• Transition end-to-end delivery, work with business unit and stakeholders ensuring the success of Transitions.• Program and Transition Management• Accountable and responsible for the Overall Transition/Project plan• Create Transition Governance• Accountable for timely resource ramp up• Effective governance on asset deployment and technology access provisioning.• Transition Governance reporting Transition (portfolio & project) execution Subject Matter Experts – provide guidance to Business Owners/Stakeholders for business growth transitions. • Compliance & Risk assessment and management Stakeholder analysis and management Communication and change management Stage gatekeepers (entry and exit criteria check & compliance)• Primary Capacity Manager responsible for ensuring the readiness of Human Resources, Technology, and Workplace Services to support the demand• Independently manages multiple transitions programs of varying complexity• Integrated Transition Plans which includes tracking transition phases (Discover, Evaluate, Deliver, and Sustain)• Maintains program documentation such as program plans, schedules, and status reports; coordinates, communicates, and facilities activities between transitions members and stakeholders to keep program on schedule.• Oversight of the transition managers on coordinating transition work-streams activities• Collaborate with MBPS Transformation Managers, Human Resources, Technology, and Workplace Services to drive solutions around common transition challenges• Participate in setting transition expectations with business units/service recipients (i.e. processes, measurements and services, going through discovery phase so that no surprises will be encountered)• Initiate and maintain all support documentation associated with the transition• Maintain the RAID (Risk, Action, Issues, and Decisions) log• Continually monitors effectiveness of programs and makes recommendations for improvement

• Operations Management:• Ensure service levels are met or exceeded and are reported visibly-often, communicate foreseen/ on-going issues affecting service level, create action plan to mitigate risks.• Determine logistics requirements• Formulate suggestions on how to efficiently utilize organization’s resources.• Manage situations that have escalated beyond Team Lead’s directives, reviewing original transaction\timelines and action with response and corrections as necessary• People Management:• Determine staffing requirements• Manage leader’s performance review, deliver on-going feedback and deal with employee issues.• Identify training opportunities and develop training plans for new and tenured leaders, or when personal improvements are necessary• Risk Management:• Ensure organizational policies and standard procedures to mitigate and avoid operational risks are strictly followed.• Monitor adherence to rules, regulations and procedures. Ensure that the necessary administrative and legal formalities have been completed.• BU Management - Liaise with business unit on operations update, process improvement planning, and communication planning for new implementation.• Support Management – monitor, manage and maximize the output of various support services such as Admin, IT, HR and Finance.• Strategic Input and Support• Research, resolve and implement service solutions that address a rapidly changing work/business environment, operating efficiencies and cost reduction measures i.e. new products, new systems and constantly moving targets.• Participate in and contribute to multiple projects simultaneously, including implementation of same• Work closely with other functional leads to improve processes and policies in support of organizational goals.• Such other duties and functions as assigned by Operations Management

• Provide direction and guidance to staff through performance and talent management, employee development and objective setting.• Review and monitor to ensure procedures are working as designed. Manage workflow and workload and ensure service standards are met.• Identify training needs and ensure that training/cross training is provided for the staff• Ensuring and maintaining accuracy within the defined service standards• Ensure positive and effective relationships are maintained with customers• Proactively work to identify and correct semi-complex to complex issues, coordinating with other staff and departments as required• Actively participate in the continuous improvement of business processes• Understand multiple systems• Manage tight deadlines and address urgent cases• Manage customer expectations

• Conducts new hire training• Conducts up-training and cross-training• Conducts process calibration and skills verification examination• Up-to-date CMA procedures• Provides refresher courses to the team• Communicates any training and development programs to the Management and Business Unit• Conducts quality review• Analyzes transactions and ensures quality, consistency and client satisfaction• Handles the team’s quality and ensures accuracy and consistency in every transaction to make sure that standards are met• ·Reviews feedback from Agents/Firms to ensure procedures were followed and provides feedback to management if procedures were not shared• Reviews performance through 1:1 coaching when needed• Creates and updates job aides• Handles the team’s classroom New Hire Training Program• Conducts and manages the team’s up-training for the tenured associates• Conduct skill-based trainings on various topics such as technical or system enhancements, upcoming events, product information and procedural updates• Works hand in hand with the team leader to develop training programs and plans for the team or a certain individual or team• Conduct a regular training needs analysis for personal and professional development of the staff• Identify opportunities for training and process improvement recommendations• Conducts floor walks during idle time• Attends to the team’s queries and concerns regarding process• Assists in improving the team’s cycle time

*Responsible for case management and processing of new insurance business applications from entry to policy issue. *Maintains primary ownership of cases during the underwriting process which requires engaging in frequent communication and coordination between life insurance agents, life insurance carriers, internal resources and external vendors. *Facilitates the application and underwriting process for all types of Life insurance products. *Reviews and order underwriting requirements including Attending Physician Statements, Inspection reports, supplemental forms and insurance medical exams *Organizes and prioritizes workload to ensure case is processed, issued, and placed in a timely manner while maintaining frequent communication to manage customer expectations appropriately *Maintains internal processing database to document work activity and communication on all assigned cases *Provides customer service to existing clientele

Works closely with the Case Manager and Underwriter and manages all aspects of Data Entry. In addition, is responsible for ensuring the accuracy of all issue related system input on the in-force admin system and the accuracy of issued contracts.

Maintain/improve working knowledge of all editing, entry, review, research and customer service processes in COPS and Delta and communicate discrepancies/issues to management when necessary.