CURRENTLY SEEKING INTERNAL CANDIDATES ONLY

The PRODUCTION SUPPORT ANALYST is a highly specialized position responsible for the coordination and oversight of all system production support and enhancements within Adviser and Client Services with a focus on our Life New Business Platform. This includes working across Adviser and Client Services and IM&T to ensure that all production needs and enhancements are completed in a timely manner.  This role will closely monitor system performance and provide recommendations to Management on enhancing the overall Business experience.

DEPARTMENTAL EXPECTATIONS 

Shared Services is a relationship based department of skilled professionals that is committed to upholding Penn Mutual’s core values.  There is a strong focus on service excellence, product expertise and a consistent client experience.  Shared Services associates work each day to meet both our internal and external customer’s needs through acting with integrity and adding value to every interaction.

 RESPONSIBILITIES 

• Tier 1 support for front-end service and operations users during and outside of hours of operation w/ focus on our Life New Business Platform
• Ensure that documented issues are analyzed and investigated for root cause. In doing this:
  • Find temporary work around in search of permanent solutions
  • Reduce the chance of reoccurrence
  • Reduce overall number of issues through permanent solutions and pattern identification
• Act as a primary point of contact between Life New Business Operation Leaders and the Agile Product Owner for day-to-day Life NbA issue resolution, as well as business application design, support, testing, and process improvement
• Conduct regularly scheduled meetings with operations leaders to prioritize initiatives and to keep them abreast of projects and business application performance
• Define, implement, and sustain Key Performance Indicators for production support monitoring
• In partnership with reporting specialist, support daily, weekly, monthly and ad-hoc service and operations reporting needs
• Act as the primary point of contact for any initiatives across A&CS that requires DocuSign support which includes and not limited to; DocuSign mailing initiatives, DocuSign support, DocuSign enhancements
• Acts as a Subject Matter Expert for A&CS operational applications with a focus on Life NbA
• Collaborate with operational leaders and Agile teams in developing appropriate communications and/or training documentation prior to the release of any business application enhancements
• Is approachable and provides hands-on support to the business through handling escalated or complex situations, and providing guidance
• Think creatively and strategically to drive process changes to continuously improve our Financial Professionals and clients experience of doing business with us, reduce costs, and/or improve timeliness. Challenge others to think creatively
• Demonstrate courage to challenge the status quo and to make difficult decisions necessary to support the organization’s strategy
• Participate in corporate and department projects and other related duties
• Complies with all company and site policies and procedures
• Remains current in profession and industry trends
• Successfully completes regulatory and job training requirements
• Performs other duties as assigned

Required Skills

• Excellent verbal and written communication skills
• Excellent negotiation and collaboration skills
• Experience with driving positive change
• Ability to effectively partner across the organization and at multiple levels by building and maintaining strong relationships
• Accept ownership of all interactions and provide a high caliber of service excellence and follow-through
• Demonstrated drive for results
• Listens and encourages suggestions, improvements, concerns, innovations from others.
• Creates an environment that encourages two-way communication
• Actively and openly leads change and continually assesses impact
• Provides cost-effective and customer-focused solutions
• Makes a quick but systematic analysis to find the root cause of an issue
• Respects others’ knowledge and abilities; encourages personal and professional learning

Required Experience

• Must have 5-7 years’ experience within Insurance industry
• Financial services industry experience required
• Knowledge of Penn Mutual products, Life New Business processes and transactions a plus

SALARY LEVEL = 21

ALL ASSOCIATES EXEMPLIFY OUR PENN MUTUAL VALUES: 

ACTING WITH INTEGRITY—We have the conscious intention to do the right thing.

RESPECTING ONE ANOTHER—We see each other’s distinctiveness as a valued asset.

FOCUSING ON RELATIONSHIPS—We foster meaningful connections with others.

SUSTAINING OUR LEGACY—We are trusted guardians for what we promise.

A SHARED SENSE OF BELONGING—We evoke our place as part of a world that we influence and influences us.

FOR LEADERSHIP ROLES WITHIN PENN MUTUAL, WE BELIEVE THE BELOW CHARACTERISTICS ARE ESSENTIAL: 

EXECUTION FOCUSED—Gets it done.  Drives progress and results towards strategic objectives.

STRATEGIC–Sees the big picture. Challenges boundaries, takes risks and innovates to execute and advance Penn Mutual’s strategy.

AUTHENTIC–Keeps it real. Is principled, transparent, trustworthy and accountable.

DECISIVE – Makes the call. Demonstrates courage, confidence and a bias for action.

EMPOWERING – Develops people. Sets clear expectations, delegates effectively and encourages risk taking.

INFLUENTIAL – Sets the tone. Inspires, motivates and persuades others through their decisions and actions.

PENN MUTUAL IS COMMITTED TO EQUAL EMPLOYMENT OPPORTUNITY (EEO). WE PROVIDE EMPLOYMENT AND ADVANCEMENT OPPORTUNITIES TO ALL QUALIFIED APPLICANTS AND ASSOCIATES, ACCORDING TO APPLICABLE LAWS. THIS IS REFLECTED IN OUR PRACTICES FOR HIRING, PLACEMENT, PROMOTION, TRANSFER, DEMOTION, LAYOFF, TERMINATION, RECRUITMENT, COMPENSATION, SELECTION OR TRAINING, AND ALL OTHER TERMS AND CONDITIONS OF EMPLOYMENT.  ALL EMPLOYMENT-RELATED DECISIONS AND PRACTICES ARE FREE FROM UNLAWFUL DISCRIMINATION.  THIS INCLUDES: RACE, CREED, COLOR, NATIONAL ORIGIN, ANCESTRY, CITIZENSHIP AGE, GENDER (INCLUDING PREGNANCY), SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, DOMESTIC PARTNERSHIP OR CIVIL UNION STATUS, MARITAL STATUS, GENETIC INFORMATION, DISABILITY, RELIGIOUS OBSERVANCE OR PRACTICE, LIABILITY, VETERAN STATUS OR ANY OTHER CLASSIFICATION PROTECTED UNDER APPLICABLE LAW.

LEADERS MAY, AT THEIR DISCRETION, CHANGE THE RESPONSIBILITIES IN THIS POSITION DESCRIPTION AT ANY TIME DUE TO REASONABLE ACCOMMODATION AND/OR OTHER BUSINESS REASONS.

ABOUT THE PENN MUTUAL LIFE INSURANCE COMPANY

Penn Mutual helps people become stronger.  Our expertly crafted life insurance is vital to long-term financial health and strengthens people’s ability to enjoy every day.  Working with our trusted network of financial professionals, we take the long view, building customized solutions for individuals, their families, and their businesses.  Penn Mutual supports its financial professionals with retirement and investment services through its wholly owned subsidiary, Hornor, Townsend & Kent, LLC, member FINRA/SIPC.

• Excellent verbal and written communication skills
• Excellent negotiation and collaboration skills
• Experience with driving positive change
• Ability to effectively partner across the organization and at multiple levels by building and maintaining strong relationships
• Accept ownership of all interactions and provide a high caliber of service excellence and follow-through
• Demonstrated drive for results
• Listens and encourages suggestions, improvements, concerns, innovations from others.
• Creates an environment that encourages two-way communication
• Actively and openly leads change and continually assesses impact
• Provides cost-effective and customer-focused solutions
• Makes a quick but systematic analysis to find the root cause of an issue
• Respects others’ knowledge and abilities; encourages personal and professional learning