This position is based out of our Westlake, OH location and is eligible for a hybrid schedule after probationary period.
JOB OVERVIEW
The Supervisor, Operations II for the Bill Pay / Asset Delivery (BPAD) Team leads, develops, and manages the day-to-day operational activity of the BPAD Team. Providing outstanding client support that is focused on optimizing the client experience, they will support the goals and objectives of ETC leadership, while collaborating effectively across the organization and providing an excellent client experience.
RESPONSIBILITIES & DUTIES
Leads the BPAD Team by providing superior service to our clients by monitoring and coordinating the operations workflow, maintaining oversight to identify exceptions and quality control, assisting team members, when necessary, to ensure all SLAs are met and performed in accordance with Service Organization Control (SOC) compliance.
Serves as the single point of contact for escalated matters relating to distributions, bill payments, asset deliveries, due to deaths, divorce, and any other operational tasks assigned to the BPAD Team.
Manages the daily professional client communication through Equity Trust's in-bound call queue, out-bound calls, incoming/outgoing emails.
Delivers exceptional client experience targeted at strengthening client loyalty, gaining referrals, and encouraging retention.
Communicates and collaborates with relationship managers, sales team, on-boarders, and other departments to facilitate timely processing and promote process improvement.
Reviews and interprets daily, weekly, and monthly metrics to understand team performance and anticipate changes that will impact our queues and SLAs. Presents all findings and action items to Senior Management to strategically approach mitigation of risk and address areas of opportunity.
Coaches team members, provides applicable training, and responsible for the creation and delivery of the team's annual reviews.
Develops, implements, and improves team processes and procedures.
Coordinates with team leads to establish team schedules and maintain appropriate coverage.
Manages projects and system upgrades within the team and support projects and initiatives across the organization.
Maintains a positive, productive, and professional work environment.
Assists with the annual budget process.
Forecasts staffing needs and plan accordingly.
Hires high-quality, best-fit candidates.
Perform other duties as assigned
QUALIFICATIONS
High School Diploma or equivalent required
Bachelor's degree preferred
Minimum 6 years of management experience in the retirement and/or financial service industry.
PROFESSIONAL CERTIFICATIONS
None required
TECHNICAL SKILLS
To be successful in this role, you should have experience with and an understanding of the following:
Intermediate level of proficiency in Microsoft Office
CULTURAL COMPETENCIES
In addition to our core company competencies of Cultivates Innovation, Nimble Learning, Action Oriented, Collaborates, and Being Resilient, a successful candidate in this role should exhibit the following behavioral competencies:
Demonstrates Self Awareness
Builds Effective Teams
Ensures Accountability
Self-Development
PHYSICAL DEMANDS/WORK ENVIRONMENT
This job operates in a professional office environment and routinely uses standard office equipment. While performing the duties of this job, the associate is regularly required to speak and hear. The associate is frequently required to sit for extended periods of time, as well as stand, walk, use hands and fingers, and reach with hands and arms. This job requires the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.
DISCLAIMER/ASSOCIATE ACKNOWLEDGEMENT
The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.
Equity Trust Company is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin. If you have a disability that requires accommodation or paper application, please contact us at careers@trustetc.com.