SVP, Head of Operations (Remote)

The Head of Operations is a key member of the General Counsel’s Office (GCO) and will report directly to the EVP, Chief Legal Officer, General Counsel. This leader will provide operational strategic and tactical input to the General Counsel while being accountable for development, implementation, and execution of strategic operational priorities that align with Thrivent’s enterprise strategy.

The Head of Operations is responsible for leading the critical Operations functions that are part of the General Counsel’s Office (GCO). This includes but is not limited to: New Business (new business issue and underwriting), Contact Center, In-Force Operations (financial transaction services, policy services, claims, policy admin support and operations analysis support), Operations Development & Relations (Mutual Fund operations, training and development, and product contracts & regulatory services), and Broker Dealer/ Investment Advisor and TAN Operations.

The Head of Operations is accountable for the delivery of exceptional Client and Advisor experiences and the development, implementation, and execution of strategic operational priorities that align with Thrivent’s enterprise strategy.

The Head of Operations will be skilled at leading and influencing in a matrixed environment and will partner closely with the Distribution and Data, Digital and Technology Divisions (“DD&T”); and will collaborate with other enterprise stakeholders as needed.

A key expectation of this leader is the ability to develop and/or leverage approaches or frameworks for the systematic implementation and advancement of strategic priorities through effective and efficient enterprise collaboration, knowledge transfer, progress tracking, and fundamental reexamination and reimagination of current processes. Priorities will be viewed on a system-wide basis – incorporating all service/client facing environments to build synergies to benefit clients, advisors, employees, and the Thrivent Brand. This leader will demonstrate the sound judgment required to effectively and appropriately take and manage risk, and the ability to lean into opportunities to enhance the role of Operations.

DUTIES & RESPONSIBILITIES: 

• The Head of Operations is responsible for developing and executing the operations strategy that will contribute to Thrivent’s ability to achieve its strategic priorities to transform and modernize the Company (including collaboration and contribution to reimagination of the client and advisor experiences).
• Work closely with Operations leaders, Distribution and DD&T (and any additional appropriate stakeholders) to understand the current client and advisor experiences. Identify opportunities for improvement. Develop and implement solutions that optimize operational efficiencies, and drive employee engagement and customer loyalty outcomes – aligning with enterprise priorities and working with Product Operating Model teams driving the experiences.
• Establish and measure key operating and customer and advisor experience metrics and service level agreements to assess and drive the performance of Operations.
• Partner with GCO leaders to monitor and address the internal and external environment for any legal or regulatory impact on functions within the outlined areas of accountability.
• Builds critical partnerships with key Thrivent enterprise leaders.
• Recruit, develop, and sustain a high-performing leadership team while promoting and fostering a culture of shared accountability, engagement, client-centricity, operational excellence (including client and advisor experiences), innovation, continuous improvement and partnership and collaboration across the organization.
• Optimize team structure, resources, and processes to best support transformation efforts and enterprise priorities. This may include organization design work, leveraging appropriate technology, and review and revision of business processes.
• Instill an adaptive business philosophy that considers the constantly changing dynamics of the financial services industry and the evolving requirements and expectations of Thrivent’s clients and advisors.
• Provide direction and work collaboratively to ensure achievement of strategic and operational business outcomes.
• Provide expert change management skills to successfully advance the integration of Operations and other relevant enterprise strategies.
• Ensure regular, clear communication and decisions.
• Proactively anticipate and resolve challenges/problems. Work to address obstacles and issues appropriately to align outcomes to goals and values.
• The Head of Operations will model Thrivent’s leadership competencies.
• An experienced and inspirational leader who will strive to bring out the best from their team and others.
  
  

QUALIFICATIONS & SKILLS:  

 Required:

• Bachelor’s degree required, master’s degree in a related field preferred.
• Appropriate licensing to provide oversight for financial services operations: require at a minimum, the SIE, 6 and 26 or SIE, 7 and 24.
• A seasoned operations leader with a minimum of 15 years of progressive leadership experience.
• Preferred experience in the financial services industry. Broad knowledge and understanding of service operations, financial services products (life, health and annuity products, investment products), marketing strategy, distribution channels, and member experience philosophy.
• Exceptional operational and financial acumen with proven track record leading standardization, process improvement, innovation, optimization, and integration initiatives.
• Demonstrated success in developing collaborative partnerships across diverse stakeholders.
• Proven leader capable of building and developing a high-performing team.
• Exceptional communication (verbal and written), presentation, negotiation, relationship building and strong persuasion skills.
• This leader will have strong influencing skills and the capability to collaborate with others across the enterprise. He/she will demonstrate strategic thinking, systems thinking, and organizational leadership capabilities and have a passion for growing the business. The role calls for strong interpersonal, teamwork & collaboration, advocacy, planning, problem-solving, analytical, and presentation skills.
• A strategic thought partner, this leader must demonstrate critical thinking and excellent judgment.
• Tenacious, committed, constructive, and results-oriented, with high-energy and sense of urgency.
  
  

Preferred:

• Experience working in the Product Operating Model.
• Someone who appreciates the uniqueness of Thrivent and can understand and embrace our fraternal advantages and the implications for the Operations teams.
  
  

Pay Transparency

Thrivent’s long-term growth depends on attracting, rewarding, and retaining people who are committed to helping others thrive with purpose. We accomplish this by offering a wide variety of market competitive compensation programs to attract, reward, and retain top talent. The applicable salary or hourly wage range for this full-time role is $287,740.00 - $431,610.00 per year, which factors in various geographic regions. The base pay actually offered will be determined by a variety of factors including, but not limited to, location, relevant experience, skills, and knowledge, business needs, market demand, and other factors Thrivent deems important.

Thrivent is unique in our commitment to helping people to be wise with money and live balanced and generous lives. That extends to our benefits.

The following benefits may be offered: various bonuses (including, for example, annual or long-term incentives); medical, dental, and vision insurance; health savings account; flexible spending account; 401k; pension; life and accidental death and dismemberment insurance; disability insurance; supplemental protection insurance; Discretionary Paid Time Off (unlimited); Sick and Safe Time; 10 paid company holidays; Volunteer Time Off; paid parental leave; EAP; well-being benefits, and other employee benefits. Eligibility for receipt of these benefits is subject to the applicable plan/policy documents. Thrivent’s plans/policies are subject to change at any time at Thrivent’s discretion.

Thrivent provides Equal Employment Opportunity (EEO) without regard to race, religion, color, sex, gender identity, sexual orientation, pregnancy, national origin, age, disability, marital status, citizenship status, military or veteran status, genetic information, or any other status protected by applicable local, state, or federal law. This policy applies to all employees and job applicants.

Thrivent is committed to providing reasonable accommodation to individuals with disabilities. If you need a reasonable accommodation, please let us know by sending an email to human.resources@thrivent.com or call 800-847-4836 and request Human Resources.