Service Center Manager - Producer Services

5 - 7 years experience  •  Retail / Grocery

Salary depends on experience
Posted on 11/20/17
Jacksonville, FL
5 - 7 years experience
Retail / Grocery
Salary depends on experience
Posted on 11/20/17

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.
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