Mgr, Customer Solutions

About the role

We are the duck. We develop and empower our people, cultivate relationships, give back to our community, and celebrate every success along the way. We do it all…The Aflac Way. Aflac, a Fortune 500 company, is an industry leader in voluntary insurance products that pay cash directly to policyholders and one of America's best-known brands.

Aflac has been recognized as Fortune’s 50 Best Workplaces for Diversity and as one of World’s Most Ethical Companies by Ethisphere.com. Our business is about being there for people in need. So, ask yourself, are you the duck? If so, there’s a home, and a flourishing career for you at Aflac.

This role is a remote role, which means you will be expected to work from your home, within the continental US. If the role is remote, there may be occasions that you are requested to come to the office based on business need.

Responsibilities

• Supports the development and execution of strategies to drive customer satisfaction, retention, and program performance.
• Manages day-to-day client relationships and service delivery to ensure alignment with service standards, best practices, and client requirements.
• Coordinates and implements initiatives to support customer loyalty and retention.
• Oversees the application of service standards, best practices, and client requirements, ensuring consistent service delivery and resolution of issues.
• Evaluates performance against objectives and identifies opportunities to improve customer satisfaction, program performance, and operational effectiveness.
• Identifies and addresses operational issues impacting assigned customers and business performance, ensuring timely and effective resolution.
• Partners with sales and account teams to support client needs, implementation activities, and business objectives.
• Supports the planning and implementation of policies, objectives, and departmental activities to ensure service quality and customer retention.
• Reviews nonstandard customer requests and provides recommendations, considering customer relationships, compliance requirements, and business objectives.
• Contributes to the development and implementation of solutions to address evolving customer and business needs, including process and system enhancements.
• Participates in pre-sale and sales activities, including client discussions and proposal support, as needed.

Requirements

• Knowledge of operational processes, service delivery models, and applicable business practices.
• Knowledge of regulatory, compliance, and industry requirements relevant to the function.
• Strong project management, leadership, and organizational development skills.
• Thorough understanding of market trends and competitive landscape, with the ability to apply insights to develop effective business solutions.
• Knowledge of products, systems, and tools, including the ability to apply technical expertise to support business operations.
• Strong written, verbal, and presentation skills.

Qualifications

Bachelor’s Degree In a related field and 6 or more years of job-related experience, including 4 years in a leadership, senior or supervisory capacity. Or an equivalent combination of education and experience.

Skills

To be successful at Aflac, you should be able to: Act with Integrity, Communicate Effectively, Pursue Self-Development, Serve Customers, Support Change, Support Organizational Goals, and Work with Diverse Populations.

Benefits

In addition to the base salary, we offer an array of benefits to meet your needs including medical, dental, and vision coverage, prescription drug coverage, health care flexible spending, dependent care flexible spending, Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee), 401(k) plans, annual bonuses, and an opportunity to purchase company stock.

You’ll also be offered 11 paid holidays, up to 20 days PTO to be used for any reason, and, if eligible, state-mandated sick leave and other leaves of absence, if eligible, when needed to support your physical, financial, and emotional well-being.

Pay

The salary range for this job is $100,000 to $130,000. This range is specific to the job and salary offers consider a wide range of factors that are considered in making compensation decisions.