Manager - Customer Service

Sammons Financial Group Inc.; Sioux Falls (SD); Remote; USD 62,000 - 103,000; Full time

Benefits offered by this job

Health coverage

Incentive program

ESOP

401(k)

Fridays off

Paid time off

Tuition reimbursement

Volunteer time off

Employee ownership

Job summary

Sammons Financial Group is seeking a senior customer service leader to drive performance across multi-site and remote teams. You will set KPIs, monitor SLAs, coach staff, and partner with Legal/Compliance to address issues while managing department budgets and vendor relations.

The role emphasizes continuous improvement, operational controls, and leadership across business units. Ideal candidates have a Bachelor's degree or equivalent experience with demonstrated management of metrics, strong

Qualifications

• Bachelor's Degree or equivalent work experience preferred.
• Insurance industry experience preferred.
• Management of KPIs, SLAs and workforce data preferred.
• Strong leadership, coaching and customer service focus.

Responsibilities

• Lead and coach team to meet KPIs and SLAs while driving efficiency.
• Attract and develop talent; identify high-potential employees and provide growth opportunities.
• Guide individual performance and deliver continual coaching and feedback.
• Improve workflows by analyzing systems and processes and applying technology.

Skills

People leadership

KPI management

Budget management

Vendor relations

Multi-site teams

Remote work experience

Communication skills

Analytics

Education

Bachelor's degree or equivalent work experience

Job description

What You Can Expect In This Role

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.

What You'll Do In This Role

• 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.

What We’re Looking For

• 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 workforce dispersed in multi-site locations servicing multiple lines of business and product lines
• Exceptional verbal, written and visual communication skills
• Must exhibit a strong emotional intelligence
• Self-motivated and ability to work independently and effectively under deadline pressures
• Strong analytical skills to evaluate facts and data using sound and mature judgment
• Balance all business decisions weighing the cost benefits of each to ensure that cost effective solutions are reached, keeping in mind long term benefits and automation
• Travel up to 25% may be required

Other Requirements

• Criminal background check required.
• FINRA regulations require fingerprinting for this position. Management reserves the right to determine and approve incumbent suitability for this position.

Salary Range Information

USD $61,622.00 - USD $102,702.00 /Yr. Range includes data points from multiple labor markets. Specific range is dependent on the labor market where the incumbent will be hired to perform the position. Starting salary is dependent on candidate qualifications and experience. For a narrower salary range specific to your labor market, please inquire.

What you can expect when you join Sammons Financial Group

• Comprehensive health coverage for you and your family, including Medical, Dental, Vision, HSA & FSA options, and term life insurance.
• Competitive compensation with a performance-based incentive program tied to clear goals and individual and/or company success.
• Invest in your future with our 100% company-funded Employee Stock Ownership Plan (ESOP), plus automatic enrollment in our 401(k).
• Work-life balance that means something. Friday afternoons off year-round, generous paid time off, and paid holidays.
• Commit to your growth with paid development time, tuition reimbursement, and professional development opportunities across industry, individual, and leadership programs.
• Make an impact beyond the workplace through volunteer time off, and our company nonprofit matching gift program, supporting the causes that matter most to you.
• An ownership culture that inspires; join a connected, values-driven workplace where employees take accountability, support one another, and are empowered to do their best work-together shaping our future shared success.

Work Authorization/Sponsorship

At this time, we’re not considering candidates that need any type of immigration sponsorship now or in the future or those needing work authorization for this role (This includes, but is not limited to students on F1-OPT, F1-CPT, J-1, etc.).

Additional Information

Sammons Financial Group Is An Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other characteristic protected by applicable law.
ADA
Sammons Financial Group is committed to providing reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. If you need assistance or a reasonable accommodation at any stage of the application or hiring process, including navigating our website or applying for a position, please contact [e-mail] or call 800-728-2987.
E-Verify
Sammons Financial Group participates in E-Verify and will provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.
Policy for External Search Firms and Agencies
Sammons Financial Group maintains an internal Talent Acquisition function and does not accept unsolicited resumes or candidate submissions from search firms, staffing agencies, or other third-party recruiting vendors. Please review our Recruitment Agency Policy for additional information here.