Enthusiastically coach and develop a team of Operations Specialists/Associates
Manage escalations, carefully managing complex issues to a full resolution
Coach and develop team members to meet their career and business goals
Monitor and react to changes in leading Indicators and other KPIs to drive excellence in processing financial transactions.
Identify and solve for process improvements
Ensure excellent customer service by monitoring productivity and quality of the team
Investigate technology issues, identify root causes, and work with various departments to develop and implement solutions.
Utilize retirement service knowledge to answer questions or work to gather details from others to accomplish the teams original question
Keep team updated on new processes and product enhancements
Increase efficiency of existing organizational processes and procedures to enhance and sustain the organization’s internal capacity
Take part in cross functional initiatives/projects
Partner with peers and manager on staffing and training needs
Proactively work to improve efficiencies and effectiveness of the team
Balance workload within team and across teams
Anticipate needs of the team as new clients are on boarded by the sales team, communicate to leadership and peers of needs
Other duties as needed

Requirements

Bachelor’s degree or equivalent experience
3 years of experience in Contact Center, Financial Services Management or related position
Knowledge of Retirement Plan Services Payroll and record keeping operations is a plus
Proven leadership skills
Strong interpersonal communication skills (written and verbal)
Passion for coaching and developing your team
Possess organizational and analytical skills, including the ability to use data to inform business decisions and achieve goals
Love for process improvement. You’re constantly on the lookout to improve inefficiencies for your team
Ability to work cross functionally on issue resolution and project/technology implementation
Self driven with a joy for learning new programs, systems, and tools
Meticulous attention to detail
High care/low ego approach to your work
Proficiency in Google Suite
Eagerness to promote change

Benefits

A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees
Top-of-the-line health plans, as well as dental and vision insurance
Competitive time off and parental leave
Addition Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
Lyra: Enhanced Mental Health Support for Employees and dependents
Carrot: Fertility healthcare and family forming benefits
Candidly: Student loan resource to help you and your family plan, borrow, and repay student debt
Monthly work-from-home stipend; quarterly lifestyle stipend
Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

process improvementdata analysisfinancial transaction processingretirement plan servicespayroll operationsrecord keeping operations

Soft Skills

leadershipinterpersonal communicationcoachingorganizational skillsanalytical skillsattention to detailself-drivenadaptability

Certifications

Bachelor's degree