Senior Director Advanced Markets Operations

Primary Duties & Responsibilities: Develop, implement and monitor a three to five-year contact center strategy across the Advanced Markets contact centers to ensure that financial representatives and policyowners maintain a favorable view of Northwestern Mutual's brand and reputation. Create a culture of high quality and continuous improvement through the process of assessment, evaluation, insight, action, implementation and measurement. Develop comprehensive strategies and direct resources to achieve Department and Company field and client experience objectives through integrated client service interactions (billing collection, beneficiary title, client data maintenance, etc.). Develop, maintain and improve effective communications with customers regarding all aspects of service.…