Assistant Manager
Key Requirements
• Leads a team of Retirement Plan Services Representatives who handle incoming calls from institutional participants.
• Supervises, hires, terminates, evaluates and counsel personnel. Provides guidance and motivation to develop and retain staff; Mentors staff availability and utilizes telephone system to ensure adequate coverage.
• Coaches and develops team to meet goals by evaluating team's skills through call monitoring.
• Demonstrates initiative to ensure continuous focus on improving departmental and corporate processes, procedures, workflows and work environment.
• Aligned with business goals and leads team through changes. Fosters team work and collaboration with peers and the broader leadership team.
• Raises standard in alignment with business goals by demonstrating strong operational awareness.
• Demonstrates inspirational leadership with associates and participates in design and implementation of job enrichment and/or team management.
Qualifications
• Bachelor's degree graduate, any field.
• At least 6 years of lead experience, preferably in CS and financial services
• Proficient level of knowledge of investment and retirement business (Client’s products and services, financial markets, ERISA requirements).
• Communication: ability to use listening, questioning and positioning to craft a dialogue with the participant and build a positive experience.
• Participant Focus: ability to prioritize the participant’s needs and concerns throughout the call.
• Call Efficiency: structure a call in an organized and professional manner which is easy to follow by the participant, minimizes confusion and uses the call time effectively.
• Poise and Demeanor: ability to present oneself as positive, polite, and professional throughout the call