Manager, Life Services

Job Description:

Position Overview
Lead a team of Customer Service Representatives, serving as mentor, coach, and advocate for both team members, Financial Professionals and their clients. Responsibilities include overseeing day-to-day operations, ensuring exceptional customer service delivery, fostering a supportive and collaborative team environment, and driving initiates to enhance customer and associate satisfaction and retention. The ideal candidate will possess strong leadership skills, empathy, and passion for delivering outstanding customer experience in a fast-paced environment. All while looking for ways to deliver a best-in-class servicing experience.
We’ve embraced a flexible, hybrid approach to work. Based on your role and personal preference, we empower you to choose where you work best. This model allows you to balance your life and bring your whole self to work.
Responsibilities

• Work with employees to develop business processes and service standards: continuously assess, evaluate and refine performance measures as a staple of our commitment to continuous improvement; streamline procedures in order to reduce cost, improve timeliness and increase quality
• Be approachable and provide hands-on support to the team through handling escalated or complex situations, and providing guidance.
• Solve problem cases by providing research support and documentation required to respond to the complaint
• Create an environment that encourages two-way communication and in which associates feel it is safe to speak up.
• Define reporting parameters and establish reporting standards with the Management Team.
• Promote a culture where employees take responsibility and are accountable for their performance by setting clear expectations; giving associates and team leaders the tools they need to do their job and holding them accountable for results.
• Develop metrics, set performance expectations, and perform quality monitoring of key processes to ensure quality and thoroughness of work. Reinforce positive performance by recognizing and rewarding others.
• Strengthen the producer relationship through raising the caliber of service provided.
• Actively manage performance - could include counseling and assisting associates through the performance improvement process. Have consistent and meaningful dialogue with associates and team leaders regarding their development, performance, and developmental needs.
• Think creatively and strategically to drive process changes to continuously improve our producers’ and clients’ experience of doing business with us, reduce costs, and/or improve timeliness. Challenge others to think creatively.
• Demonstrate courage to challenge the status quo and to make difficult decisions necessary to support the organization’s strategy.
• Demonstrate a strong working understanding of the daily production tasks, processes, and systems. Understand the workflow, with the detail necessary to be able to drive systems and process initiatives.
• Lead the interviewing/hiring process for the team and make hiring decisions aligned with pre-determined expertise and competency
• Participate in corporate and department projects and other related duties.

Skills and Abilities

• Excellent verbal and written communication skills.
• Excellent negotiation and collaboration skills.
• Experience with driving positive change.
• Ability to effectively partner across the organization and at multiple levels by building and maintaining strong relationships.
• Accept ownership of all interactions and provide a high caliber of service excellence and follow-through.
• Demonstrated drive for results.
• Listens and encourages suggestions, improvements, concerns, innovations from others.
• Creates a positive and open work environment that allows for effective team collaboration and communication.
• Actively and openly leads change and continually assesses impact.
• Provides cost-effective and customer-focused solutions.
• Makes a quick but systematic analysis to find the root cause of an issue.
• Aids in the continued growth and development of others for the benefit of the individual and the long term growth of the organization.
• Respects others’ knowledge and abilities; encourages personal and professional learning.

Education

• College degree strongly Preferred and

Experience

• 5-7 Years Experience within Insurance industry with at least 2 years leadership experience. Required and
• Knowledge of Penn Mutual products, processes and transactions. Preferred

Base Salary Range - $90,000 - $125,000

For over 175 years, Penn Mutual has empowered individuals, families and businesses on the journey to achieve their financial goals. Through our partnership with Financial Professionals across the U.S., we help instill the confidence and reliability that comes from a stronger financial future. Penn Mutual and its affiliates offer a comprehensive suite of competitive products and services to meet the unique needs of Financial Professionals and their clients, including life insurance, annuities, wealth management and institutional asset management. To learn more, including current financial strength ratings, visit www.pennmutual.com.

Penn Mutual is committed to Equal Employment Opportunity (EEO). We provide employment and advancement opportunities to all qualified applicants and associates, according to applicable laws. This is reflected in our practices for hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment, compensation, selection or training, and all other terms and conditions of employment. All employment-related decisions and practices are free from unlawful discrimination. This includes: race, creed, color, national origin, ancestry, citizenship age, gender (including pregnancy), sexual orientation, gender identity or expression, domestic partnership or civil union status, marital status, genetic information, disability, religious observance or practice, liability, veteran status or any other classification protected under applicable law.