Senior Customer Service Leader (Remote & Multi-site)

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

Benefits offered by this job

Health coverage

ESOP (employee stock ownership)

401(k)

Fridays off

Paid time off

Tuition reimbursement

Volunteer time off

Growth opportunities

Job summary

Sammons Financial Group is seeking a skilled leader to guide customer service teams across multiple sites, including remote workers. You will drive KPIs, SLAs and performance, while mentoring staff and implementing development plans. A strong focus on process improvement and cost management will be essential.

Experience in insurance or financial services, plus a Bachelor’s degree, is preferred. This role supports both in-office and remote team collaboration, with relocation not required.

Qualifications

• Bachelor's degree or equivalent work experience preferred.
• Insurance industry experience preferred.
• Strong leadership and people management experience.

Responsibilities

• Lead and develop KPIs, SLAs and goals aligned with SFG objectives.
• Attract and retain top talent and develop high-potential employees.
• Coach team and provide feedback using TIP and IDP programs.
• Analyze systems and data to improve workflow and efficiency.
• Manage department budget and identify cost-reduction opportunities.
• Lead multi-site teams, including remote workers.

Skills

Leadership

Customer service

Problem solving

Communication

Self-motivation

Analytical thinking

Travel

Education

Bachelor's degree or equivalent

Job description

Sammons Financial Group is seeking a skilled leader to guide customer service teams across multiple sites, including remote workers. You will drive KPIs, SLAs and performance, while mentoring staff and implementing development plans. A strong focus on process improvement and cost management will be essential.

Experience in insurance or financial services, plus a Bachelor’s degree, is preferred. This role supports both in-office and remote team collaboration, with relocation not required.