All Boston Mutual employees who interact with our policyholders, our producers and our BML associates embrace the principles of our brand and service philosophy. We are all brand ambassadors. Both our words and our behaviors matter. We share a common service philosophy and pride ourselves in living the BML brand promises every day, one interaction at a time.

The following statements represent what Boston Mutual stands “FOR” – it is what makes us different and better in the market we serve.

• We are FOR being a progressive life insurance company dedicated to offering financial peace of mind to working Americans and their families.
• We are FOR providing practical and affordable products designed for those we serve.
• We are FOR making it easy to secure a level of financial protection with a portfolio of products – beginning with life insurance – via enrollment and billing options at the workplace.
• We are FOR providing a personalized customer experience to our policyholders and producers.
• We are FOR acting in the best interests of our policyholders, producers, employees and the communities in which we live and serve – representing the goodness of mutuality in all we do.
• We do our best to: Demonstrate a desire to assist.
• Listen for understanding and respond empathetically.
• Explain things in a manner that is easy to understand.
• Be knowledgeable students of our business.
• Take full ownership to resolve questions and issues.
• Be professional, polite and courteous.
• Leave our customers and associates “better than where we found them.”

The Director of Reporting, Recon & Control (RCC) team reports directly to the 2nd VP Customer Experience – Service.

The Director of the RCC team will be responsible for leading a team of associates focused on reconciliation, operation control and reporting oversight and monitoring. This position will reside in the Customer Experience – Service Center department and will be key to building close relationships with process stakeholders and promoting collaboration to achieve mission and strategic goals for organization. A primary responsibility of this role will be to build out this new team model and correlated functions. The Director will play a critical role in defining the reconciliation and control/reporting best practices. The work accomplished in the team will be critical to the vision and future state for Boston Mutual; ensuring our customer experience is optimal and employees understand our processes and best practices.

The Director of RCC is responsible for:

• Transform the Cx teams’ operating model to support reconciliations, operational controls and reporting.
• Define and maintain policy(ies) associated with Cx reconciliations (operational, month-end and data movement).
• Stabilize operational controls and report monitoring; identifying best practice for these stop gap processes and appropriate schedules for monitoring
• Define KPIs/KRIs and establish a governance committee responsible for providing guidance for treatment of unresolvable open items.
• Partner with Quality Center to identify trends and patterns in reports and reconciliation; share information and help identify improvement opportunities and potential for proactive/preventative quality assurance (up front procedure changes and training opportunities)
• Partner with Controllers to:
  • Design a robust control environment for ensuring premium settlement account balances are accurate and appropriate.
  • Support the integration between the corporate general ledger and the new policy administration tool.
• Every day decision making and problem resolution; this includes guiding the handling of escalations, issues or concerns.
• Analyzing and reporting of operational results; ensuring standards and goals are met for all aspects of customer servicing.
• .
• Fostering a positive employee culture; including coaching and motivating Cx employees, ensuring sound training and development of team members and guiding the performance process;
• Participate in the budget process and perform periodic analysis of staffing needs; responsible for segments of the Cx Operational budget.
• Hiring, coaching, mentoring & development of Cx-Service team.
• Collaborating closely with leadership, team members, and our corporate Finance team; support cross team strategy and workflows
• Contributing to our profitability by identifying operational efficiencies and cost management opportunities.
• Supporting, developing and executing the company's business strategies within departments; working closely with Strategic Project Management Office as strategy requires.
• Represent Cx Service in corporate strategic initiatives providing strategic advice to help guide business decisions and growth.
• Participate in and provide regular opportunities for professional development and growth to the team.
• Solution focused (not product focused) individual with an ability to leverage expertise with questions
• Other duties as required.

Qualifications

Education: Bachelor’s degree in Business or similar discipline. MBA is a plus.

Experience: Minimum of 10 years of equivalent business experience required. 5-8 years of strategic leadership experience required.

Knowledge Requirements:

• Excellent written/verbal communication skills.
• Strong organizational skills that reflect ability to perform and prioritize a high volume of multiple tasks seamlessly with excellent attention to context, substance and detail while meeting goals and strict deadlines.
• Excellent interpersonal skills and the ability to effectively build and extend relationships.
• Shows initiative with a “can do attitude” and the ability to implement changes that will improve workflow.
• Analyze complex quantitative and qualitative data in an efficient manner and synthesize the output into meaningful and actionable insights.
• Proficiency with MS Office with advanced expertise in Excel.
• Strong technical, project management, influencing, written and verbal communications skills.
• Confidence in presenting ideas and concepts to leadership and other internal clients.
• Persistent curiosity and a commitment to aggressively pursue continuous learning.
• Ability to successfully organize and manage multiple projects in a deadline-driven environment with superior attention to detail.
• Insurance knowledge is a plus.

• Finance & Accounting acumen.

Certifications/Licensures: FLMI and ACS designations preferred.

Hybrid Work Model

At our Omaha location, employees will be working either Mondays & Tuesdays on site or Wednesdays & Thursdays on site due to limited space at this time.

At our Canton location, employees will be on site Monday - Thursday starting 5/1/23.

Boston Mutual is an equal opportunity employer. Boston Mutual is an equal opportunity employer, and does not discriminate on the basis of race, color, age, religious creed, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, disability, military service, veteran status, family status, pregnancy, or any other characteristic protected by federal or state laws. Boston Mutual is a drug-free workplace, and any offer extended will be contingent upon appropriate results of a drug test.