Manager - Customer Service

Lead, coach and develop team members to provide efficient, compliant and high quality service to our customers in support of the business unit's goals and established service level agreements. Drive individual and team performance to meet stated KPIs (key productivity indicators) and SLAs while continuously driving for efficiency gains and improvement to overall ease of doing business for our customers. Adhere to Sammons Financial Group (SFG) member companies shared values in all decisions and actions.

TEAM

SUMMARY:

Our Customer Service teams support our policy and contract owners, distribution partners and a variety of other internal business partners through the fulfillment of customer requests on our in-force business for both Midland National and North American Company products. We provide processing and customer support to our Sammons Life Division, Sammons Institutional Group and Sammons Independent Annuity Group. While supporting each of our dynamic business units, we manage multiple legacy systems, processes and procedures.

Our Customer Service teams are located in both West Des Moines and Sioux Falls with many employees working remotely.

• Lead and develop team and individual KPIs, SLAs and goals that align with the departmental, divisional and SFG objectives. Ensure goals are compelling and transparent in order to drive understanding, ownership and commitment from the team members. Goals and targets should be continuously evaluated and adjusted to ensure a culture of high performance and engagement is maintained within the team.
• Attract and retain top talent by identifying high- potential employees and provide opportunities to develop their skills and expand their circle of influence in our organization.
• Partner with each team member to focus on individual performance and inspire individual action toward meeting team standards. Provide continual coaching and feedback regarding progress, strengths and areas for development. Utilize corporate programs to reinforce employee performance and development, including Target Incentive Plan (TIP), annual merit reviews and individual development plans (IDP).
• Review and analyze systems, processes and data to improve workflow and increase efficiency through application of technology; implement change initiatives designed to enhance the productivity and quality of work performed.
• Active learner keeping abreast of industry trends & current competitive changes driving changes to maintain competitiveness in the market.
• Support and provide department level training, including overseeing of procedure documentation and work standards.
• Effectively lead and manage customer service related issues and process improvements in an efficient and compliant manner. Assist the Legal and Compliance Departments in review and resolution of complaints, lawsuits and other regulatory matters.
• Actively manage the department budget with a strong focus on unit cost reduction opportunities where applicable.
• Foster internal and external working relationships to help achieve business goals including the management of vendor relations to ensure contractual agreements are met.
• Lead, develop and engage employees in multi-site locations (including remote).
• Support and reinforce our commitment to operational, financial and internal controls processes (e.g. Model Audit Rule, Record Information Management,38a-1) while also keeping current with our Business Continuity Plan.
• Create and maintain an operating environment that embraces our shared values, Sammons Leadership Series (SLS) principles and our corporate culture.
• Commit to embrace Sammons Financial Group Companies shared values (Accountability, Connection, Openness, Respect and Integrity).
• As stated within the Company Attendance and Punctuality policy, regular attendance is required and expected in order to meet the business service levels and workflow demands.
• Participate in other initiatives and/or projects as necessary.

• Bachelor's Degree or equivalent work experience Preferred
• Insurance industry experience Preferred
• Prior management of KPIs, SLAs, planning and workforce management data Preferred
• Bias to action and sense of urgency and possess problem solving, strategic and process thinking skills
• Effective leadership, coaching, motivation and decision making skills
• Strong focus on customer service
• Proven ability to manage multi-facetted business needs and diverse processes
• Effectively lead…