Back to jobsSupervise and manage day-to-day workflow and staff for one or more function in accordance with departmental guidelines which include:
Monitor and manage team workflow to ensure alignment with departmental standards
Provide coaching, performance evaluations, and feedback
Identify training needs and support employee development.
Recommend staffing actions including forecasting, hiring, termination, and compensation.
Track PTO, payroll, and performance metrics.
Research and resolve complex client issues to ensure satisfaction.
Handle escalated calls and complaints within company policy.
Analyze trends and recommend improvements to enhance quality, efficiency, and client experience.
Identify workflow gaps and technology needs; develop and implement business case recommendations.
Partner with internal teams and external vendors to resolve issues and support projects
Carry out additional duties as assigned
Job Description
- Phone Operations – Direct retail fund shareholder support
- Processing Operations – Transaction processing for retail shareholders and intermediary back offices
- Exception Operations – Support research and resolution for direct retail fund shareholders and Intermediaries