Associate Manager, Customer Service (3pm - 11pm) | PGIM Ireland

Prudential Financial; Letterkenny; Remote; EUR 65,000 - 90,000; Full time

Job summary

Prudential Financial, through its PGIM Ireland operations in Letterkenny, seeks an Associate Manager, Customer Service to lead a team delivering high-quality service for annuity products. The role supports coaching, performance management, and continuous process improvement while ensuring regulatory and service standards are met.

The position involves 3pm–11pm hours with flexibility for remote work. Experience in customer service operations and leadership is essential to drive engagement and

Qualifications

• Typically requires 3-5 years of customer service, contact center, or operations experience.
• Leadership, supervisory, or team lead experience preferred.
• Licensing may be required based on business needs.

Responsibilities

• Lead, coach, and develop a team of Customer Service Professionals to achieve objectives.
• Direct daily service operations to meet service levels and productivity goals.
• Promote a customer-first mindset with accurate, timely issue resolution and high quality metrics.
• Identify process improvements and drive operational change with data-driven decisions.

Skills

Leadership & People Development

Customer Service Operations

Problem Solving & Decision Making

Communication & Collaboration

Continuous Improvement

Job description

Associate Manager, Customer Service

The hours for this role will be 3pm - 11pm, our office is based in Letterkenny but we are open to remote options for this role. The Associate Manager, Customer Service is responsible for the day-to-day leadership, coaching, and operational management of a team of Customer Service Professionals supporting a portfolio of annuity products. This role ensures the delivery of exceptional customer and financial professional service through effective workforce management, performance coaching, quality oversight, and continuous process improvement. The Associate Manager partners closely with operations leadership to foster a high-performing, customer-focused culture. The role is accountable for achieving service, quality, productivity, and employee engagement objectives while driving operational excellence and continuous improvement across the customer service organization.

Key Responsibilities

Leadership & Team Management

Lead, coach, and develop a team of Customer Service Professionals to achieve operational and customer experience objectives. Conduct regular performance discussions, coaching sessions, and development planning activities. Foster a culture of accountability, engagement, collaboration, and continuous improvement. Support hiring, onboarding, training, performance management, and employee development activities. Recognize and reward strong performance while addressing performance concerns in a timely and constructive manner.

Operational Management

Direct daily service operations to ensure service levels, quality standards, and productivity goals are achieved. Monitor workload volumes, staffing needs, and resource allocation to maintain operational effectiveness. Assess operational performance trends and implement corrective actions as necessary. Serve as an escalation point for complex customer or financial professional inquiries. Ensure adherence to established policies, procedures, regulatory requirements, and service standards.

Customer Experience & Quality

Promote a customer-first mindset focused on accurate, timely, and complete issue resolution. Monitor customer experience, quality results, and operational metrics to identify opportunities for improvement. Ensure representatives consistently deliver professional, accurate, and compliant service. Drive improvements that enhance First Contact Resolution, reduce repeat contacts, and improve service efficiency.

Continuous Improvement & Change Leadership

Identify operational inefficiencies and recommend process improvements. Lead or support business initiatives, knowledge transfer activities, and operational change efforts. Collaborate with business partners, training teams, quality teams, and leadership to improve customer outcomes and operational performance. Utilize data and performance insights to inform decision-making and support strategic objectives.

Required Skills & Knowledge

Leadership & People Development

Strong leadership skills with the ability to coach, motivate, and develop high-performing teams. Demonstrated ability to manage performance and drive accountability.

Customer Service Operations

Understanding of contact center operations, customer service best practices, and performance management. Experience managing service levels, productivity, quality, and customer experience metrics.

Problem Solving & Decision Making

Strong analytical and problem-solving capabilities. Ability to evaluate operational trends and implement effective solutions.

Communication & Collaboration

Excellent verbal and written communication skills. Strong interpersonal skills with the ability to influence and collaborate across teams and leadership levels.

