Finance Service Delivery Manager

Job Description:

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead - our policyholders count on us to be there when it matters most. It's a big ask, but it's one that we have the power to deliver when we work together. We collaborate and innovate - pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it's the right thing to do. Pacific Life is more than a job, it's a career with purpose. It's a career where you have the support, balance, and resources to make a positive impact on the future - including your own.

We are seeking a dynamic Finance Service Delivery Manager to join our Enterprise Financial Solutions team in Newport Beach, CA (hybrid work schedule).

As a Finance Service Delivery Manager, you'll move Pacific Life, and your career, forward bydelivering measurable business and customer value, focusing on optimizing service delivery processes, ensuring the efficient use of resources, and developing key performance indicators (KPIs) to measure and enhance business performance. By leveraging data-driven insights, you will help drive continuous improvement, streamline operations, and ultimately deliver better outcomes for our customers and stakeholders.

You will fill a new role that sits on a team of 23 people in the Corporate division. Your colleagues will include Business System Analysts, Data Analysts and Change Management professionals. You will collaborate closely with cross-functional teams, including operations, finance, and technology to define and track service delivery metrics, identify improvement opportunities, and ensure alignment with business objectives.

The ideal candidate will possess a keen understanding of service delivery models, a passion for analytics, and the ability to drive business performance through actionable insights.

How you'll help move us forward:

• Develop relationships with finance teams to understand business needs, translate them into actionable metrics, and ensure alignment of objectives and service delivery targets.

• Develop a comprehensive suite of service delivery metrics that provide data for process measurement, identifying indicators for improvement opportunities.

• Research internal and external benchmarks and best practices for use in evaluating processes.

• Collaborate with the Tech team Service Delivery Manager to drive system usage and proactively reduce client downtime and support costs.

• Perform role of the Service Delivery Manager for minor enhancements, if needed.

• Help ensure quality servicing and operational performance within the defined delivery standards.

• Document and publish meeting minutes in a professional manner.

• Work with fintech teams to track and optimize resource utilization, ensuring that resources are allocated efficiently to maximize throughput and reduce operational costs.

• Collect and analyze data, identify trends, and document processes to identify root cause of process problems and recommend solutions.

• Analyze and measure the effectiveness of existing service delivery processes and partner with fintech team members to develop sustainable and quantifiable improvements that enhance service delivery efficiency and customer value.

• Develop dashboards and reports to present actionable insights to senior management and stakeholders.

• Present data-driven insights and recommendations clearly to both technical and non-technical stakeholders, driving alignment and decision-making.

• Foster collaboration across teams from the daily users to the decision-makers to ensure the successful implementation of process improvements and the achievement of business objectives.

• Help aggregate stakeholder feedback and provide guidance to improve operationally and expand the product offering.

• Serve as a key point of contact for enterprise financial systems delivery metrics and an escalation point for stakeholders.

• Communicate effectively with stakeholders to ensure problems are resolved.

• Maintain a strong focus on customer outcomes, ensuring that service delivery metrics are aligned with customer satisfaction and value delivery.

The experience you bring:

• 8+ years of experience in service delivery management, operations analysis, or business performance metrics within a fast-paced environment.

• Bachelor's degree in finance, technology, or related discipline.

• Ability to analyze and interpret data, with a focus on generating insights that drive improved performance and service delivery outcomes.

• Experience identifying inefficiencies in business processes and driving improvements that lead to better resource utilization, cost savings, and performance outcomes.

• Proven track record of focusing on business enablement, with a clear understanding of how to deliver value to stakeholders and the organization as a whole.

• Proficiency in data analysis tools (e.g., Excel, BI).

• Strong communication skills with the ability to present complex data in a clear and compelling manner to both business leaders and technical teams.

• Experience managing projects or initiatives aimed at improving service delivery, efficiency, or resource utilization.

• Ability to work independently with minimal guidance and also be a resource for colleagues.

• Ability to work collaboratively across different functions and levels of the organization, maintaining a results-oriented approach while balancing multiple priorities.

What makes you stand out:

• Familiarity with ServiceNow or Azure DevOps, and how to leverage them for reporting and performance tracking.

• Experience with advanced analytics techniques or familiarity with predictive modeling to enhance business decision-making and service delivery.

• Understanding of the specific challenges and metrics relevant to the financial services industry.

• Experience driving change within an organization, particularly in relation to service delivery processes or operational improvements.

You can be who you are.

People come first here. We're committed to a diverse, equitable and inclusive workforce. Learn more about how we create a welcoming work environment through Diversity, Equity, and Inclusion at www.pacificlife.com. What's life like at Pacific Life? Visit Instagram.com/lifeatpacificlife.
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Base Pay Range:

The base pay range noted represents the company's good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications and geographic location. Also, most employees are eligible for additional incentive pay.

Your Benefits Start Day 1

Your wellbeing is important to Pacific Life, and we're committed to providing you with flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we've got you covered.

• Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents

• Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off

• Paid Parental Leave as well as an Adoption Assistance Program

• Competitive 401k savings plan with company match and an additional contribution regardless of participation

EEO Statement:

Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.