Manager, Retirement Plan Call Center

$67,000 - $120,700/Yr

Lincoln Financial Group - Annapolis, MD

Full-time - Manager

Remote - Annapolis, MD

Securities, Commodity Contracts, and Other Financial Investments and Related Activities

About the position

The Manager of the Retirement Plan Call Center at Lincoln Financial Group will oversee a team dedicated to providing exceptional service within the Retirement Plan Services organization. This role involves leadership, coaching, and process management to enhance customer experiences and drive operational improvements. The manager will collaborate cross-functionally to ensure quality results, customer satisfaction, and brand enhancement while adapting to ongoing changes in the business environment.

Responsibilities

• Manage an assigned team within the Call Center to provide leadership and coaching.
• Drive process improvements to enhance customer satisfaction and operational efficiency.
• Establish and implement team priorities, performance goals, and objectives.
• Provide training and development opportunities for team members.
• Maintain collaborative relationships with internal and external stakeholders.
• Manage customer inquiries and ensure efficient call management.
• Forecast telephone volumes and staffing requirements.

Requirements

• Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's).
• 5+ years of experience in Client Services, including 2+ years of managerial or supervisory experience.
• Excellent organizational skills with the ability to prioritize workload.
• Strong communication, negotiation, and relationship-building skills.
• Demonstrated ability to hire, retain, develop, and coach staff.

Nice-to-haves

• Experience in retirement plan operations.
• Project management experience.

Benefits

• Clearly defined career tracks and job levels.
• Leadership development and virtual training opportunities.
• PTO/parental leave.
• Competitive 401K and employee benefits.
• Free financial counseling, health coaching, and employee assistance program.
• Tuition assistance program.
• Remote work environment and flexible work hybrid situations.