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Senior Manager, Customer Service - Work in Lynchburg, VA

Company: Genworth
Location: Charlottesville
Posted on: July 11, 2019

Job Description:

YOUR ROLE The Customer Service Senior Manager will lead the Life Operations Team, who provide a range of services for Customer Service. We are seeking a strong leader who is driven towards achieving operational efficiency, facilitating people development, and executing an overall Service Strategy Vision. The candidate will report to the Operations Leader for Customer Service and lead and supervise the team leaders of both call center and transaction processing teams supporting our various Annuity product lines.YOUR RESPONSIBILITIESOversee and manage the daily activities for a multi-product line call center ensuring customer service commitments, including day-to-day fulfillment of customer requests, including contact management and transaction processing.Provide support to existing customers by addressing questions/concerns on existing cases that are outside normal guidelines and require exception processing.Coordinate and drive activities with both internal and external customers in order to ensure compliance with State and Industry regulations.Manage all audits request from both internal and external auditors.Translate applicable business strategy, needs/gaps, and metrics into actionable opportunities designed to improve customer experience or realize cost savings.Build, develop and support self-motivated teams by providing guidance/direction and coaching/feedback for improved performance; responsible for further people management activities including salary planning, performance development reviews, distribution of work assignments and team issue resolutions.Executes to ensure that team meets or exceeds key operating targets with respect to operations support, capacity and budget management.Manage projects ensuring risks are minimized and time commitments are met.YOUR QUALIFICATIONSBachelor?s degree or equivalent experience in insurance or financial service industry.Demonstrated project management and process/productivity improvement skills4+ years progressive leadership experience leading diverse teams, preferably in a contact center environment.Dynamic, flexible team player with prior experience in directing, developing and motivating diverse teams.Demonstrated ability to meet and exceed expectations and time frames.Demonstrated capability to energize and coach others with constructive feedback.Ability to translate strategy into specific, actionable measurable goals for team.Change agent that perceives changes as an opportunity to eliminate barriers.Demonstrated ability to influence, negotiate and communicate at all levels of organization.Ability to build and present business cases or process improvement ideas to senior leadershipPREFERRED QUALIFICATIONSPrior experience working within a Call Center Environment is strongly preferred.Prior experience working with Life Insurance productsWHY WORK HEREWe offer a competitive benefits package including:Medical, Dental, Vision, FSA and HSA Spending Accounts. 20 days of Choice Time Off (Increases every 5 years)401K Account with matching contributions up to 5%Defined Contribution PlanStudent Loan ReimbursementTuition Reimbursement40 hours of Volunteer Time Off11 Paid HolidaysPaid Family LeaveChild Care Subsidy ProgramAdoption Assistance ProgramOn-site Fitness Facility in LynchburgGym Membership ReimbursementOn-site clinic in LynchburgCOMPANYGenworth Financial, Inc. is a leading insurance holding company committed to helping families achieve the dream of home ownership and address the financial challenges of aging through its leadership positions in mortgage insurance and long term care insurance. Headquartered in Richmond, Virginia, Genworth traces its roots back to 1871. The mission of Genworth?s US Life business is to develop solutions that meet the financial challenges of aging, including individual and group long term care insurance, annuities, life insurance and new innovative products over time. We know we can?t deliver on our mission unless we deliver for our employees. That?s why we?re committed to creating a work environment that fosters inclusion, camaraderie, rewarding work, community involvement, and a focus on our employees? well-being. We know each employee contributes in their own unique way and we?re dedicated to supporting every one of them to help them reach their full potential.

Keywords: Genworth, Charlottesville , Senior Manager, Customer Service - Work in Lynchburg, VA, Executive , Charlottesville, Virginia

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