[Hiring] Associate Manager, Customer Service @PGIM

Role Description

The hours for this role will be 3pm - 11pm, our office is based in Letterkenny but we are open to remote options for this role.

The Associate Manager, Customer Service is responsible for the day-to-day leadership, coaching, and operational management of a team of Customer Service Professionals supporting a portfolio of annuity products. This role ensures the delivery of exceptional customer and financial professional service through effective workforce management, performance coaching, quality oversight, and continuous process improvement.

The Associate Manager partners closely with operations leadership to foster a high-performing, customer-focused culture. The role is accountable for achieving service, quality, productivity, and employee engagement objectives while driving operational excellence and continuous improvement across the customer service organization.

Key Responsibilities

• Leadership & Team Management
  • Lead, coach, and develop a team of Customer Service Professionals to achieve operational and customer experience objectives.
  • Conduct regular performance discussions, coaching sessions, and development planning activities.
  • Foster a culture of accountability, engagement, collaboration, and continuous improvement.
  • Support hiring, onboarding, training, performance management, and employee development activities.
  • Recognize and reward strong performance while addressing performance concerns in a timely and constructive manner.
• Operational Management
  • Direct daily service operations to ensure service levels, quality standards, and productivity goals are achieved.
  • Monitor workload volumes, staffing needs, and resource allocation to maintain operational effectiveness.
  • Assess operational performance trends and implement corrective actions as necessary.
  • Serve as an escalation point for complex customer or financial professional inquiries.
  • Ensure adherence to established policies, procedures, regulatory requirements, and service standards.
• Customer Experience & Quality
  • Promote a customer-first mindset focused on accurate, timely, and complete issue resolution.
  • Monitor customer experience, quality results, and operational metrics to identify opportunities for improvement.
  • Ensure representatives consistently deliver professional, accurate, and compliant service.
  • Drive improvements that enhance First Contact Resolution, reduce repeat contacts, and improve service efficiency.
• Continuous Improvement & Change Leadership
  • Identify operational inefficiencies and recommend process improvements.
  • Lead or support business initiatives, knowledge transfer activities, and operational change efforts.
  • Collaborate with business partners, training teams, quality teams, and leadership to improve customer outcomes and operational performance.
  • Utilize data and performance insights to inform decision-making and support strategic objectives.

Required Skills & Knowledge

• Strong leadership skills with the ability to coach, motivate, and develop high-performing teams.
• Demonstrated ability to manage performance and drive accountability.
• Understanding of contact center operations, customer service best practices, and performance management.
• Experience managing service levels, productivity, quality, and customer experience metrics.
• Strong analytical and problem-solving capabilities.
• Ability to evaluate operational trends and implement effective solutions.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to influence and collaborate across teams and leadership levels.
• Demonstrated ability to identify process improvement opportunities and drive meaningful operational change.
• Experience utilizing data and performance metrics to improve outcomes.

Success Metrics

• Achievement of customer experience, service level, quality, and productivity goals.
• Team engagement, retention, and development outcomes.
• Reduction in repeat contacts and operational defects.
• Successful implementation of process improvement initiatives.
• Regulatory and operational compliance adherence.
• Effective management of service demand and workload volumes.

Qualifications

• Typically requires 3-5 years of customer service, contact center, or operations experience.
• Prior leadership, supervisory, or team lead experience preferred.
• Financial services, retirement, annuity, insurance, or wealth management experience preferred.
• Demonstrated experience managing people, operational performance, and service delivery.
• Experience with continuous improvement methodologies, data analysis, or operational excellence practices is a plus.
• Licensing may be required based on business needs.