CUSTOMER SERVICE MANAGER

Description

Position Summary: We are seeking a Customer Service Leader to transform the department into a model of excellence by developing teams and optimizing processes in the U.S. insurance market. Key Highlights: 1. Lead and develop an evolving customer service team. 2. Optimize processes and ensure an exceptional service experience. 3. Contribute to customer retention and operational sustainability. At EV Financial, we are strengthening our operations to position the Customer Service department as a model of operational excellence and customer experience. We seek a leader who enjoys developing teams, optimizing processes, driving continuous improvement, and ensuring exceptional service within the U.S. insurance market. We are not merely looking for a manager to oversee current operations; we seek a leader who will drive the evolution of the department, strengthen service culture, develop their team, and implement improvements enabling scalable operations with high-quality standards. Ensure proper operation, supervision, control, and continuous improvement of EV Financial’s Customer Service department, guaranteeing an exceptional service experience for customers, compliance with internal processes, accurate document management, customer retention, and ongoing support for the team under their leadership. Their management directly contributes to customer retention, operational sustainability, and compliance with regulatory standards required by the U.S. insurance market and other markets where EV Financial provides services. Responsibilities: Team leadership and supervision, Operational and customer service management, Document and policy administration, Payment control and customer retention, Team training and development, Quality control and continuous improvement, Reporting and strategic management. Profile: Minimum 3–5 years of experience leading customer service teams, with direct reports under their supervision. * Experience managing teams of 5 or more people, with measurable results in customer retention and satisfaction. * Experience in operational management, quality control, and preparation of management reports. Leadership skills, Operational and service skills, Management and reporting skills. Competencies: We seek a leader with the following competencies: * Leadership and people development. * Analytical thinking. * Planning and organization. * Results orientation. * Decision-making. * Problem-solving. * Assertive communication. Work Location: On-site employment