Manager - Customer Service

What You Can Expect In This Role

Lead, coach and develop team members to provide efficient, compliant and high quality service to our customers in support of the business unit's goals and established service level agreements. Drive individual and team performance to meet stated KPIs (key productivity indicators) and SLAs while continuously driving for efficiency gains and improvement to overall ease of doing business for our customers. Adhere to Sammons Financial Group (SFG) member companies shared values in all decisions and actions.
TEAM SUMMARY: Our Customer Service teams support our policy and contract owners, distribution partners and a variety of other internal business partners through the fulfillment of customer requests on our in-force business for both Midland National and North American Company products. We provide processing and customer support to our Sammons Life Division, Sammons Institutional Group and Sammons Independent Annuity Group. While supporting each of our dynamic business units, we manage multiple legacy systems, processes and procedures. Our Customer Service teams are located in both West Des Moines and Sioux Falls with many employees working remotely.
What You'll Do In This Role
• Lead and develop team and individual KPIs, SLAs and goals that align with the departmental, divisional and SFG objectives. Ensure goals are compelling and transparent in order to drive understanding, ownership and commitment from the team members. Goals and targets should be continuously evaluated and adjusted to ensure a culture of high performance and engagement is maintained within the team.
• Attract and retain top talent by identifying high-potential employees and provide opportunities to develop their skills and expand their circle of influence in our organization.
• Partner with each team member to focus on individual performance and inspire individual action toward meeting team standards. Provide continual coaching and feedback regarding progress, strengths and areas for development. Utilize corporate programs to reinforce employee performance and development, including Target Incentive Plan (TIP), annual merit reviews and individual development plans (IDP).
• Review and analyze systems, processes and data to improve workflow and increase efficiency through application of technology; implement change initiatives designed to enhance the productivity and quality of work performed.
• Active learner keeping abreast of industry trends & current competitive changes driving changes to maintain competitiveness in the market.
• Support and provide department level training, including overseeing of procedure documentation and work standards.
• Effectively lead and manage customer service related issues and process improvements in an efficient and compliant manner. Assist the Legal and Compliance Departments in review and resolution of complaints, lawsuits and other regulatory matters.
• Actively manage the department budget with a strong focus on unit cost reduction opportunities where applicable.
• Foster internal and external working relationships to help achieve business goals including the management of vendor relations to ensure contractual agreements are met.
• Lead, develop and engage employees in multi-site locations (including remote).
• Support and reinforce our commitment to operational, financial and internal controls processes (e.g. Model Audit Rule, Record Information Management,38a-1) while also keeping current with our Business Continuity Plan.
• Create and maintain an operating environment that embraces our shared values, Sammons Leadership Series (SLS) principles and our corporate culture.
• Commitment to embrace Sammons Financial Group Companies shared values (Accountability, Connection, Openness, Respect and Integrity).
• As stated within the Company Attendance and Punctuality policy, regular attendance is required and expected in order to meet the business service levels and workflow demands.
• Participate in other initiatives and/or projects as necessary.
What We're Looking For

• Bachelor's Degree or equivalent work experience Preferred
• Insurance industry experience Preferred
• Prior management of KPIs, SLAs, planning and workforce management data Preferred
• Bias to action and sense of urgency and possess problem solving, strategic and process thinking skills
• Effective leadership, coaching, motivation and decision making skills
• Strong focus on customer service
• Proven ability to manage multi-facetted business needs and diverse processes
• Effectively lead workforce dispersed in multi-site locations servicing multiple lines of business and product lines
• Exceptional verbal, written and visual communication skills
• Must exhibit a strong emotional intelligence
• Self-motivated and ability to work independently and effectively under deadline pressures
• Strong analytical skills to evaluate facts and data using sound and mature judgment
• Balance all business decisions weighing the cost benefits of each to ensure that cost effective solutions are reached, keeping in mind long term benefits and automation
• Travel up to 25% may be required

Other Requirements
• Criminal background check required.
• FINRA regulations require fingerprinting for this position. Management reserves the right to determine and approve incumbent suitability for this position.

Salary Range Information

USD $61,622.00 - USD $102,702.00 /Yr. Range includes data points from multiple labor markets. Specific range is dependent on the labor market where the incumbent will be hired to perform the position. Starting salary is dependent on candidate qualifications and experience. For a narrower salary range specific to your labor market, please inquire.
What you can expect when you join Sammons Financial Group
• Comprehensive health coverage for you and your family, including Medical, Dental, Vision, HSA & FSA options, and term life insurance.
• Competitive compensation with a performance-based incentive program tied to clear goals and individual and/or company success.
• Invest in your future with our 100% company-funded Employee Stock Ownership Plan (ESOP), plus automatic enrollment in our 401(k).
• Work-life balance that means something. Friday afternoons off year-round, generous paid time off, and paid holidays.
• Commit to your growth with paid development time, tuition reimbursement, and professional development opportunities across industry, individual, and leadership programs.
• Make an impact beyond the workplace through volunteer time off, and our company nonprofit matching gift program, supporting the causes that matter most to you.
• An ownership culture that inspires; join a connected, values-driven workplace where employees take accountability, support one another, and are empowered to do their best work-together shaping our future shared success.

Work Authorization/Sponsorship

At this time, we're not considering candidates that need any type of immigration sponsorship now or in the future or those needing work authorization for this role (This includes, but is not limited to students on F1-OPT, F1-CPT, J-1, etc.)