Remote Associate Manager, Customer Service

PGIM; Letterkenny Municipal District (2014-2019); Hybrid; EUR 55,000 - 75,000; Full time

Job summary

PGIM Ireland is seeking an Associate Manager, Customer Service to lead a team supporting annuity products. The role focuses on coaching, performance management, and operational excellence, with responsibility for service levels, quality, and engagement.

The role offers a hybrid work arrangement with an office in Letterkenny and flexibility for remote work. Candidates should have 3–5 years in customer service or operations, preferably in financial services or retirement products.

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.

Responsibilities

• Lead, coach, and develop a team of Customer Service Professionals to achieve service and customer experience objectives.
• Direct daily service operations to ensure service levels, quality standards, and productivity goals are met.
• Monitor workload volumes, staffing needs, and resource allocation to maintain operational effectiveness.
• Serve as an escalation point for complex customer or financial professional inquiries.
• Ensure adherence to policies, regulatory requirements, and service standards.
• Promote a customer-first mindset and drive improvements in First Contact Resolution.

Skills

Leadership

Coaching

People development

Customer service

Operations management

Data analysis

Job description

PGIM Ireland is seeking an Associate Manager, Customer Service to lead a team supporting annuity products. The role focuses on coaching, performance management, and operational excellence, with responsibility for service levels, quality, and engagement.

The role offers a hybrid work arrangement with an office in Letterkenny and flexibility for remote work. Candidates should have 3–5 years in customer service or operations, preferably in financial services or retirement products.