Agency Team Lead

Athene
United States
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 3+ yearsEducation: bachelorsSkills: ["Leadership","Coaching","Mentoring","Analytical thinking","Problem-solving","Communication","Organizational skills"]

Lead day-to-day operations of the Agency Services team, driving KPI and SLA performance, quality standards, and exceptional customer experiences. Coach and develop team members through onboarding, mentoring, and workload management while serving as the primary escalation point for complex producer and customer inquiries. Use operational metrics and analytics to spot trends and improve processes, partnering with Operations, Technology, Quality, Training, and Compliance to implement system and process enhancements, including AI-enabled tools and automation.

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Athene
Athene
3 days ago

Agency Team Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Lead day-to-day operations of the Agency Services team, driving KPI and SLA performance, quality standards, and exceptional customer experiences. Coach and develop team members through onboarding, mentoring, and workload management while serving as the primary escalation point for complex producer and customer inquiries. Use operational metrics and analytics to spot trends and improve processes, partnering with Operations, Technology, Quality, Training, and Compliance to implement system and process enhancements, including AI-enabled tools and automation.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Support daily department operations to meet KPIs, SLAs, quality standards, and customer experience goals.
  • •Assist with onboarding, coaching, mentoring, and developing team members to drive performance and engagement.
  • •Monitor operational metrics and identify trends, risks, and opportunities for improvement using reports and analytics.
  • •Serve as the primary escalation point for complex customer and producer inquiries.
  • •Lead process improvement initiatives and champion adoption of AI-enabled tools, automation, and knowledge resources to improve efficiency and service delivery.

Key Requirements

  • •Bachelor's degree OR an equivalent combination of education and work experience required.
  • •Minimum of 3+ years of related professional experience required.
  • •Leadership, coaching, or Team Lead experience preferred.
  • •Strong analytical, problem-solving, organizational, and communication skills.
  • •Intermediate to advanced proficiency in Microsoft Office Suite.
Experience:3+ years
Education:Bachelor's
Skills:LeadershipCoachingMentoringAnalytical thinkingProblem-solvingCommunicationOrganizational skills
Tech Stack:Microsoft Office Suite

Company Brief

Athene
Provides retirement services and retirement solutions including fixed and indexed annuities, reinsurance, and institutional products to help individuals and institutions manage retirement risks and savings.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Hamilton, Bermuda
Founded: 2009
WebsiteLinkedIn