Manager, 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.

What You'll DoLead & Optimize Customer Service Operations

Oversee day-to-day operations of the Customer Service function, ensuring delivery of high-quality, compliant, and consistent Member experiencesEstablish and maintain service standards, internal controls, and operational protocolsMonitor 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 SOPsEnsure all communications meet regulatory, accuracy, and documentation standards

Develop & Lead a High-Performing Team

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

Enhance Processes & Systems

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

Drive Operational Excellence & Compliance

Ensure adherence to industry regulations, internal policies, and audit standardsMaintain deep knowledge of products, systems, and servicing processesLead or support change initiatives, process redesign, and knowledge management efforts

What You BringExperience & Expertise

Bachelor's degree in Business or related field and 3+ years in life insurance/financial services, or 7+ years equivalent experience3+ years managing a Customer Service call center, including KPIs, QA programs, and operational strategy3+ years leading teams with demonstrated success in coaching, performance management, and workforce planningStrong knowledge of life insurance/annuity products, regulations, and servicing operations

Technical & Analytical Skills

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

Leadership & Communication

Exceptional leadership, interpersonal, and communication skillsAbility to manage multiple priorities with precision and attention to detailDemonstrated ability to drive accountability, engagement, and a culture of compliance

Preferred

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