Job Description

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

Maximize technology performance and availability and drive resolution for technology issues through proactive monitoring, partnering with tier 1 support and technology areas, and interaction with business; driving changes impacting business to ensure minimal business disruption and participation with product and engineering to ensure technology modernizations address customer issues.
- Develop and support metrics to measure team(s) and individual performance
- Hire, retain, and motivate Top Talent; Manage employees on day to day matters, create environment of collaboration and continuous improvement, and provide performance feedback, supervision, coaching and mentoring to team members to help them develop their professional skills and capabilities.
- Clarify team and individual objectives, advocate up, down and across organization for team; remove obstacles and barriers that prevent the team from achieving results; Enable and equip team to deliver the highest customer experience possible, and improve the team's effectiveness and efficiency.
- Translate strategy into results; own and drive strategic direction
- Develop, implement, and enforce policies, procedures and standards
- Oversee current processes and ensure provision of high-quality support and technology - Clarify objectives, advocate for team, and remove obstacles and barriers that prevent the team from achieving results.
- Develop, implement, and promote agile / lean best practice standards and culture including the use of tools where appropriate.
- Build and maintain relationships with technical, business and vendor stakeholders in order to help the team to exceed business needs, deliver the highest customer experience possible, and improve the team's effectiveness and efficiency.
- Ensure procedures and processes are in place, and followed, to safeguard Northwestern Mutual's Intellectual property and confidential information to meet financial, compliance, security, and risk goals. Ensure teams continuously maintain a security mindset in day-to-day work.
Bachelors degree in Computer Science, MIS or related field OR a significant amount of directly-related work experience
9-14 years of professional experience required
- 5+ years direct management of IT professionals
- At least 9 years of professional operations and/or software engineering
- Experience managing workflows to create optimal functionality for assigned domains
- Experience delivering successful product roadmaps & making into actionable plan
- Experience with operations and application support best practices and procedures.
- Proven experience executing projects and efforts in variety of specific and broad SDLC methods (ie Kanban, SCRUM, waterfall, agile, etc)
- Familiarity with Northwestern Mutual products, client servicing organization and risk servicing systems is a plus.
- Ability to build partnerships with business and technology stakeholders
- Possess a support and customer-centric mindset and attitude, along with a passion for continuous learning striving to build on your core business knowledge and technical base.
- Understanding of Northwestern Mutual products, servicing, applications, systems and infrastructure.
- Call center technology and workflow familiarity.
- Strong customer service mindset and customer empathy.
- Demonstrated understanding of support industry standards, technologies, methodologies and best practices and desire to evolve, shape & grow the overall management organization.
- Strong problem-solving skills and ability to deal with ambiguity, sense of ownership and the ability to work with a limited set of requirements
- Desire to work collaboratively on creative solutions, as well as take initiative to work with minimal supervision
- Proven management skills including negotiating, leadership, delegation, planning and organization
- Experience managing an organizational budget and using tools to forecast and manage projections and track actual costs.
- Ability to anticipate decision impacts, future consequences and trends
- Strong organizational and follow-through skills, with ability to work within deadlines, prioritize work and multitask.
- Proven ability to anticipate customer needs and business issues while developing and implementing innovative solutions to achieve desired results.
- Proven ability with oversight and driving call center advocacy to get to resolution of issues impeding call center productivity.
- Proven ability to Improve efficiencies and effectiveness, driving synergies where possible
- Experience with managing teams in Agile environment.

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.