Job Purpose:Under the general direction of the Customer Operations Leadership Team, the Manager II, Operations provides direct support and leadership to their respective Customer Operations Team, manages day-to-day operations, and works to ensure the timely and effective application of CUNA Mutual Group processes and policies. The Manager II, Operations is directly responsible for ensuring quality customer sales and/or service that meets or exceeds CUNA Mutual clients and members expectations as measured by increasing revenue, decreasing expenses and/or retention of existing business. This role will have responsibility for establishing performance metrics and managing process improvement in their respective areas. In addition, the Manager II, Operations has the authority to hire, recommend termination, coach, develop and evaluate direct reports.Framework General Profile and ScopeManages professional employees and/or supervisors.Accountable for the performance and results of a team within own discipline/department.Adapts discipline/departmental plans and priorities to address resource and operational challenges for own team; identifies room for improvement.Decisions are guided by policies, procedures and business plan; receives guidance from manager.Provides technical guidance to employees, colleagues and/or customers.Job Responsibilities:Leadership / CoachingProvides day-to-day leadership and supervision to team membersAssists in coaching team to be able to identify inquires which are beyond scope of authority and take appropriate actionsInspires team to focus on adherence to CUNA Mutual Group policies and processes, as well as federal and state laws and regulationsFosters a positive work environmentDevelops and maintains productive working relationship with team members-some of which may be field basedCareer Development / Performance & DialogueSet goals and standards of performance for team which is linked to business goals; use appropriate measurement methods to monitor progress; take suitable accountability for successful completion of assignments or tasksProvides on-going dialogue to team members about their performanceCoaches and helps establish individual development and career plansCoordinates with Learning Consultant on career development opportunitiesPerformance ManagementCompletes quality reviews for team membersEnsures staff compliance with company processes, federal and/or state regulations as requiredMonitors and evaluates quality and metrics reports for each team member and identifies required actions necessary to achieve service level and quality targetsAnalyze periodic performance indicators and communicate regularly to team membersPrepares employee performance appraisals and merit recommendationsIssue ResolutionInvestigates and resolves issues as required - whether customer issues, team issues or departmental issuesOperations Management / Continuous ImprovementIdentifies, designs and makes recommendations for process changes to improve customer experienceMaintains an awareness of CUNA Mutual and Collateral Protection InsurancePromotes and maintains a positive, professional image of CUNA Mutual GroupParticipates in specials projects as assigned by managerCommunicationInforms team of changes, potential changes and other pertinent information affecting the departmentPlans, coordinates and conducts meetings to discuss operational procedures and provide on-going training to the team as neededSupports the dissemination of CUNA Mutual corporate-wide and location-specific communications on-site (i.e., bulletin boards, video monitors, peer recognition, etc.)Business Continuous ImprovementsIdentifies and makes recommendations for process changes to improve customer experienceNotifies leadership of any issues that require exceptions to the normal process proceduresProvides assistance to other departments (Claims, Product Administration, Product, and Sales) as neededCoordinates with other departments (Claims, Product