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Thrivent Financial Manager of Support Services in Appleton, Wisconsin


Thrivent has an exciting opportunity as a Manager of Support Services. This role leads a team of business system analysts who perform production support and small project delivery of solutions that improve the efficiency and mitigate risk of the Operations business teams, specifically related to our life, health and annuity product system capabilities.The Manager, Support Services is responsible for business assessment, selection, design and implementation of capabilities that enable the end to end administration of our life, annuity, and health products, leveraging common technology platforms to enable a low cost, consistent experience for internal staff, field organization and clients who interact with the Commercial Division. This role serves as the interface with the business units for their technology needs. Establishes best practices and processes to allow Business System Analyst teams to most efficiently document business needs thru requirements, conduct end to end testing and ensure implementation readiness is conducted to prepare business areas for new capabilities and ensure ongoing adoption. Partners with IT leaders to lay framework to execute on the software development function. Drives progress of capabilities forward in representation of the business and advocates for their needs, ensuring considerations are made for both short-term needs and longer-term connection to strategies. Ensures design and architectural decisions are right-sized, align with business strategies, and are sustainable and supportable.

Job Description

Job Duties and Responsibilities

  • Builds and maintains a high-performing team; selects, develops, coaches, rewards and recognizes team members

  • Has accountability for the planning and delivering the defined measurable outcomes for the assigned area of responsibility

  • Mobilizes teams to execute and support business initiatives which can be complex in nature and have a significant impact on the business unit's profitability and strategic direction

  • Detailed short- and long-term capacity planning, influencing priority and sequencing, and assessing needs for sourcing partners to supplement internal resources, in partnership with EPMO & TMO

  • Ensures team follows best practices for business analysis, requirements and testing

  • Ensures business readiness and adoption for solutions

  • Monitors budget, expenses and scope to facilitate effective project delivery and support

  • Vendor management for assigned areas of responsibility

  • Serves as primary point of contact on system installations and issues – accountability for change control, incident management representation and root cause analysis for assigned capabilities along with appropriate communication to business stakeholders, ensuring business outage impacts are reduced and/or eliminated.

  • Provides overall business leadership to maintain and improve the integrity and quality of systems, data, and processes in support of enterprise needs. Accountable to ensure appropriate security access is maintained.

  • Serves as liaison between the business unit, IT and projects in the prioritization of work and resourcing.

  • Manages large capability areas and serves as business asset owner for systems in support of Commercial Operations business areas -- large scope which consist of multiple capability groupings (i.e., Claims & New Business), some which expand enterprise wide.

  • Manages Business System Analyst professionals who articulate business needs and requirements for application software. Determines priority of requests and ensures appropriate staffing aligned to meet business objectives.

  • Makes staffing decisions to ensure execution of projects or strategies, including sourcing partner options.

  • Makes operational and strategic decisions that may have significant impact, on functionality, quality or effectiveness of business unit activities and influences technical architecture decisions to ensure they meet business needs and provide sustainable solutions long term

  • Influences business decisions based on understanding of end-to-end process implications across organizational boundaries.

  • Analyzing and applying complex regulatory and compliance requirements to Thrivent’s business practices.

  • Ensuring that appropriate regulatory processes and controls are established and are working effectively within operational areas.

  • Interpreting detailed and often complex regulatory requirements.

  • Providing consultation and advice to help business partners understand and mitigate risk.

  • Management of regulatory investigations and/or audits

Required Job Qualifications

  • Bachelor’s degree or equivalent experience.

  • 5 or more years of people leadership experience.

  • 8 or more years practical experience in technology implementations as a leader and/or Business/Technology Analyst.

  • Demonstrated ability to deliver results.

  • Strong organizational and thought leadership skills.

  • Understanding of multiple project management methodologies (i.e., agile, waterfall) including requirements, testing, design and implementation strategies.

  • Strong communication/interpersonal skills with emphasis on influencing, conflict management, teamwork and coaching skills.

  • Experience with improving processes and leading business units thru technology implementations that may significantly alter business unit operations.

  • Demonstrated ability to maintain an external perspective of emerging technology, management and operations trends.

  • Knowledge of Life, Health & Annuity products preferred.

  • FINRA Series 99 required or obtained within 90 days of hire/transfer.

    Thrivent provides Equal Employment Opportunity (EEO) without regard to race, religion, color, sex , gender identity, sexual orientation, pregnancy, national origin, age, disability, marital status, citizenship status, military or veteran status, genetic information, or any other status protected by applicable local, state , or federal law. This policy applies to all employees and job applicants.

    Thrivent is committed to providing reasonable accommodation to individuals with disabilities. If you need a reasonable accommodation , please let us know by sending an email to or call 800-847-4836 and request Human Resources.

At Thrivent, we believe money is a tool, not a goal. Driven by a higher purpose at our core, we are committed to providing financial advice, investments, insurance, banking and generosity programs to help people make the most of all they’ve been given. At our heart, we are a membership-owned fraternal organization, as well as a holistic financial services organization, dedicated to serving the unique needs of our customers. We focus on their goals and priorities, guiding them toward financial choices that will help them live the life they want today—and tomorrow.

For over 100 years, Thrivent has been helping people build their financial futures and live more generous lives. Today, it’s a Fortune 500 company that offers a full range of expert financial solutions, serving more than 2 million customers, as well as the communities in which they live and work.

Thrivent fosters a diverse workforce to serve our diverse clientele, reflecting a wide range of backgrounds and experiences. If you’re intrigued about our work and the possibility of becoming part of it, we invite you to visit to learn more. You won’t just build a career; you’ll be part of an organization focused on growing, innovating, and serving.