Manager, Operations Support Service - Correspondence Administration

Americo is hiring a full time Supervisor, Operations Support Service – Correspondence Administration (CA) to join our expanding team!

The hours for this position are Monday – Friday, 8:00 AM – 5:00 PM, on site at our downtown Kansas City, MO office location.

Overview

This role is responsible for leading the day-to-day operations of the Correspondence Administration team within Operations Support Service, which handles the majority of incoming correspondence from policyholders, agents, and other external partners across multiple formats.Additionally, role will oversee system generated policy and correspondence print for policy holders and agents. This position ensures service level agreements are consistently met or exceeded, drives quality outcomes, and identifies opportunities for process improvement. The Supervisor plays a critical role in developing Associates, supporting career growth, and contributing leadership expertise to departmental and enterprise initiatives.

Key Responsibilities

• Manage departmental workflow to ensure all service level agreements (SLAs) are met or exceeded.
• Create, maintain, and analyze reporting to measure performance against key performance indicators (KPIs).
• Track Associate performance and provide coaching, feedback, and performance guidance.
• Identify, recommend, and implement process improvements to enhance efficiency and service quality.
• Lead or serve as a subject matter expert on departmental and enterprise-wide projects.
• Partner with Associates to support career development, skill-building, and leadership growth.

Required Qualifications

• Strong understanding of leadership and management principles.
• Basic knowledge of the life and disability insurance industry.
• Demonstrated ability to identify improvement opportunities and implement effective solutions.
• Experience managing projects from initiation through completion, including scope, resources, and timelines.
• Proficiency in Microsoft Office applications, including Excel, Word, and SharePoint.
• Understanding of reporting tools used to track department performance and KPI achievement.
• Knowledge of budgeting principles, including creating, maintaining, and explaining budget variances.
• Strong communication, organizational, and problem-solving skills.
• Demonstrated ability to lead, coach, and develop team members in a fast-paced environment.
• Bachelor’s degree or equivalent combination of education and experience.

Preferred Qualifications

• Previous experience in operations leadership, correspondence processing, or insurance-related functions.
• Experience supporting high-volume service environments with SLA-driven performance metrics.

About Us

Americo: We’re in this for life!

The roots of the Americo family of companies date back more than 100 years. Americo is a life insurance and annuity company providing innovative products to our customers. At Americo, it’s the people who make things work, so we hope you join us!

What You’ll Love About Working at Americo:

Compensation

Our competitive pay and robust bonus program, offered to all associates, will make you feel valued.

Learning and development

We prepare you for success with a comprehensive, paid training program. Additionally, our Talent Development team creates various development opportunities for associates at every stage of their careers.

Work-life balance

We value work-life balance with our generous paid time off; you begin accruing hours every month, and they increase with tenure. All new hires earn over three weeks of paid time off annually, plus 11 paid company holidays! We also support new parents with a maternity and parental leave program, along with paid STD and LTD.

Health and well-being

We are committed to your health and are pleased to offer flexible benefits designed to support you and your family, with high quality coverage and meaningful company contributions.

Benefits include PPO and HDHP medical plan options with HSA and FSA eligibility, along with dental and vision coverage. Additionally, we provide company paid life insurance, disability coverage, a confidential EAP, a wellness program, comprehensive health resources, corporate fitness discounts, and a 401(k) plan with employer matching.

Future planning

Americo offers a 401(k) with a company match. We also have tuition reimbursement programs to further your education.

Giving back

We support several local organizations, such as Ronald McDonald House, Hope Lodge, the American Red Cross, Harvesters, and many more. Our associates volunteer their time and donate money alongside the company to make a difference in our community.

The fun stuff

Americo participates in the Kansas City Corporate Challenge and hosts various company events throughout the year.

Bustling environment

Our newly renovated offices are conveniently located in downtown Kansas City, within walking distance of your favorite restaurants and attractions. Plus, you’ll receive complimentary paid parking near our Americo offices — downtown parking is a premium, but we’ve got you covered.