Sr Mgr Client Service
Core
Lead a team of inbound contact center representatives to support retail account owners with financial services needs, ensuring service delivery, operational performance, and regulatory compliance.
Role type
Senior Manager, Client Service (Inbound Contact Center)
Builds
High-quality customer experience and operational efficiency for retail financial services customers
Domain
Financial Services / Retail Investment / Contact Center Operations
Deliverable
client delivery
Required skills
Team leadership and coaching, Performance management, Operational process improvement, Regulatory compliance knowledge, Complex issue resolution, Financial product knowledge
Preferred skills
CRM system proficiency (Salesforce), Experience with proprietary recordkeeping systems, Independent work in fast-paced environments
Technologies
Salesforce CRM, Microsoft Office, Proprietary recordkeeping systems
Responsibilities
Lead, coach, and mentor inbound contact center representatives; Manage daily contact center operations and service levels; Monitor and evaluate team performance using metrics; Drive operational excellence by evaluating workflows; Partner with internal teams to resolve service challenges; Resolve complex customer inquiries and escalations regarding retirement products and regulations; Provide guidance on operational procedures and regulatory requirements; Conduct performance evaluations and support associate development.
Seniority
Senior, hands-on IC manager