Associate Manager, Customer Service (3pm - 11pm) Ireland
Core
Lead, coach, and manage a team of Customer Service Professionals supporting a portfolio of annuity products to ensure exceptional customer and financial professional service.
Role type
Associate Manager, Customer Service Operations
Builds
Customer service operations for annuity products
Domain
Financial services / Retirement / Annuity
Required skills
Team leadership and coaching, Contact center operations management, Performance management, Service level and quality metrics monitoring, Operational trend analysis, Process improvement, Data-driven decision making, Regulatory compliance
Preferred skills
Financial services/retirement/annuity experience, Supervisory experience, Continuous improvement methodologies, Data analysis
Technologies
None stated
Responsibilities
Lead and develop a team of Customer Service Professionals, Direct daily service operations to meet service levels and productivity goals, Monitor customer experience and quality results, Identify operational inefficiencies and implement process improvements, Serve as an escalation point for complex inquiries, Ensure adherence to regulatory requirements and service standards
Seniority
Mid-level Manager