Content and Social Media Senior Specialist

The Assistant Vice President Customer Success is accountable for overall customer satisfaction and drives the performance of the call center and sales support leadership teams. This role functions as the strategic leader of the team and broader organization focused on delivery of optimal customer service, increasing customer satisfaction, and transforming strategy to customer success model. The ideal candidate for this role has experience leading customer success and is passionate about our company's vision to support our Financial Professionals and help their clients to achieve lifetime financial security through a transformational client experience. This role is responsible for the management and continued evolution of our life service leadership team. With a focus on client experience, sales support and data analysis, this individual will be accountable for the performance and structure of this organization to sustain the continued success of our evolving service model.

We’ve embraced a flexible, hybrid approach to work. Based on your role and personal preference, we empower you to choose where you work best. This model allows you to balance your life and bring your whole self to work.

Responsibilities

• Expertise in call center technology including workforce management, security-based intelligence systems, Five 9 Telephony System and skill based routing. Ability to redesign and implement to keep current with most up to date technology platforms and the latest in automating proactive intelligence from customer touchpoints
• Experience with customer touchpoint analysis and ability to base business decisions on trending and reporting
• Build strong relationships across all levels of the organization while presenting highly complex ideas, anticipating potential objections and influencing others at all levels within the organization
• Promote a culture where employees take responsibility and are accountable for their performance by setting clear expectations; empower employees with the tools and time needed to do their job and holding them accountable for results
• Evaluate and evolve organizational design to reflect organization goals and meet the evolving needs of the customer.
• Think creatively and practically by continuously improving departmental processes, programs, team, and job structures and ensure clear leadership accountabilities are in place.
• Oversee, develop and implement business processes and service standards: continuously assess, evaluate and refine performance measures
• Attract, engage, develop, and retain talent to ensure we have the right people to meet our strategic and business objectives.
• Recommends enhancements to improve system operations and customer service throughput. Follows enhancements from development of specifications to production implementation.
• Develop metrics, set performance expectations, and perform quality monitoring of key processes to ensure thoroughness of work
• Build out and implement comprehensive and results driven client sales support service model for policyholders without a servicing agent.
• Effectively communicate the big picture vision and how it translates to smaller projects and day-to-day decisions and responsibilities
• Regularly monitor and analyze performance & business intelligence metrics, including survey results, direct client feedback and specific case studies to recommend changes that proactively drive service delivery
• Utilize a deep understanding of Life and Annuity products and client success best practices to deliver industry leading client satisfaction, engagement, and retention results
• Act as top-level point of escalation for client related issues
• Establishes and maintains high quality customer relationships – assessing customer needs and responding to them quickly and effectively.
• Design and implement robust training and delivery for onboarding new Customer Service Representatives and for encouraging lifelong learning for all team members

Required Skills

• Strong leadership of people and systems with 40 or more team members (High proficiency)
• Ability to lead with indirect authority
• Strong financial acumen
• Superior organizational and follow-through skills
• Proficient in Microsoft office suite (Medium proficiency)
• Strong verbal and written communication skills
• Expertise in call center technology including workforce management, security-based intelligence systems and skill based routing.

Required Experience

• More than 10 Years experience leading in a service or operation organization
• Financial Services experience preferred.

Licenses and Certifications

• FINRA Series 6 Upon Hire Required

Education

• Bachelor's Degree or equivalent experience Required
• Master's Degree Preferred

Penn Mutual helps people become stronger. Our expertly crafted life insurance is vital to long-term financial health and strengthens people’s ability to enjoy every day. Working with our trusted network of financial professionals, we take the long view, building customized solutions for individuals, their families, and their businesses. We support our financial professionals with retirement and investment services through our wholly owned subsidiary, Hornor, Townsend & Kent, LLC, member FINRA/SIPC.

Base Salary Range: $164,000 – $210,000

• Strong leadership of people and systems with 40 or more team members (High proficiency)
• Ability to lead with indirect authority
• Strong financial acumen
• Superior organizational and follow-through skills
• Proficient in Microsoft office suite (Medium proficiency)
• Strong verbal and written communication skills
• Expertise in call center technology including workforce management, security-based intelligence systems and skill based routing.