Associate Manager, Customer Service (3pm - 11pm) | PGIM Ireland
Core
Lead, coach, and manage a team of Customer Service Professionals supporting a portfolio of annuity products to ensure exceptional service delivery.
Role type
Associate Manager, Customer Service Operations
Builds
Customer service operations for annuity products
Domain
Financial services / Retirement / Annuity
Required skills
Team leadership, performance coaching, workforce management, operational management, quality oversight, process improvement, data analysis, regulatory compliance
Preferred skills
Prior leadership experience, financial services/annuity/insurance background, continuous improvement methodologies
Technologies
Contact center systems, performance management tools
Responsibilities
Lead and develop a team of Customer Service Professionals, conduct performance discussions and coaching, direct daily service operations, monitor workload and staffing, serve as escalation point for complex inquiries, drive continuous improvement initiatives
Seniority
Mid-level Manager, hands-on leadership