Manager, Customer Service LTC Transactions

Genworth is a company dedicated to empowering families through the aging journey with guidance and support. The Manager, Customer Service LTC Transactions will lead a team in delivering high-quality customer service and processing transactions related to Long Term Care policies, focusing on team performance, accountability, and continuous improvement.

Responsibilities:

• Lead and manage a team of 12–15 associates responsible for delivering high-quality, phone and transaction-based customer service, while fostering an inclusive and engaging team environment
• Oversee daily operations by setting performance goals, monitoring results, and driving accountability to meet or exceed service and productivity targets
• Coach and develop associates through regular feedback, performance discussions, and use of reporting and insights to improve individual and team effectiveness
• Ensure quality service delivery by overseeing call and transaction quality standards, monitoring performance, and driving continuous improvement initiatives
• Use data and workforce insights to optimize scheduling, staffing, and work allocation, leveraging trends and forecasting to maximize efficiency
• Act as a point of escalation for complex issues, ensuring timely resolution while identifying opportunities to improve processes and enhance the customer experience
• Partner with leadership and cross-functional teams to support business initiatives, align to strategic priorities, and implement process improvements
• Support team engagement and culture by recognizing contributions, reinforcing positive performance, and promoting a collaborative, high-performing environment
• Perform other duties as needed to support the commitments made to our customers

Requirements:

• Proven ability to lead, coach, and develop high-performing teams, providing clear direction, feedback, and support to drive engagement and results
• Strong interpersonal skills with experience building relationships, delivering feedback, and leading effective and constructive conversations
• Proven ability to influence, negotiate, and communicate with internal and external stakeholders through both verbal and written formats
• Ability to interpret data, analyze trends, and use insights to inform decisions related to service levels, capacity, and team performance
• Demonstrated ability to adapt to change, lead through evolving priorities, and support or drive projects and process improvements
• Strong business acumen with the ability to balance multiple priorities and contribute to operational and strategic objectives
• Excellent collaboration skills, with the ability to partner effectively across teams to achieve shared goals
• High level of professionalism and accountability, with a focus on delivering results and supporting team and customer success
• Bachelor's Degree in fields related to business management or leadership or a minimum of 4+ years prior leadership experience
• Prior leadership experience in a contact center environment
• LOMA, AHIP, or other Insurance Industry designations