Pacific Life
Supervisor, Customer Service
Pacific Life, Newport Beach, California, us, 92659
Job DescriptionPacific Life is investing in bright, agile and diverse talent to contribute to our mission of innovating our business and creating a superior customer experience. We’re actively seeking a talented CMB Core Operations Supervisor in Newport Beach, CA or Lynchburg, VA. This role will be hybrid.ResponsibilitiesUnder direction of the department Manager or Director, the Core and Producer Services Customer Service Supervisor is responsible for the daily activities and development of the customer service staff, with focus on the following key areas:Team Performance and Development
Guides team to meet established performance expectations for productivity, service quality and experience, policy adherence and demonstration of expected competencies.Supports staff with the resolution of complex customer issues, using appropriate guidelines for special handling and effectively resolving and minimizing escalated issues.Develops organizational bench-strength by challenging and growing abilities of top performers, identifying and broadening the professional skills of mid-performers to continue growing-in role, and using performance management methods to address and hold lowest performers accountable for meeting standards.Conducts informal integrated coaching with all staff, by regularly shadowing, reviewing work outcomes, providing real-time feedback and support, and using observations to help shape future developmental objectives.Conducts at least monthly 1:1 scheduled sessions with each team member to discuss performance, development, and goals, and reinforce understanding of department objectives. Feedback is appropriately balanced between skill development and metrics.Ensures staff have tailored development objectives, time, and resources to accomplish goals, and can draft effective SMART goals to be put into Workday. Performance goals are aligned with department expectations and effective improvement plans are developed when necessary.Disciplinary action is coordinated equitably and as needed under guidance of Manager and HR; Action plans and outcomes are thoroughly documented in Workday, following defined standards.Performs staff check-ins and performance reviews by established HR timeframes.Completes all administrative tasks related to personnel changes.
Team Culture and Morale
Creates a feeling of belonging and strong morale within the team; Establishes and grows positive working relationships with staff all across phases of employment (new hire to senior).Actively promotes an environment that demonstrates a balanced focus among productivity, training, and skill/career development goals.Leads effective team events and meetings to promote clear communication with staff. Communicates important information to Manager to promote and support organizational alignment at all levels.Maintains an active and visible presence on department floor when in office and seeks out ways to create a balanced presence when working at home and/or with remote employees.Defines team agreements to promote collaboration and engagement in the hybrid work environment
Hiring and Onboarding
Appropriately represents Operations and presents clear overview of position and benefits during recruitment activities. Participates in interviews and provides hiring recommendations to Manager that ensure candidates have right skill set, long term career aspirations, a customer-focused mindset, and are well matched to support our culture and future needs of the company.Supports on-boarding to successfully assimilate new team members and help them understand role, responsibilities, and how they fit into organization. Utilizes onboarding tools effectively. Participates in training modules as needed and directs OJT training phases by observing new team members directly. Ensures staff responsible for training are well skilled, prepared, and delivering a superior experience for employees.Collaborates with department training partners through all phases of staff training, supporting established learning and onboarding initiatives.As applicable, monitors progress of required FINRA licensing progress through third party vendor resources.Supports the development of newly onboarded Supervisors by modeling and providing guidance on best practices around supervision and department functions.
Operations and Dept. Support Initiatives
Participates in assigned projects, committees, etc. by appropriately representing department, impactfully contributing to related activities, ensuring department’s needs are addressed, securing management support, meeting critical deadlines, and communicating to all stakeholders as appropriate.Proactively identifies and communicates trends impacting team’s ability to meet core performance objectives, providing recommendations for improvements to direct leader.Makes recommendations to Knowledge Management partners for procedural updates that can improve processes, efficiency, or clarity for department and/or partner Operations teams.Adheres to Operations’ and Pacific Life’s policies, staying aligned with peer Supervisors.
Self-Development
Meets target deadlines for personal check-ins and evaluations. Takes ownership for goals and learning opportunities. Collaborates with Manager to identify growth opportunities and craft meaningful SMART goals. Comes prepared for coaching sessions with status of progress. Follows through on action plans.Stays current on departmental processes and procedures to best support staff and represent department.Maintains Series 6 if required by role.
Minimum Qualifications And Experience5 years of supervisory experience (or demonstrated progressive leadership experience) within the financial services industry, preferably within an Operations call center environment. Experience to include:Customer-focused mindset and demonstrated experience guiding successful customer service experienceAbility to motivate, develop, and direct multiple levels of employees (entry level to tenured) to meet performance objectivesStrong organizational abilities and abilities to meet department and corporate objectives in a fast-paced work environmentSkilled in problem-solving and resolving complex issuesExcellent written and verbal communication skills, and the ability to communicate with various levels of professionalsAbility to work effectively in a team supervision environmentCollege degree and/or equivalent experience preferred. Series 6 required within 6 months of hire for Customer Service Core. (Not required for Customer Service Producer Services.)Base Pay RangeThe base pay range noted represents the company’s good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications and geographic location. Also, most employees are eligible for additional incentive pay.$95,760.00 - $117,040.00Your Benefits Start Day 1Your wellbeing is important to Pacific Life, and we’re committed to providing you with flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we’ve got you covered.Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependentsGenerous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time OffPaid Parental Leave as well as an Adoption Assistance ProgramCompetitive 401k savings plan with company match and an additional contribution regardless of participationEEO StatementPacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.
