Experienced Call Center Manager - Annuities Operations/Woodbury

Business Overview:As a leader in insurance, asset management and financial services, The Hartford offers professionals enormous possibilities for growth.  For almost 200 years, The Hartford has built an increasingly valuable franchise, grounded in a commitment to financial strength and stability, and the highest standards of honesty, integrity and respect for individuals.  Recognized for operational excellence and superior customer service, we deliver innovative solutions because we attract and develop creative team members who are always thinking ahead. We are looking for an engaging, energetic, dynamic professional to join our outstanding Annuity Operations Team in Hartford Life’s U.S. Wealth Management Group. Our U.S. Wealth Management Group is made up of six units, each focused on providing a solid lineup of products and solutions that help our business and our individual clients achieve their financial goals. Each unit shares a common goal: to be a leader in their respective markets. When it comes to competition, our U.S. Wealth Management Group is recognized for ranking:#1 in Variable Annuity AUM #2 in Variable Life Sales #3 in Structured Settlements #8 in Industry Non Proprietary Mutual Fund Sales Top 10 Provider in New 401(k) Plans Sold Top 5 in 457 Plans Retail ProductsWe offer individuals a comprehensive array of products to help them meet their financial goals, including:·  Variable and fixed annuities·  Mutual funds·  529 college savings plans  Offshore investments WHAT ARE THE RESPONSIBILITIES OF THE POSITION? Successful incumbent will be responsible for: CUSTOMER SERVICE - Lead or participate with contact center team in identifying and resolving customer service issues; generate solutions to improve customer service levels and to resolve customer issues; take the lead to plan and implement solutions for the team or department. In all activities, maintain focus on customer and business partner. Handles escalated customer calls, and occasionally supports incoming calls.LEADERSHIP - Role Model and Coach for team members. Manage team inventory and issues. Insure the integrity of financial and non-financial transactions. Reviews exceptions, resolves problems. Sets direction, provides coaching and day-to-day management of a team for the call center. Provides support to staff on all issues. Coaches and develops staff, administers quality program, delivers performance appraisals and feedback. Focus on continuous improvement.WORKFORCE MANAGEMENT - Lead and motivate staff to drive for excellence in a contact center environment. Focus on contact center metrics and efficiencies while maintaining accuracy at a World Class level. WHAT IS THE COMPENSATION OPPORTUNITY? At the Hartford, our compensation philosophy is simple: we pay competitive base salaries and reward performance. In addition, you will be eligible to participate in our comprehensive benefits program including Medical, Dental, Life and Disability Insurance, a 401K Plan, an Employee Stock Purchase Plan and more. Our Core Values:  Integrity • Financial Discipline • Diversity & Inclusion • Customer Focus • Winning Spirit • Teamwork The Hartford is an Equal Opportunity Employer. ** NO AGENCIES PLEASE ** WHAT ARE WE LOOKING FOR? Qualified candidates will have the following requirements: Contact center  experience requiredLeadership experience preferredAnnuity / financial industry knowledge preferredStrong leadership skills including staff coaching and talent developmentCustomer service skills; financial and/or customer exposure/impactTime Management and Desk Management SkillsExperienced and creative problem solverTake initiative to effectively meet team needs and adjust readily to multiple demands Solid verbal and written communication skillsCurrent NASD Series 6 License or ability to attain within 6 monthsBachelor's Degree preferred