Manager, Customer Service – LTC Transactions
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Job Description
Manager of Customer Service for LTC Transactions at Genworth managing teams delivering high-quality customer service. Overseeing operations and driving performance for a customer-centric experience.
Responsibilities:
- Lead and manage a team of 12–15 associates responsible for delivering high-quality, phone and transaction-based customer service, while fostering an inclusive and engaging team environment
- Oversee daily operations by setting performance goals, monitoring results, and driving accountability to meet or exceed service and productivity targets
- Coach and develop associates through regular feedback, performance discussions, and use of reporting and insights to improve individual and team effectiveness
- Ensure quality service delivery by overseeing call and transaction quality standards, monitoring performance, and driving continuous improvement initiatives
- Use data and workforce insights to optimize scheduling, staffing, and work allocation, leveraging trends and forecasting to maximize efficiency
- Act as a point of escalation for complex issues, ensuring timely resolution while identifying opportunities to improve processes and enhance the customer experience
- Partner with leadership and cross-functional teams to support business initiatives, align to strategic priorities, and implement process improvements
- Support team engagement and culture by recognizing contributions, reinforcing positive performance, and promoting a collaborative, high-performing environment
- Perform other duties as needed to support the commitments made to our customers
Requirements:
- Proven ability to lead, coach, and develop high-performing teams, providing clear direction, feedback, and support to drive engagement and results
- Strong interpersonal skills with experience building relationships, delivering feedback, and leading effective and constructive conversations
- Proven ability to influence, negotiate, and communicate with internal and external stakeholders through both verbal and written formats
- Ability to interpret data, analyze trends, and use insights to inform decisions related to service levels, capacity, and team performance
- Demonstrated ability to adapt to change, lead through evolving priorities, and support or drive projects and process improvements
- Strong business acumen with the ability to balance multiple priorities and contribute to operational and strategic objectives
- Excellent collaboration skills, with the ability to partner effectively across teams to achieve shared goals
- High level of professionalism and accountability, with a focus on delivering results and supporting team and customer success
- Bachelor's Degree in fields related to business management or leadership or a minimum of 4+ years prior leadership experience
- Prior leadership experience in a contact center environment
- LOMA, AHIP, or other Insurance Industry designations
Benefits:
- Competitive Compensation & Total Rewards Incentives
- Comprehensive Healthcare Coverage
- Multiple 401(k) Savings Plan Options
- Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)
- Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave
- Disability, Life, and Long Term Care Insurance
- Tuition Reimbursement, Student Loan Repayment and Training & Certification Support
- Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)
- Caregiver and Mental Health Support Services
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