Genworth is seeking a Claims Customer Service Manager to lead a high-performing team and ensure exceptional service for our policyholders. This leadership role focuses on driving performance, coaching associates, and fostering a culture of inclusion and excellence.
About Genworth
Genworth Financial, Inc. (NYSE: GNW) is a Fortune 500 company dedicated to helping families navigate the aging journey with confidence. Headquartered in Richmond, VA, Genworth provides products, services, and guidance for long-term care, retirement, and caregiving. Our values—Make it Human, Make it About Others, Make it Happen, Make it Better—guide how we serve customers, colleagues, and communities.
Schedule
- Full-time, hybrid (Richmond or Lynchburg, VA if within 50 miles) or remote across approved EST/CST states
- Standard business hours with flexibility to support team operations
What You’ll Do
- Lead and manage a team of 12–15 Customer Service Representatives in a call center environment
- Set performance goals and ensure service metrics are achieved or exceeded
- Coach and develop associates through feedback, recognition, and professional growth opportunities
- Motivate and energize team to deliver quality service efficiently
- Serve as point of contact for escalations and process improvements
- Partner with training, quality, compliance, and legal teams to ensure operational excellence
- Analyze data to optimize scheduling, productivity, and resource efficiency
- Promote team engagement, inclusion, and company culture through recognition and collaboration
What You Need
- Proven leadership experience managing customer service teams
- Strong collaboration, negotiation, and communication skills (verbal and written)
- Ability to coach, motivate, and hold teams accountable
- Experience analyzing performance data and identifying trends
- Excellent organizational and problem-solving skills
- Bachelor’s degree or 4+ years of leadership experience preferred
- Prior contact center and claims-related leadership experience strongly preferred
- LOMA, AHIP, or other insurance designations a plus
Benefits
- Competitive base salary: $58,800–$110,900 plus 10% incentive plan
- Comprehensive healthcare coverage
- Multiple 401(k) options and 100% employer-funded retirement account
- Generous PTO: 12 paid holidays, volunteer time off, and paid family leave
- Disability, life, and long-term care insurance
- Tuition reimbursement and student loan repayment assistance
- Wellness programs, caregiver support, and mental health resources
- Employee discounts and career development support
Join a company that values compassion, inclusion, and growth—apply today to lead a team making a real impact in people’s lives.
Happy Hunting,
~Two Chicks…