Manager, Insurance Operations Business Support

Job Summary

The Manager, Operations Business Support is responsible for the management of an enterprise Remediation program as well as direct accountability for Incident Management and Production Support for Insurance Operations at F&G. Combined, this role ensures client facing issues are effectively triaged, prioritized, and addressed through comprehensive incident management, remediation coordination, and production support activities.  This position will have oversight of governance processes, management of capacity and risk, and reporting for remediation and incident management work.

This position will report to AVP, Business Readiness & Delivery and will directly manage employees. This position will serve a critical leadership role in cross-functional collaboration, communication, and driving accountability while collaborating with Operations, IT, and other business units to recognize trends, resolve systemic issues, and drive system improvements.

Duties and Responsibilities

• Develop processes, tools, and methodologies to support the enterprise remediation and incident management for insurance operations.
• Lead, coach, and partner within and across teams, optimizing team performance and productivity.
• Create professional growth plans for direct reports, removing barriers to their success, advocating for their development, and fostering an environment conducive to achievement.
• Support and contribute to the development and execution of the Incident management process for Insurance Operations,

Production Support & Incident Management for Insurance Operations

• Distribute executive communications utilizing clear business terminology to a global audience providing details of incidents, status, and business impacts; communications will include next steps and root cause analysis.
• Escalate and communicate issues and solutions to business and technology stakeholders, actively participating from incident reporting to service restoration.
• Support IT by serving as the Operations voice and articulating internal and external business impacts resulting from reported system issues, prioritizing issues, and restoration of functionality for resolution when necessary.
• Serve as business contact and champion for the prioritization and implementation of permanent fixes to correct historical production break fixes by collaborating with enterprise problem management teams.
• Lead all operations-related support activities during incidents, including coordinating external communications, preparing call center and sales teams with necessary information, and talking points, developing and documenting workarounds, and ensuring all customer-facing teams have the resources needed to maintain service continuity.
• Collaborate with subject matter experts, operations, product, legal, IT, and other impacted teams to ensure thorough resolution and documentation.
• Monitor and track trends to help identify opportunities for systemic improvements and drive resulting change disciplines.

Remediation Management

• Maintain transparency of remediation status, deadlines, and resource needs; escalate risks to ensure resolution according to timelines and capacity.
• Provide status updates and insights to leadership and enterprise governance forums as requested.
• Identify and implement improvements to the remediation process to increase enterprise view, accountability, and stakeholder clarity.
• Manager team responsible for end-to-end remediation intake process, including logging, initial triage, issue clarification, and determining ownership. This includes, but is not limited to:
• Document processes, maintain remediation logs, and prepare reporting for operational leaders and governance committees.
• Facilitate regular remediation meetings with cross-functional stakeholders and leaders to review, prioritize, assign, and monitor progress on remediation items.
• Conduct initial research to understand root cause and gather necessary context or history on remediation issues.
• Track remediation items from start to resolution and closure, including verification of completed work and communication of outcomes.

Experience and Education Requirements

• Bachelor's Degree required, preferably in Business Administration, Operations Management, Insurance, or related field. An equivalent combination of education and experience also considered.
• Minimum of 7 years of experience in insurance operations, business analysis, remediation management, incident management, or project/program coordination
• Minimum of 5 years of experience in production support, system operations, or related technical support functions
• Life and/or Annuity industry experience preferred.
• Familiarity with compliance, regulatory operations, incident management frameworks, or root cause resolution processes preferred.

Knowledge, Skills, and Abilities

• Strong leadership and business acumen
• General understanding of insurance operations, issue resolution processes, incident management, and portfolio tracking
• Strong facilitation and meeting management skills, with the ability to lead and navigate complex cross-functional discussions.
• Strong analytical, troubleshooting, and problem-solving skills with ability to analyze problems and review multiple alternate solutions.
• Excellent organizational and tracking skills, with strong attention to detail and follow-through.
• Effective communication skills with strong verbal and written communication abilities across all levels of the organization
• Proven ability to work independently, manage multiple priorities, and drive initiatives to completion.
• Strong critical thinking and critical thinking skills with a customer-first mindset
• Ability to manage conflict and build consensus in a collaborative, team-based environment.
• Ability to relate business needs to system capabilities and fully understand system impacts on business operations.
• Strong risk management mindset that understands company tolerances and guides tradeoff discussions
• Proficiency in Microsoft Office tools (Excel, Word, PowerPoint, Outlook); experience with tracking and incident management tools (e.g., JIRA, ServiceNow, SharePoint, Smartsheet) preferred.
• Experience and knowledge of Windows Operating System, Microsoft Teams, and Confluence preferred.

Other Requirements

• Perform other functions, duties, and projects, as assigned.
• Regular and punctual attendance
• Availability to work flexible hours if needed to accommodate business needs.
• Some travel may be required (less than 10%)

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