What are the responsibilities and job description for the Life Insurance Customer Experience Manager position at Protective?
The work we do has an impact on millions of lives, and you can be a part of it.
We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.
The Customer Experience Manager is responsible for directly leading and managing a team of 15-25 Customer Service Specialists. The Customer Service Team supports contacts from Protective Life customers or individuals that have a defined relationship to a customer.
The front-line employees on this team are responsible for courteous, accurate, and responsive contact resolution along with enhancing the universal customer experience based on trends identified across multiple customer interactions.
The Customer Experience Manager creates the environment and structure that motivates their team to make intentional decisions that consider long-term impact and contribute to achieving department goals. Additionally, the Manager is expected to support the growth and success of all Customer Service team members, front-line employees, and leaders, regardless of reporting structure.
Key Responsibilities
- Team Leadership: Directly lead and manage a team of 15-25 Customer Service Specialists. Create an environment and structure that motivates the team to make intentional decisions considering long-term impact and contribute to achieving department goals.
- Goal Evaluation: Evaluate team goals for relevance and accuracy. Create or adopt mechanisms to identify opportunities to improve the customer experience and eliminate process waste. Conduct effective root cause analysis of gaps and execute action plans to achieve established goals related to quality, culture, and cost.
- Performance Management: Leverage reporting to understand individual team member performance related to production and quality metrics. Exhibit genuine curiosity to identify the intent and motivation behind actions. Recognize, reward, coach, and manage the performance of team members appropriately. Demonstrate capacity to navigate difficult conversations.
- Cross-Department Coordination: Effectively coordinate with other departments and promote community learning. Assume complete ownership of the customer and employee experience until a more appropriate resource is available to lead. Address problems when identified and focus on solutions rather than placing blame.
- Operational Support: Serve as the customer service business owner in support of operationalization of changes in process, technology, and people. Routinely support ideation through implementation of key business initiatives that achieve increased customer and business value through forward development of our organization and our service delivery.
Core Competencies:
- Create and support a positive, inclusive, and customer-focused team environment.
- Effectively lead, mentor, and develop a high-performing team.
- Build and maintain relationships with varying temperaments and personalities at all levels.
- Set challenging but realistic performance expectations and take responsibility for the actions and results of the department.
- Use independent judgment and/or resourcefulness to make effective decisions.
- Navigate ambiguity in a fast-paced environment.
Skills:
- Strong verbal and written communication.
- Quantitative and qualitative analytical skills.
- Proactive in leveraging data to develop action plans.
- Solution-oriented and optimistic.
- Seeks understanding, challenges appropriately, and commits to supporting the final decision.
Education/Experience
- Minimum requirement: High School Diploma or equivalent.
- Requires 2 years of Life Insurance Operations experience OR
- 3-5 years of Operations Management experience OR
- Bachelor’s degree in Business Administration or relevant field
Protective’s targeted salary range for this position is $60,000 to $74,000. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective’s total compensation package for employees.
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Employee Benefits:
We aim to protect our employees' wellbeing through a broad benefits offering. For example, we protect physical wellbeing through health, dental and vision insurance. We protect mental wellbeing through mental health benefits and an employee assistance program. We protect time away from work with a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). We protect financial wellbeing through contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.
Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.
Diversity and Inclusion:
At Protective, we are committed to providing an inclusive culture where all employees are able to fully contribute and thrive. Our goal is to grow and develop our people, attract diverse talent and support strong, diverse communities.
We support diversity, equity, and inclusion by working to develop a culture of inclusion and belonging led by leaders who develop potential and embrace all skills and abilities. Our aim is to create an equitable environment for all leaders and employees that will drive performance and impact business strategy. In this way, we can increase overall diversity for leadership roles and pipelines of talent by maturing our hiring practices, robust development opportunities and focus on retention of key talent.
We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing the talents of a diverse and inclusive workforce.
Accommodations for Applicants with a Disability:
If you require an accommodation to complete the application and recruitment process due to a disability, please email martina.winston@protective.com.This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.
Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process.
Salary : $60,000 - $74,000