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Guides team to meet established performance expectations for productivity, service quality and experience, policy adherence and demonstration of expected competencies.Supports staff with the resolution of complex customer issues, using appropriate guidelines for special handling and effectively resolving and minimizing escalated issues.Develops organizational bench-strength by challenging and growing abilities of top performers, identifying and broadening the professional skills of mid-performers to continue growing-in role, and using performance management methods to address and hold lowest performers accountable for meeting standards.Conducts informal integrated coaching with all staff, by regularly shadowing, reviewing work outcomes, providing real-time feedback and support, and using observations to help shape future developmental objectives.Conducts at least monthly 1:1 scheduled sessions with each team member to discuss performance, development, and goals, and reinforce understanding of department objectives. Feedback is appropriately balanced between skill development and metrics.Ensures staff have tailored development objectives, time, and resources to accomplish goals, and can draft effective SMART goals to be put into Workday. Performance goals are aligned with department expectations and effective improvement plans are developed when necessary.Disciplinary action is coordinated equitably and as needed under guidance of Manager and HR; Action plans and outcomes are thoroughly documented in Workday, following defined standards.Performs staff check-ins and performance reviews by established HR timeframes.Completes all administrative tasks related to personnel changes.
Team Culture and Morale
Creates a feeling of belonging and strong morale within the team; Establishes and grows positive working relationships with staff all across phases of employment (new hire to senior).Actively promotes an environment that demonstrates a balanced focus among productivity, training, and skill/career development goals.Leads effective team events and meetings to promote clear communication with staff. Communicates important information to Manager to promote and support organizational alignment at all levels.Maintains an active and visible presence on department floor when in office and seeks out ways to create a balanced presence when working at home and/or with remote employees.Defines team agreements to promote collaboration and engagement in the hybrid work environment
Hiring and Onboarding
Appropriately represents Operations and presents clear overview of position and benefits during recruitment activities. Participates in interviews and provides hiring recommendations to Manager that ensure candidates have right skill set, long term career aspirations, a customer-focused mindset, and are well matched to support our culture and future needs of the company.Supports on-boarding to successfully assimilate new team members and help them understand role, responsibilities, and how they fit into organization. Utilizes onboarding tools effectively. Participates in training modules as needed and directs OJT training phases by observing new team members directly. Ensures staff responsible for training are well skilled, prepared, and delivering a superior experience for employees.Collaborates with department training partners through all phases of staff training, supporting established learning and onboarding initiatives.As applicable, monitors progress of required FINRA licensing progress through third party vendor resources.Supports the development of newly onboarded Supervisors by modeling and providing guidance on best practices around supervision and department functions.
Operations and Dept. Support Initiatives
Participates in assigned projects, committees, etc. by appropriately representing department, impactfully contributing to related activities, ensuring department’s needs are addressed, securing management support, meeting critical deadlines, and communicating to all stakeholders as appropriate.Proactively identifies and communicates trends impacting team’s ability to meet core performance objectives, providing recommendations for improvements to direct leader.Makes recommendations to Knowledge Management partners for procedural updates that can improve processes, efficiency, or clarity for department and/or partner Operations teams.Adheres to Operations’ and Pacific Life’s policies, staying aligned with peer Supervisors.
Self-Development
Meets target deadlines for personal check-ins and evaluations. Takes ownership for goals and learning opportunities. Collaborates with Manager to identify growth opportunities and craft meaningful SMART goals. Comes prepared for coaching sessions with status of progress. Follows through on action plans.Stays current on departmental processes and procedures to best support staff and represent department.Maintains Series 6 if required by role.
Minimum Qualifications And Experience5 years of supervisory experience (or demonstrated progressive leadership experience) within the financial services industry, preferably within an Operations call center environment. Experience to include:Customer-focused mindset and demonstrated experience guiding successful customer service experienceAbility to motivate, develop, and direct multiple levels of employees (entry level to tenured) to meet performance objectivesStrong organizational abilities and abilities to meet department and corporate objectives in a fast-paced work environmentSkilled in problem-solving and resolving complex issuesExcellent written and verbal communication skills, and the ability to communicate with various levels of professionalsAbility to work effectively in a team supervision environmentCollege degree and/or equivalent experience preferred. Series 6 required within 6 months of hire for Customer Service Core. (Not required for Customer Service Producer Services.)Base Pay RangeThe base pay range noted represents the company’s good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications and geographic location. Also, most employees are eligible for additional incentive pay.$95,760.00 - $117,040.00Your Benefits Start Day 1Your wellbeing is important to Pacific Life, and we’re committed to providing you with flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we’ve got you covered.Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependentsGenerous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time OffPaid Parental Leave as well as an Adoption Assistance ProgramCompetitive 401k savings plan with company match and an additional contribution regardless of participationEEO StatementPacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.
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