Service Center Manager - Producer Services

Profile Summary:

Voya Financial in Jacksonville, FL is looking for multiple managers who will be responsible for the management of day to day operations for Services Center staff overseeing a specific line of business (Life, Annuities or Retirement).

The ideal candidate will have previous experience in leading teams of customer focused individuals, preferably from within a service center environment.

Profile Description:

• Accountable for ensuring team and department goals are met while demonstrating knowledge and skill in a Continuous Improvement environment.
• Responsible for driving employee engagement, development, and career growth.
• Responsible for hiring, development and performance management of staff. Conducts performance reviews with all staff.  Makes compensation decisions.
• Accountable for ensuring team and individual compliance with all applicable regulatory requirements, securities laws and regulations, as well as Voya compliance procedures.
• Lead strategic improvement initiatives. 
• Ensures that call queues are being actively monitored and that call responsiveness metrics are met.
• Responsible for driving team and department efficiency in support of overall department budget, with overall shared accountability for department budget results.                                                                                                           
• Engages in RCPS to improve customer service and reduce demand.
• Serves as back-up to Service Center Director
• Other duties as assigned.

Knowledge & Experience:

• BA degree or equivalent work experience
• 5+ years professional experience with demonstrated supervisory/managementexperience                                                                                      
• Excellent organizational skills
• Excellent communication skills
• Proven leadership skills
• Ability to handle multiple priorities and motivate others
• Ability to persuade and negotiate
• Series 6 & 26 certification desirable but not required

Critical Skills
At Voya, we have identified the following critical skills which are key to success in our culture: 

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals. 
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions. 
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.