The Manager of Annuity New Business Processing & Transformation is responsible for leading the operational performance, process excellence, and strategic transformation of the new business function. This position oversees the end-to-end lifecycle of annuity application processing while driving initiatives that improve efficiency, service quality, risk management, and customer experience. The manager will drive process improvements, manage team development, and ensure compliance with industry regulations and company policies.
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Lead, coach, and develop a team of new business processors and support staff to meet or exceed operational goals and service level agreements (SLAs).
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Leads, supervises, and coordinates team roles and responsibilities in supporting a clear focus on processing customer, both internal and external, through electronic life and annuity submissions.
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Leads the team with a continuous improvement mindset to find and engage in process improvements that will create positive customer and company outcomes.
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Serve as a subject matter expert on fixed and indexed annuity products.
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Oversee the endtoend annuity application process, ensuring accurate and timely handling of new business submissions, policy issuance, and application reviews.
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Lead strategic transformation initiatives focused on operational efficiency and
customer experience.
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Identify areas for operational efficiencies, automation, develop strategies to streamline workflows, and implement process improvements to optimize productivity and accuracy.
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Ensure all annuity new business processing adheres to regulatory requirements, including statespecific annuity regulations, antimoney laundering (AML) guidelines, suitability, and company standards.
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Adheres to GBU’s Enterprise Risk Management Framework, including understanding and conducting oneself in accordance with applicable laws, regulations, policies and procedures.
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Understanding and complying with applicable laws, regulations, policies and procedures; completing all required training; executing and monitoring controls effectively (as applicable); appropriately identifying, assessing, escalating and remediating risks, potential issues and control failures (as applicable); and reporting compliance or regulatory concerns to management
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Understanding and conducting oneself in accordance with the Employee Handbook and preserving GBU’s brand and reputation.
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Serve as the point of contact for internal departments (Technology, Compliance, Product, Sales and Customer Service Teams) and external partners (agents, brokers, vendors) to address processing issues, resolve escalations, and ensure seamless customer experience.
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Monitor and analyze key performance indicators (KPIs) such as processing turnaround times, accuracy rates, and customer satisfaction to ensure optimal performance.
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Develop and provide ongoing training, support, and feedback to team members to ensure they are knowledgeable about products, systems, and regulatory requirements.
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Handle complex or escalated issues related to annuity processing, resolving discrepancies and ensuring that applications are handled in a compliant and customercentric manner.
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Leverage systems and tools to automate workflows where possible and ensure the team is proficient in using the company’s business processing platforms.
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Drive technology adoption and operational innovation.
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Performs other related duties as assigned by management.
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Administer GBU Life's privacy compliance program, including compliance with the GrammLeachBliley Act (GLBA) and applicable state privacy laws.
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Develop and maintain data governance policies and standards.
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Coordinate privacy incident response and data breach reporting activities.
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Monitor emerging privacy regulations and implement organizational changes as needed.
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Bachelor's degree in Finance, Insurance Operations Management or a related field, preferred.
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7+ years of experience in annuity operations, insurance operations, or a related financial services field.
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3+ years of experience in a leadership or managerial role.
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Deep knowledge of annuity products and the regulatory environment governing annuity transactions.
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Strond operational leadership and change management skills.
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Excellent analytical skills, with the ability to assess processes and identify areas for improvement.
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Strong interpersonal and communication skills, able to collaborate effectively with diverse stakeholders.
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Knowledge of antimoney laundering (AML) regulations and other compliance standards relevant to annuity processing.
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Fellow, Life Management Institute (FLMI), Certified Annuity Specialist (CAS) or similar designation, preferred.
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Experience with Six Sigma or Lean methodologies for process improvement, preferred.
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Medical, Dental Vision
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Company Paid HRA
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401(k) + Match
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Pension Plan
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LongTerm & ShortTerm Disability
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Life Insurance & AD&D
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PTO and VTO (Volunteer Time Off)
GBU Financial Life is a member-owned, not-for-profit fraternal benefit society founded in Pittsburgh in 1892. Formed to provide financial security and benefits to its members. As Pennsylvania’s largest fraternal, and the nation’s sixth, GBU serves more than 60,000 members across the country with a 49-state sales and marketing footprint which will continue to grow until we are a nationwide provider. GBU partners with a network of 2,000 agents to market and distribute a variety of life insurance and retirement products, including term life, permanent life, and fixed annuities. GBU stays true to its fraternal roots, commitment, and mission by serving as an active supporter and contributor to well-known charities such as American Cancer Society, American Red Cross, and military-focused initiatives, among others. Giving back to the community and integrating the membership into service-oriented activities is an important part of GBU’s fabric and culture.
