Operations Manager for 401k Participant Services

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

The Manager Participant Services is responsible for managing a team of representatives who answer incoming phone inquiries regarding retirement plans, while ensuring maximum productivity and service quality. The Manager is responsible for hiring of new staff, training, development, and coaching on an ongoing basis, as well as meeting specific departmental, company, and regulatory requirements.

What you will do

• Team Management - manages a team of call center representatives and coordinates client service inbound call center to ensure consistent high level of service is attained. Identifies trends and determines proactive solutions to maximize service quality
• Provide ongoing coaching, feedback, and career counseling to team members
• Write and deliver effective performance appraisals for all team members, address any team performance issues, track team members' attendance and leave schedules
• Serve as a Supervising Principal for FINRA Series 6/63 licensed representatives and be familiar with all FINRA and SEC regulations
• Perform weekly quality monitoring on all team members
• Conduct monthly one-on-one meetings and ongoing coaching with staff
• Ensure call center statistical and quality goals are achieved/exceeded
• Schedule and facilitate team meetings, implement contests or other morale-building programs, assist in training, liaise with other departments to implement enhancements and/or changes impacting the call center, work with implementation areas in the incorporation of new business
• Identify trends in escalated issues and proactively address with staff
• Asses staffing needs, conducts prospective employee interviews, and makes decisions regarding the hiring of new employees

What you will bring

• Bachelor's degree, preferably in a business-related field
• Without a degree, 3 years of management experience required, preferably in a call center
• FINRA Series 6, 63, and 26 required within established timeframes
• Excellent organization, prioritization, and planning skills required
• Strong communication skills required
• Fluent in English
• Ability to work overnight hours
• FINRA fingerprinting required upon hire

We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics, are encouraged to apply.  All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.