Continuous Improvement

Demonstrated ability to identify process improvement opportunities and drive meaningful operational change. Experience utilizing data and performance metrics to improve outcomes.

Success Metrics

Achievement of customer experience, service level, quality, and productivity goals. Team engagement, retention, and development outcomes. Reduction in repeat contacts and operational defects. Successful implementation of process improvement initiatives. Regulatory and operational compliance adherence. Effective management of service demand and workload volumes.

Qualifications

Typically requires 3-5 years of customer service, contact center, or operations experience. Prior leadership, supervisory, or team lead experience preferred. Financial services, retirement, annuity, insurance, or wealth management experience preferred. Demonstrated experience managing people, operational performance, and service delivery. Experience with continuous improvement methodologies, data analysis, or operational excellence practices is a plus. Licensing may be required based on business needs.

- PGIM Ireland is proud to be an equal opportunity employer and is committed to equal employment opportunity regardless of applicants’ gender, civil status, family status, sexual orientation, religion, age, disability, race or membership of the traveler community. PGIM Ireland's aim is to hire the best people for the open roles and all appointments will be made on merit. Any offer of employment made by PGIM Ireland will be contingent on receiving satisfactory references. Applicants should be aware that background checks will be carried out on all candidates offered a position within PGIM Ireland.

Prudential Financial, Inc. (NYSE: PRU), a global financial services leader and premier active global investment manager with approximately $1.4 trillion in assets under management as of Dec. 31, 2023, has operations in the United States, Asia, Europe, and Latin America. Prudential’s diverse and talented employees help make lives better and create financial opportunity for more people by expanding access to investing, insurance, and retirement security. Prudential’s iconic Rock symbol has stood for strength, stability, expertise and innovation for 150 years. For more information please visit news.prudential.com.

Our Commitment to an Inclusive Workplace Prudential Financial, Inc. serves its customers in more than 40 countries and territories, and we seek talented, creative individuals from a variety of backgrounds, worldviews, and life circumstances to work with us. We are focused on creating a fully inclusive culture, where all employees feel comfortable bringing their authentic selves to work. We don't just accept difference-we celebrate it, support it, and thrive on it. At Prudential, employees have a unique opportunity to build their career path by owning their development, their career, and their future. We encourage employees to hone their skills and explore continued opportunities within Prudential.

PGIM, the global asset management business of Prudential Financial, Inc. (NYSE: PRU), is a global investment manager with US $1.3 trillion in assets under management as of Dec. 31, 2023. With offices in 18 countries, PGIM’s businesses offer a range of investment solutions for retail and institutional investors around the world across a broad range of asset classes, including public fixed income, private fixed income, fundamental equity, quantitative equity, real estate, and alternatives. For more information about PGIM, visit pgim.com.

Prudential Financial, Inc. (PFI) of the United States is not affiliated in any manner with Prudential plc, incorporated in the United Kingdom, or with Prudential Assurance Company, a subsidiary of M&G plc, incorporated in the United Kingdom. For more information please visit news.prudential.com.

PGIM Inc. (PGIM) is the principal asset management business of Prudential Financial, Inc. (PFI), a company incorporated and with its principal place of business in the United States. PFI of the United States is not affiliated in any manner with Prudential plc, incorporated in the United Kingdom or with Prudential Assurance Company, a subsidiary of M&G plc, incorporated in the United Kingdom.

Our Commitment to an Inclusive Workplace Prudential Financial, Inc. serves its customers in more than 40 countries and territories, and we seek talented, creative individuals from a variety of backgrounds, worldviews, and life circumstances to work with us. We are focused on creating a fully inclusive culture, where all employees feel comfortable bringing their authentic selves to work. We don't just accept difference-we celebrate it, support it, and thrive on it. At Prudential, employees have a unique opportunity to build their career path by owning their development, their career, and their future. We encourage employees to hone their skills and explore continued opportunities within Prudential.