AVP, ORM & Onboarding

Job Summary

The AVP, Operations Relationship Management & Onboarding is responsible for developing and leading a team that cultivates, enhances, and successfully maintains strategic multi-channel distributor & agency relationships for F&G’s expanding distribution footprint. This role strengthens the service experience for key distribution firms and advisors by improving service resolution, enhancing advisor loyalty, and improving overall customer satisfaction. In addition, this role is accountable for the enterprise distributor onboarding strategy, ensuring consistent, timely, and accurate onboarding experiences across all channels and product lines. The AVP partners closely with Operations, Distribution Enablement, Compliance, Sales, and other internal stakeholders to identify trends, resolve systemic issues, and drive procedural improvements that support both relationship management and onboarding excellence.

Duties & Responsibilities

• Lead the team representing F&G Operations to external distribution partners, vendors, and insurance industry organizations.
• Ensure Operations messaging is consistent and aligned with enterprise strategies across distributor presentations, external communications and partner interactions.
• Lead the Relationship Management team in effectively supporting the expanding F&G multi-channel distribution footprint
• Contribute to the annual development of and adherence to the departmental budget
• Develop and maintain strong strategic relationships both internally at F&G as well as externally within the insurance industry.
• Enhance relationships with key service providers and vendors, customers, financial advisors, wholesaling staff and distributor contacts.
• Provide proactive and regular communication of changes to policies and procedures, project initiatives, and performance metrics.
• Drive operational processing improvements based on analysis of business trends from the team and feedback from sales and distributors.
• Understand the operational needs of key distributors and champion their needs in project prioritization discussions.
• Work with Retail Operations and Sales Support team to fully resolve both pre-sale and post-sale escalated service issues efficiently, perform root cause analysis, communicate resolution on issues and take actions toward service recovery.
• Provide guidance/mentoring where appropriate to key service providers, vendors, and other service organization employees regarding successful operational relationship management, problem resolution, and service excellence.
• Accountable to drive positive impact toward low effort, high satisfaction service for our customers
• Develops and drives Operations Relationship Management strategy in alignment F&G strategic priorities.
• Provides sound consultative guidance to projects and programs aimed at reducing agent/customer effort and ensuring awareness around process impact.

Minimum Qualifications

• Bachelor's or degree or equivalent work experience preferred
• 10+ years of experience in financial services, life insurance, annuities, or retirement plans.
• 4+ years in a management or leadership role with direct reports.
• Experience working with distribution partners, onboarding processes, or operational relationship management strongly preferred.

Other Requirements

• This position primarily involves sedentary work, requiring long periods of sitting, regular use of a computer, and occasional standing or walking, with reasonable accommodations available.
• Perform other functions, duties and projects as assigned
• Regular and punctual attendance