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1.Responsible for the overall operation of the Retirement Participant call center function in Jacksonville, Florida. Directs the strategic planning and program development. Defines and plans the achievement of division goals and objectives across assigned units. Directs and prepares studies to determine operational effectiveness and revises programs to increase quality and productivity. Determines service standards.
2.Oversees operating systems including policies, procedures, and operating structure. Establishes and implements product/service standards and analyzes operations and efficiency of the call center.
3.Assists in solution management dedicated to providing a positive work environment, fostering teamwork, growth, and maintaining a high team morale. Responsible for monitoring and reviewing all team reports to ensure that business is being processed in a timely manner and within service standards.
4.Creates and maintains annual budget and staffing requirements. Hires, on-boards, trains staff required to meet service level commitments.
5.Hires, trains, develops, and evaluates leaders for units within the policyholder services function. Conducts performance reviews with all staff. Ensures overall expectations for each job are met within the team.
6.Maintains contacts with field organization and internal departments. Initiates cross-disciplinary efforts to improve customer service and processing. Maintains industry contacts as appropriate.
Challenge the current state and make a compelling case for change and drive continuous improvement to achieve future goals.
Deliver operational results by meeting or exceeding key KPI targets.
Develop strategy, direction, policies, and guidelines for all functions to increase operational efficiency and effectiveness. Provide leadership and ongoing planning and management of organizational structures and processes for the Contact Center and supporting functions.
Participate as an active member of the senior leadership team in decisions affecting the overall direction and strategy for Operations.
Review, analyze, and/or prepare presentations on key operational metrics and business indicators. Present recommendations and future plans to senior leaders and/or the board of directors to increase operational effectiveness while managing costs and risks.
Lead review, and manage progress toward a standardized customer experience and performance deliverables to ensure performance in delivering results.
Balances the urgency of meeting budget and service goals with a positive work environment that focuses on team success, diversity and inclusion.
Maintains high quality employees by overseeing the selection process (recruitment/skills criteria/testing/interviewing), probationary process, training programs, and providing ongoing feedback.
Ensure appropriate allocation and coordination of employees including forecasting future needs, handling complex human resource problems and making policy decisions.
Create an energized work environment where team members are responsive to customer needs and meet the department performance standards and goals. Inspire confidence and motivate others to perform at their best. Develop and coach staff while effectively addressing performance issues.
Create a positive work environment, by living the values of the firm and ensuring that Voya is an employer of choice internally and externally.
Develop close working partnerships with others throughout the organization, and establish strong and credible relationships with key stakeholders in the business and across the enterprise.
Represent the company in relationships with major clients, and industry organizations.
Maintains in-depth knowledge of the industry and the department's operations policies, guidelines, systems, products and services.
Some travel required within US.
BS/BA degree or equivalent experience
Series 6 and 26 licenses required
10 -15 years of experience in a call center or financial services product area with client relationship experience
8 years of leadership/management experience
Excellent communication skills and organizational intelligence; ability to successfully communicate a vision and key objectives at all levels and operate effectively within a matrix environment.
Ability to operate strategically and execute tactical results through others.
Demonstrated ability to champion change and drive results in a Continuous Improvement (CI) environment.
Ability to successfully manage multiple, simultaneous high-impact priorities.
Ability to influence and negotiate with senior levels in the organization and external clients.
Positive customer focused attitude with a desire to exceed customer expectations, as well as develop team members.
Exceptional analytical and problem solving skills. Demonstrated ability to assess data and metrics, identify root causes, and make strategic decisions to improve organizational effectiveness.
Thorough knowledge in people management, strategic thinking, and conflict management, skills.
At Voya, we have identified the following critical skills which are key to success in our culture:
Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.