Posted By
470
JOB VIEWS
134
APPLICATIONS
0
RECRUITER ACTIONS
See how you stand against competition
Pro
View Insights
Posted in
Banking & Finance
Job Code
1457591
Responsibilities:
- Manage a team of 5-10 Treasury Services / Transfer Agency Account Managers
- Lead and motivate teams of call centre specialists.
- Promote a highly collaborative environment, creating an atmosphere that values and prioritizes client needs, ensuring prompt and accurate inquiry resolutions where clients feel valued.
- Effective root cause analysis and analytics to supplement coaching methodologies to drive results to key metrices.
- Handle complex escalations where engagement of multiple areas is required.
- Forecast and manage staffing levels and capacities achieving target shrinkage targets, absenteeism, and attrition.
- Work with Workforce Management, Helpdesk, Quality Team, Business Intelligence, and other internal groups to successfully drive service delivery.
- Identify trends that will lead to improvement opportunities; developing and maintaining training materials creating best in class practices that are compliant to regulations, efficient, and reduce customer friction points.
- Ensure adherence to bank and regulatory policies and procedures when making decisions that impact various operations and products.
Good to have:
- Successful team management experience of at least 7 years
- At least 10 years of inbound client service experience from global banking operations required
- MBA / Completed Bachelor's Degree BS / BA, or its equivalent
- Brokerage operations experience, Accounting / Finance / Economics / Investment Banking / Capital Markets, or relevant experience
- Active FINRA Series 6 / Series 7 / Series 99 / CFA as an added advantage for the role
- PMP / Project Management Equivalent / Lean Six Sigma Methodology / Data Storytelling / Coaching Methodologies
- Advanced to Expert proficiency in Microsoft Office including MS Excel, MS Word, MS PowerPoint, Power BI, and relevant digital tools
Didn’t find the job appropriate? Report this Job
Similar jobs that you might be interested in
Posted By
470
JOB VIEWS
134
APPLICATIONS
0
RECRUITER ACTIONS
See how you stand against competition
Pro
View Insights
Posted in
Banking & Finance
Job Code
1457591
Featured Institute
Download the iimjobs app to
apply for jobs anywhere, anytime
Download on
App Store
Get it on
Google Play
Scan to Download