Job Description

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.

PRINCIPAL ACCOUNTABILITIES:

Responsible for the day to day technical support of the FPS operations team to ensure quality and timely outputs are delivered to subscribers, as the services evolve with technology and product enhancements. Positively influences and leads changes with individual FPAs and the team.

Develops and provides technical training to Financial Planning Associates (FPAs) and other FPS teams, including Service Development and User Support, to improve the overall service and experience that FPS delivers to the field. Identifies gaps in learning/training and recommends plans of action.

Uses planning expertise, critical thinking and judgment to resolve difficult plan requests, issues, complaints or errors related to FPS standards or procedures. This includes analyzing discrepancies related to plans, initiating corrective action, and providing counsel and information to subscribers and home office cross-functional teams. Evaluates and grants flexibility to established practices and procedures when appropriate.
Mentors less experienced staff, providing answers to questions, advice, feedback and support. Provides performance feedback to the manager.

Assists in design of and executes quality assurance plans necessary to ensure quality outputs are delivered to FPS subscribers

Identifies, develops and implements process, system and workflow improvements and ensures team alignment.

Ability to assist in both team and cross-functional team projects and process improvements.
Acts as backup and/or escalation for subscriber support calls when necessary.
Viewed as an expert on FPS procedures and standards and FPA use of various technologies.

REQUIREMENTS:

Bachelors degree or an equivalent combination of education and progressively responsible work experience.
Minimum of two years of professional level experience, preferably related to financial planning and related technologies.
Demonstrated ability to understand FPS processes and standards and marry it with general planning knowledge to drive quality results.
Demonstrated leadership and mentoring/coaching skills and the ability to develop and train/up-skill team members.
Experience with implementing process improvements, process introduction and system enhancements in support of technology changes.
Demonstrated high level of organization and follow through with the ability to effectively identify and independently establish priorities and meet deadlines on multiple assignments with high quality results.
Effective written and verbal communication skills with the ability to positively influence, work cooperatively, and negotiate with individuals in the department and the field to maintain maximum operational efficiency.

CFP highly desirable.

IN-POST

This job is not covered by the existing Collective Bargaining Agreement.

Required Certifications:

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We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.