Service Leader of Agency and New Business Experience

COMPANY OVERVIEW

KKR is a leading global investment firm that offers alternative asset management as well as capital markets and insurance solutions. KKR aims to generate attractive investment returns by following a patient and disciplined investment approach, employing world-class people, and supporting growth in its portfolio companies and communities. KKR sponsors investment funds that invest in private equity, credit and real assets and has strategic partners that manage hedge funds. KKR’s insurance subsidiaries offer retirement, life and reinsurance products under the management of Global Atlantic Financial Group. References to KKR’s investments may include the activities of its sponsored funds and insurance subsidiaries.

Reporting to the Director, Individual Markets Insurance Operations, the Service Leader of Agency and New Business Experience function — setting operational priorities, managing vendor partnerships, driving team effectiveness, and aligning sales strategy with operational execution to deliver pipeline performance. This leader will evolve the team's focus from transaction processing toward exception intelligence, process improvement, and firm experience, continuously improving operational efficiency through smarter processes and technology while elevating the value the team delivers to firms and financial professionals. This position is based in Hartford, CT or Des Moines, IA.

• Lead daily new business and agency operations, delivering exception resolution quality, service level attainment, issuance velocity, productivity, and customer outcomes aligned with business objectives and process improvement priorities.

• Lead, coach, and develop a high-performing team by setting clear performance expectations, building analytical and exception-handling capability, managing capacity, and fostering accountability, engagement, and continuous improvement.

• Establish daily, weekly, and monthly operating rhythms — reviewing exception volumes, automation fallout trends, service levels, quality, workload distribution, aging, and operational risks — and drive timely corrective actions.

• Monitor exception volumes and processing trends, partnering with Domain, Product Owner, and Technology teams to refine workflows so the team can focus its expertise on the cases that most benefit from hands-on attention.

• Partner with Third-Party Administrators (TPAs) and vendor partners to ensure operational execution, service quality, and productivity align with business expectations and firm experience standards.

• Lead resolution of operational issues, firm complaints, complex cases, and escalations, ensuring timely follow-through and positive outcomes for firms and financial professionals.

• Implement operational improvements that strengthen quality, reduce recurring exceptions, improve efficiency, and enhance team capability as the team modernizes its processes and tools.

• Partner with Sales Operations Support to ensure daily operational priorities reflect firm expectations, reduce escalation volume, and reinforce an ownership mindset across the team.

• Bachelor's degree, or equivalent combination of education and relevant experience.

• 10+ years of experience in insurance, financial services, or new business/agency operations, including 5+ years in a people leadership role.

• Demonstrated experience managing vendor or TPA relationships and driving SLA performance.

• Working knowledge of automation and workflow tools (e.g., Pega), with insurance and regulatory knowledge relevant to new business issuance and agency operations.

• Preferred: experience leading operational