Director of Insurance Operations

Northwestern Mutual is a rapidly growing, integrated financial services firm. We proudly represent the 170-year tradition of Northwestern Mutual and are committed to delivering an exceptional client experience. We are seeking a highly organized and proactive Director of Insurance Operations to oversee all insurance operations and client service functions for our growing practice. This individual will serve as a key member of the team, ensuring operational excellence, managing insurance casework from start to finish, and delivering a seamless experience for clients.

Responsibilities

Client Service & Communication

• Serve as a primary point of contact for clients regarding insurance-related questions, policy servicing needs, and account updates.
• Deliver a high-touch client experience through timely communication, proactive follow-up, and exceptional service.
• Build and maintain strong client relationships while ensuring all client requests are handled accurately and efficiently.
• Coordinate communication between clients, advisors, underwriting teams, and the home office.
• Assist with client meeting preparation and follow-up activities as needed.

Insurance Operations & Case Management

• Oversee all insurance operations for the practice, ensuring cases move efficiently from application through policy delivery.
• Prepare, review, submit, and track insurance applications, underwriting requirements, and policy servicing requests.
• Manage policy changes including beneficiary updates, ownership changes, premium inquiries, and policy reviews.
• Ensure accuracy and compliance of all insurance documentation and client records.
• Maintain detailed case notes, workflow tracking, and reporting systems.
• Manage and optimize CRM data, client records, reporting, and future activity tracking.
• Identify opportunities to improve processes, increase efficiency, and enhance the client experience.
• Prioritize and manage multiple cases, projects, and deadlines simultaneously.

Team Leadership & Collaboration

• Serve as the operational leader for insurance-related processes and workflows.
• Partner with advisors and team members to ensure a smooth and consistent client experience.
• Participate in team meetings, providing updates on case status, service initiatives, and operational priorities.
• Help establish and maintain best practices for client service and operational excellence.

Qualifications

Experience & Designations

• 3+ years of financial services or insurance industry experience required.
• Prior experience in insurance operations, client service, case management, or practice operations preferred.
• Bachelor's degree in business, finance, or related field preferred, or equivalent professional experience.
• Life & Health insurance licensing preferred or ability to obtain licensing if required.

Skills

• Exceptional attention to detail and accuracy.
• Proven ability to manage multiple priorities and tasks in a fast-paced environment.
• Strong organizational and time-management skills.
• Excellent verbal and written communication skills.
• Ability to build trust and maintain strong client relationships.
• Strong problem-solving and critical-thinking abilities.
• Ability to work independently while collaborating effectively with a team.
• High degree of professionalism, discretion, and confidentiality.
• Proactive mindset with the ability to anticipate needs and move cases forward with minimal oversight.
• Desire to take ownership of processes and continuously improve the client experience.