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Director
Reinsurance Group of America
Chesterfield, MO, United States
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Position Overview
RGA is looking for a Director of Customer Service responsible for providing effective service for all internal and external customers by utilizing in-depth knowledge of company products and programs, implementing customer service best practices, and partnering with other members of the management team.
In this role as a Director you will effectively manage a team responsible for taking incoming service requests and managing them to resolution along with performing routine operations tasks and customer communications.
As a RGA Director will you act as a key advocate, and escalation point for clients for any service related matters?
If so, think RGA!
Responsibilities
• Oversees the fulfillment of client initiated service requests, complaints, and incidents,, ensures effective problem resolution, including post-mortem and RFO activities, and manages routine operations tasks.
• communicate courteously and effectively with customers by telephone, email, letter and face-to-face
• investigate and solve customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants
• Develops, implements, and monitors pertinent procedures to ensure a high level of customer satisfaction and the effective and efficient operation of the Customer Service Department.
• Responsible for meeting internal and contractual production support SLA’s
• Acts as an advocate, advisor, and escalation point to the client, offering both consultation and service in all aspects of automating the new business process, particularly underwriting.
• Ensures successful maintenance of existing client base overseeing all service oriented notifications, especially release communications.
• Provides leadership and direction to team.Manages and controls activities of assigned team members. Ensures adequate staffing is in place and shifts are covered to meet established Service Level Agreements within budget.
• Partners with the management team to align customer service department policies and systems with the company's objectives.
• Develops and maintains key performance indicators that measure productivity, quality, customer satisfaction, and budget and the overall effectiveness of the department
• Mentors associates within the team. Performs supervisory duties including, but not limited to hiring, training, evaluating, coaching and disciplining direct reports.
• Accountable for the performance and results of the Customer Service team.Executes functional business plans and contributes to the development of functional strategy
• Negotiates and influences the opinions of others within the AURA TECH as well as external organizations; exercises sensitivity to the audience
• Maintains regular and predictable attendance.
• Performs other duties as assigned.
Requirements
• 5+ years of experience in IT Customer Service, Operations, Consulting, or related field.
• 5 years in software product delivery to external clients
• 5 years of experience in staff management.
• Experience servicing clients in a SaaS environment
• Ability to manage and execute multiple priorities in a fast-paced environment.
• Strong critical thinking and problem solving skills and the ability to work with both technical and non-technical clients to resolve issues
• Outstanding leadership skills with the ability to motivate staff, enforce policies and procedures, and manage through stressful periods.
• Strong organizational skills with excellent relationship building, communication skills and negotiation skills.
• Highly collaborative with a high quality bar, attention to detail, and solid business acumen.
• Work independently across a variety of projects.
• Detail oriented with an ability to think strategically and make recommendations.
• Excellent data analysis and reporting skills.
• Outstanding oral and written communication skills, and proven ability to effectively communicate with clients at all levels even when clients are irate or confused
• Outstanding network-building, team-building and consensus-building skills.
• Strong negotiation and persuasion skills, including the ability to influence without formal authority.
• Ability to manage uncertainty and operate independently with minimal supervision but also understand when to escalate an issue to senior management.
• Experience conducting root-cause analysis and solving problems creatively.
• Ability to move between strategy and execution.
• Bachelor’s degree in Business Administration, Computer Science or related field
• .Advanced knowledge or MS Office
• Advanced knowledge of Portfolio Management Tools
• Familiarity with SaaS and cloud based systems.
Company Overview
Reinsurance Group of America, Incorporated (NYSE: RGA) is one of the largest global providers of life reinsurance, with offices around the world. RGA delivers expert solutions in individual life reinsurance, individual living benefits reinsurance, group reinsurance, financial solutions, facultative underwriting and product development. Our mission is to enhance our clients’ prosperity by supporting their financial and risk management capabilities.