to your start, Sentry will provide equipment for your home office.
• Meal Subsidy available for associates who report to an office.
• 401(K) plan with a dollar-for-dollar match on your first eight percent, plus immediate vesting to help strengthen your financial future.
• Continue your education and career development through Sentry University (SentryU) and utilize our Tuition Reimbursement program.
• Generous Paid-Time Off plan for you to enjoy time out of the office as well as Volunteer-Time off.
• Group Medical, Dental, Vision, Life insurance, Parental leave, and our Health and Wellness benefits to encourage a healthy lifestyle.
• Well-being and Employee Assistance programs.
• Sentry Foundation gift matching program to encourage charitable giving.

About Sentry

We take great pride in making Forbes' list of America's Best Midsize Employers. A lot of different factors go into that honor, many of which contribute to your job satisfaction.

Our bright future is built on a long track record of success. We got our start in 1904 and have been helping businesses succeed and protect their futures ever since. Because of the trust placed in us, we're one of the largest and financially strongest mutual insurance companies in the United States. We're rated A+ by A.M. Best, the industry's leading rating authority.

Our headquarters is in Stevens Point, Wisconsin, with offices located throughout the United States. From sales to claims, and information technology to marketing, we enjoy a rewarding and challenging work environment with opportunities for ongoing professional development and growth.

Get ready to own your future at Sentry. Opportunities await!

Donna Paschall

donna.paschall.2@thegeneral.com

Equal Employment Opportunity

Sentry is an Equal Opportunity Employer. It is our policy that there be no discrimination in employment based on race, color, national origin, religion, sex, disability, age, marital status, or sexual orientation.