Manager, Issue Resolution

F&G

Manager responsible for leading a team in resolving issues at Fidelity & Guaranty Life Insurance. Collaborating with stakeholders for continuous improvement and issue resolution strategies.

Posted 5/6/2026full-timeRemote • 🇺🇸 United StatesSeniorLeadWebsite

About the role

Key responsibilities & impact

Tracks issue resolution trends, reporting insights, and tool metrics to drive accurate and high-quality Issue Resolution outcomes
Identifies root causes of recurring issues and leads or partners with cross-functional teams, including Business Controls as appropriate, to implement corrective actions and prevent recurrence
Collaborates with and influences business owners in identifying and supporting Continuous Improvement (CI) opportunities in their respective areas, translating IR root cause trends into actionable improvements
Implements and continuously improves tools (processes and systems), reporting, and metrics to drive high-quality issue resolution; regularly communicates trends to senior and executive leadership
Understands key operational processes across Operations business areas to effectively oversee issue resolution activities, assess issue impact and sensitivity, and provide informed guidance to the team and stakeholders
Serves as the team’s primary escalation path, representing executive leadership in high-profile, escalated issues as a trusted and accountable point of contact across internal and external stakeholders, including top production agents and sales partners.
Collaborates with the leadership and analytics teams to inform and advance strategy for Issue Resolution
Develops and maintains sustainable processes, data capture methodologies, and systems to support program scalability and long-term effectiveness
Assesses and communicates program scalability opportunities to senior leadership, providing recommendations that support the evolution of the IR function
Designs and documents processes that deliver customer-focused solutions while mitigating risk and maintaining compliance with industry trends and regulations
Partner with Compliance in supporting official complaint handling
Ensures smooth transitions between involved teams by evaluating and optimizing tools and processes with third-party administrator (TPA)
Drives continuous process improvement and cross-functional problem solving using internal metrics and analytics and industry best practices
Manages team training and development and procedure enhancement to support timely issue resolution
Tracks individual and overall team performance through quantitative and qualitative measurements; provides ongoing feedback, coaching, and direction to develop team capability
Monitors daily operations; revises and enhances staffing policy, collaborates with operations leaders on capacity and demand modeling
Performs other functions, duties and projects as assigned

Requirements

What you’ll need

Bachelor's Degree in business administration, finance, marketing, or related field
7+ years general business experience with experience in life, annuity, and/or disability claims
7+ years experience in Customer Service, Issue Resolution work, direct resolution with customer
3+ years people leadership experience
Life insurance certifications (e.g., LOMA, ICA) preferred

Benefits

Comp & perks

Flexible working arrangements
Training and development
Employee-centric environment

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

issue resolutionroot cause analysisdata capture methodologiesprocess designmetrics reportingcontinuous improvementprogram scalabilitycomplianceproblem solvingperformance tracking

Soft Skills

collaborationinfluencingcommunicationleadershipcoachingfeedbackguidanceaccountabilitytraining developmentcross-functional teamwork

Certifications

Bachelor's DegreeLOMAICA