Head of Operations - WFG

About this role

Job Family Operations - General About Us  

  At Transamerica, hard work, innovative thinking, and personal accountability are qualities we honor and reward. We understand the potential of leveraging the talents of a diverse workforce. We embrace an environment where employees enjoy a balance between their careers, families, communities, and personal interests.   

Ultimately, we appreciate the uniqueness of a company where talented professionals work collaboratively in a positive environment — one focused on helping people look forward and plan for the best life possible while providing tools and solutions that make it easier to get there.  

Who We Are  

We believe everyone deserves to live their best life. More than a century ago, we were among the first financial services companies in America to serve everyday people from all walks of life .   

Today, we’re part of an international holding company, with millions of customers and thousands of employees worldwide. Our insurance, retirement, and investment solutions help people make the most of what’s important to them.  

We’re empowered by a vast agent network covering North America, with diversity to match. Together with our nonprofit research institute and foundation, we tune in, step up, and are a force for good — for our customers and the communities where we live, work, and play. United in our purpose, we help people create the financial freedom to live life on their terms.  

What We Do  

Transamerica is organized into three distinct businesses. These include 1) World Financial Group, including Transamerica Financial Advisors, 2) Protection Solutions and Savings & Investments, comprised of life insurance, annuities, employee benefits, retirement plans, and Transamerica Investment Solutions, and 3) Financial Assets, which includes legacy blocks of long term care, universal life, and variable and fixed annuities. These are supported by Transamerica Corporate , which includes Finance, People and Places, General Counsel, Risk, Internal Audit, Strategy and Development, and Corporate Affairs, which covers Communications, Brand, and Government and Policy Affairs.  

Transamerica employs nearly 7 ,000 people. It’s part of Aegon, an integrated, diversified, international financial services group serving approximately 23.9 million customers worldwide. * For more information, visit transamerica.com .   

Job Description Summary Advance business lines by the development of strategic product roadmaps, ensuring excellence in service delivery, leading through organizational change, and building an engaged and effective Operations team. Job Description Responsibilities • Set the operating strategy for WFG, translating business priorities into clear plans, measurable outcomes and disciplined execution across operations, service functions.  • Lead end-to-end service delivery for WFG, with focus on quality, timeliness, regulatory discipline, customer experience and operational resilience.  • Partner with senior leaders across distribution, product, technology, risk, compliance, finance and third-party providers to align operational priorities with business growth and customer expectations.  • Own the operational performance framework, including service levels, key metrics, capacity planning, business reviews, root-cause analysis and action plans that improve business outcomes.  • Drive simplification and continuous improvement across WFG operations, using data, process discipline and stakeholder influence to improve speed, quality, cost efficiency and customer experience.  • Partner with peers to champion strategic initiatives, including transformation, operating model changes, technology enablement, and transition of new capabilities into steady-state operations.  • Manage third-party and shared-service relationships with clear expectations for performance, accountability, issue resolution, risk management, and continuous improvement.  • Maintain strong understanding of financial services operations, customer expectations, industry practices, product trends and regulatory considerations that affect the WFG operating model.  • Identify operational risks, control gaps, service issues, and business constraints, and lead practical solutions that balance customer, business, regulatory and resource needs.  • Build, develop and retain a high-performing operations leadership team with clear accountability, strong talent discipline, inclusive leadership and a culture of collaboration, transparency and trust. 

Qualifications

• Bachelor’s degree in business, finance or related field, or equivalent experience.  • Ten years of leadership experience in operations and service delivery. Deep understanding of competitive landscape, customer expectations and product trends for product lines.  • Leadership experience in enterprise-wide transformation projects and successful transition to BAU activities.  • Ability to serve as the voice of the customer and translate requirements for execution.  • Strategic mindset, able to distill complex scenarios into straightforward, prioritized plans that create buy in.  • Passion to embrace change and challenge the status quo to find new solutions and drive out of the box ideas.  • Outstanding communication, problem solving, decision making, negotiation, and partnership skills.   • Ability to engage in strategic discussions and influence outcomes at the executive level. Advocate effectively and readily command attention and respect in groups.  • Ability to effectively resolve difficult disputes and business challenges using strong partnering and leadership skills.  • Ability to organize, analyze, and present data in a digestible format with meaningful recommendations. Belief that good decision making is rooted in facts.  • Ability to manage and plan complex, interdependent initiatives with a focus on balancing priorities for business value, resource commitments and attention to detail.  • Intellectual

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