Manager Participant Service
Core
Manage a team of unregistered representatives handling incoming phone inquiries about retirement plans to ensure productivity and service quality.
Role type
Manager, Participant Services
Builds
Retirement plan support services for customers
Domain
Financial services / Call center operations
Deliverable
client delivery
Required skills
Team leadership, hiring, training, coaching, performance management, workflow development, policy implementation, stakeholder engagement
Preferred skills
Strategic initiative ownership, cross-departmental coordination
Technologies
None explicitly stated
Responsibilities
Manage and coordinate strategic initiatives for the Participant Services organization; Hire, train, coach, and mentor a team of representatives; Monitor call performance and manage overall team metrics; Develop resource tools and update policies/procedures; Coordinate with other departments for new business implementation.
Seniority
Manager, hands-on leadership
