Manager, Customer Service

Manager Of Customer Service

Navy Mutual is seeking a strategic and hands-on Manager of Customer Service to lead and elevate our Member experience across our life insurance and annuity business. This role is critical in delivering exceptional, compliant, and consistent service while driving operational excellence, team performance, and continuous improvement.

If you are a data-driven leader with deep call center expertise, a passion for coaching high-performing teams, and experience in regulated financial services environments, this is your opportunity to make a meaningful impact.

Lead & Optimize Customer Service Operations

• Oversee day-to-day operations of the Customer Service function, ensuring delivery of high-quality, compliant, and consistent Member experiences
• Establish and maintain service standards, internal controls, and operational protocols
• Monitor and analyze call volume, productivity, compliance metrics, and trends to optimize staffing and performance

Drive Member Experience & Quality

• Own the Quality Assurance program (call monitoring, calibration, coaching, and trend reporting)
• Manage escalations and complaints in alignment with established SOPs
• Ensure all communications meet regulatory, accuracy, and documentation standards

Develop & Lead a High-Performing Team

• Provide daily coaching, mentoring, and performance management to Customer Service staff
• Lead training initiatives across areas including compliance, de-escalation, systems usage, and product knowledge
• Conduct performance reviews, manage workloads, and drive accountability for KPIs, KRIs, and SLAs

Enhance Processes & Systems

• Identify and implement process improvements, automation, and self-service capabilities
• Partner cross-functionally to address system enhancements and operational gaps
• Support and troubleshoot customer-facing technologies (IVR, chat, portal, PAS, CRM systems)

Drive Operational Excellence & Compliance

• Ensure adherence to industry regulations, internal policies, and audit standards
• Maintain deep knowledge of products, systems, and servicing processes
• Lead or support change initiatives, process redesign, and knowledge management efforts

What You Bring

Experience & Expertise

• Bachelor's degree in Business or related field and 3+ years in life insurance/financial services, or 7+ years equivalent experience
• 3+ years managing a Customer Service call center, including KPIs, QA programs, and operational strategy
• 3+ years leading teams with demonstrated success in coaching, performance management, and workforce planning
• Strong knowledge of life insurance/annuity products, regulations, and servicing operations

Technical & Analytical Skills

• Experience with CRM systems (e.g., Salesforce) and policy administration platforms
• Proven ability to analyze data, identify trends, and present actionable insights
• Strong process orientation with experience in continuous improvement and operational enhancements

Leadership & Communication

• Exceptional leadership, interpersonal, and communication skills
• Ability to manage multiple priorities with precision and attention to detail
• Demonstrated ability to drive accountability, engagement, and a culture of compliance

Preferred

• Insurance designations (FLMI, ACS, PCS, CLU)
• Experience with budget management and vendor coordination