Operations Support Professional (Hybrid: Waverly, IA)

At TruStage, we’re on a mission to make a brighter financial future accessible to everyone. We put people first, and work hand in hand with employees and customers to create a diverse and inclusive environment. Passionate about building insurance and financial services solutions, we push the boundaries of what’s possible. We need you to help us shape what’s next. You’ll be encouraged to share your experiences, ideas and skills to help others take control of their financial future.
Join a team that has received numerous awards for being a top place to work: TruStage awards and recognition
Job Purpose:
This position supports our operational teams in a variety of ways. This position is a career path that bridges the gap between front line support and professional staff. They will be responsible for assisting with the day-to-day operation needs of the area. Operations Support Professional provides departmental support for new capabilities and programs to achieve business objectives. In addition, this position is responsible for monitoring operational trends and troubleshooting routine day-to-day operational needs of the area. This role requires problem-solving skills and will be called upon to address routine and complex issues.
Job Responsibilities:
Business Insights:
Performs as a subject matter expert in a variety of work processes or activities typically developed through a combination of job-related training and considerable on-the-job experience
Performs the work they lead on an as-needed basis - less than 10% of the time. Circumstances may include business resiliency and staffing capacity
Handles highly escalated service issues as needed
Leadership:
Promotes and maintains a positive, professional image of TruStage
Assists in management of contracted partners, including: Workday reporting relationship, helping assist in day-to-day needs of contracted staff, responding to staff questions, managing the education mailbox, and managing ad hoc analysis or data requests for partner performance and insights
Technical:
Serves as the primary point of contact for execution teams - attending Sprint Reviews, communicating key points of change/updates, and identifying and escalating decisions to senior leaders when needed
Leads small to mid-size initiatives department-wide
Manages and owns documentation of processes and procedures, partnering with appropriate execution teams on business requirements around new processes (new products, compliance)
Provide support to the organization by assisting with system issues and coordinating with IT liaison
Gathers and analyzes data, identify trends, addresses problems, and generates solutions to improve team performance
Conducts audits of procedural compliance, system utilization, and performance metrics
Investigates and resolves issues as required - whether customer issues, team issues or departmental issues
Plans, coordinates, and conducts meetings to develop operational procedures and provide ongoing training to the team as needed
Continuous Improvement:
Provide support on functional projects and system enhancements, which may include design, implementation, ongoing refinement, testing, and reporting outcomes
Development in this role will have a heavy emphasis on Lean and Six Sigma, with Green Belt certification
Works autonomously within established procedures and practices while generating solutions to improve team performance
Manages and oversees department-wide projects, like problem management resolution (response and remediation to outages), deep dive assessments, and potential upskilling opportunities for front line staff
Tracks and monitors implementation impacts (customer response rate, correspondence wording) and actively works with execution teams to improve operational impact
Identifies and implements process changes to improve customer experience
Recommends opportunities or process changes to improve the customer experience
Participates, as needed, in ownership, implementation, and ensuring adoption of process changes
Promotes and maintains a positive, professional image of TruStage
Communication:
Creates department-ready communications and other deliverables
Informs team of changes and other pertinent information affecting the department
Acts as a change champion for newly implemented policies, procedures, or newly received information
Supports the on-site dissemination of TruStage corporate-wide and location-specific communications (i.e., bulletin boards, video monitors, peer recognition, etc.)
Plans, coordinates, and conducts meetings as needed
The above statement of duties is not intended to be all inclusive and other duties will be assigned from time to time.
Job Requirements:
High School Diploma or equivalent work experience
Four to five years of related professional experience
Demonstrated analytical and effective problem-solving skills
Demonstrated knowledge of business systems and processes, product lines and company operations
Proven teamwork and collaboration with diverse groups
Demonstrated ability to communicate at all levels with clarity and precision, both written and verbal
Ability to adapt to new situations and changes in direction
Proven ability to organize and prioritize; demonstrated success in managing multiple, competing priorities
Ability to apply sound judgment and make effective decisions
Intermediate technical / computer skills, including MS Word, Teams, Excel, PowerPoint, SharePoint, other remote collaboration tools, etc.
Preferred: Annuity Product experience, including a strong understanding of business processing, policy/contract administration, and ongoing servicing activities.
If you’re ready to help make a difference, apply today. A resume is required to apply. TruStage may process applicant information using an Artificial Intelligence (AI) tool. This tool automatically generates a screening score based on how well applicant information matches the requirements and qualifications for the position. TruStage recruiters use the screening score as a guide to further evaluate candidates; the score is one component of an application review and does not automatically determine whether a candidate moves forward. Candidates may choose to opt out of this process.
Compensation may vary based on the job level, your geographic work location, position incentive plan and exemption status.
Base Salary Range:
$63,300.00 - $95,000.00
At TruStage, we believe a sound, inclusive benefits program is of vital importance, along with a flexible workplace that allows for work-life balance, career growth and retirement assistance. In addition to your base pay, your position may be eligible for an annual incentive (bonus) plan. Additional benefits available to eligible employees include medical, dental, vision, employee assistance program, life insurance, disability plans, parental leave, paid time off, 401k, and tuition reimbursement, just to name a few. Beyond pay and benefits, we also recognize that flexibility, including working in a place you prefer, is essential to caring for our employees. We will continue to strive to offer flexibility and invest in technology and other tools that will make hybrid working normal rather than an exception, so that when “life happens,” you can focus on what’s most important.
Accommodation request
TruStage is a place where everyone can bring their best self and thrive. If you need application or interview process accommodations, please contact the accessibility department.