Director of Fulfillment Center Operations

Job Title: Director of Fulfillment Center Operations

Company: The Marketing Alliance, Inc. (TMA), doing business as The Insurance Fulfillment Center (IFC)

About TMA and IFC:
TMA, established for over 30 years, operates The Insurance Fulfillment Center (IFC) as its fulfillment arm. IFC serves as a pivotal entity in the life insurance industry, providing essential services such as Tele-interviewing, term life case management, annuity data entry, and Contracting. As an Insurance Marketing Organization (IMO), TMA facilitates the distribution of insurance products through various channels, ensuring seamless operations and client satisfaction.

Position Overview:
The Director of Fulfillment Center Operations plays a critical role in overseeing the efficient functioning of IFC's operations in Omaha. Reporting directly to the Senior VP of Operations, this position holds responsibility for managing a diverse team comprising a Manager, Team Lead, and 20 staff members. The incumbent will lead efforts to maintain departmental budgets and expenses in alignment with organizational goals while actively contributing to the company's expansion strategies.

Key Responsibilities:

• Lead and supervise the Manager, Team Lead, and staff to ensure smooth operations and high performance standards.
• Oversee all aspects of fulfillment center operations, including Tele-interviewing, term life case management, annuity data entry, and Contracting.
• Develop and implement strategies to optimize workflow efficiency, resource allocation, and quality assurance.
• Monitor departmental budgets and expenses, making strategic decisions to ensure financial alignment and cost-effectiveness.
• Collaborate with senior management to identify opportunities for business growth and expansion.
• Act as a liaison between IFC and external stakeholders, fostering strong relationships with clients, vendors, and partners.
• Provide leadership and guidance to support staff development, training, and performance improvement initiatives.
• Stay abreast of industry trends, regulations, and best practices to inform operational decision-making and strategic planning.

Qualifications:

• Minimum of 5 years of relevant experience in operations management, preferably in a Call Center or Case Management enviroment.
• Proven track record of leadership and success in overseeing multi-functional teams and driving operational excellence.
• Strong understanding of technology and its applications in optimizing operational performance, including the use of KPIs, scorecards, call volume planning, and other performance metrics.
• Experience in leveraging technology solutions to streamline processes, enhance efficiency, and improve customer satisfaction.
• Strong financial acumen with experience in budget management and cost control.
• Excellent communication, negotiation, and interpersonal skills.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

About TMA and IFC:
An Insurance Marketing Organization (IMO) is a company that connects insurance agents and brokers with insurance carriers to distribute various insurance products to consumers. IMOs play a vital role in the insurance industry by facilitating the marketing, sales, and distribution of insurance products through their network of agents and brokers. As an IMO, TMA operates IFC to streamline fulfillment operations and enhance client services within the life insurance sector.

Job Type: Full-time

Pay: $65,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Holidays
• Monday to Friday
• No nights
• No weekends

Ability to Commute:

• Omaha, NE 68164 (Required)

Work Location: Hybrid remote in Omaha, NE 68164