Remote Customer Service Manager – KPI & Team Growth

Sammons Financial Group Companies; West Des Moines (IA); Hybrid; USD 69,000 - 116,000; Full time

Benefits offered by this job

Health coverage for you and family

Performance-based incentive program

ESOP and company 401(k)

Friday afternoons off

Paid time off and holidays

Tuition reimbursement and development

Volunteer time off and matching gifts

Job summary

Sammons Financial Group is seeking a capable Customer Service leader to guide multi-site teams (West Des Moines and Sioux Falls) in delivering high-quality service for in-force products. The role emphasizes KPI/SLA attainment, coaching, and cost-conscious operations while maintaining strong internal controls and regulatory compliance.

The position supports policy owners, distribution partners, and internal partners, with remote options and a focus on continuous improvement and employee

Qualifications

• Bachelor's degree or equivalent work experience preferred.
• Insurance industry experience preferred.
• Proven track record in KPI and SLA management.
• Strong leadership, coaching and decision-making skills.
• Excellent communication and analytical abilities.
• Ability to manage multi-site teams and remote workers.
• Willing to travel up to 25% as needed.

Responsibilities

• Lead and develop team members to meet KPIs and SLAs.
• Drive performance with a focus on efficiency and cost reduction.
• Coach and mentor staff through coaching programs and IDPs.
• Review processes and data to improve workflows.
• Lead multi-site teams, including remote locations.
• Manage department budget and vendor relationships.
• Support compliance, audits and regulatory matters.
• Foster relationships with internal partners to achieve goals.

Skills

KPI management

Team leadership

Coaching

Budget management

Policy compliance

Employee development

Vendor relations

Process improvement

Customer service

Education

Bachelor's degree or equivalent

Job description

Sammons Financial Group is seeking a capable Customer Service leader to guide multi-site teams (West Des Moines and Sioux Falls) in delivering high-quality service for in-force products. The role emphasizes KPI/SLA attainment, coaching, and cost-conscious operations while maintaining strong internal controls and regulatory compliance.

The position supports policy owners, distribution partners, and internal partners, with remote options and a focus on continuous improvement and employee