AVP, Retirement Plan Services Call Center

**Date:** Aug 26, 2026 **Primary Location:** Charlotte, NC, US **\#job\-location.job\-location\-inline { display:** inline; } **Company:** Lincoln Financial **Alternate Locations:** Work from Home **Work Arrangement:** **Remote :** Work at home employee residing outside of a commutable distance to an office location. **Relocation assistance:** is not available for this opportunity. **Requisition \#:** 76534 The Role at a Glance In the AVP, Retirement Plan Services Call Center role, you will provide leadership, coaching and functional expertise to the call center team to ensure a positive experience for our Retirement Plan Services participants and partners. You will contribute to developing strategies that have substantial impact on the success \& delivery of client service operations and that enhance customer experience. As an AVP, Call Center, you will be responsible for the planning and oversight of multiple teams within the RPS Operations call center. You and your leaders will support teams that handle inquiries and interactions from participant and financial professionals, provide web technical support and research. You will work with Directors and Managers to set strategy, manage workload, and drive re\-engineering efforts. What you'll be doing You will lead a dynamic team in an environment that is constantly changing. Provide training and development opportunities, including stretch assignments, for team members while providing honest and open feedback to aid in the development of talent. You will direct and evaluate individual/team performance and take appropriate action to meet and/or exceed performance standards for assigned areas of responsibility. You will hold leaders and the team accountable for staffing, capacity, attendance, engagement and consistent execution. You will own the numbers – service level, abandon rate, average speed to answer, quality, productivity, customer satisfaction, establish clear targets and quickly address gaps. You will direct, establish and implement priorities, performance goals and objectives to ensure the departmental results are met while evaluating performance and taking appropriate action to meet or exceed performance standards. You will provide strategic leadership and direction to continually improve the capabilities and results for your area while contributing to strategic creation. You will develop, maintain and analyze appropriate metrics and control mechanisms for operations including using data and analysis to improve business results by targeting opportunities and process improvements within the call center team. You will build strong working relationships with key internal/external stakeholders to effectively understand and anticipate projects, products or regulatory changes which may impact operations. You will be responsible for developing and managing the budget for your area. You wi