Senior Manager - Operations - Financial Services

Summary:

- Provides leadership to operational teams across multiple large functional areas (Participant Transactions, Fees Billing, Correspondence, Reconciliation, Plan Conversions/Maintenance, Compliance, Reporting, or other plan/participant transactions area).

- Ensures all areas are in compliance with regulations and policies and is responsible for the operations including customization and implementation of operational and departmental procedures.

- Controls resources and policy formation to ensure all quality, time and service standards and staff development are met. Approves exceptions considering the financial impacts and business relationships.

Primary Accountabilities:

- Oversee daily operation of department, analyze results, adjust and improve as needed. Ensure appropriate systems changes are implemented. Ensure all areas are in compliance with departmental, corporate and regulatory practices and requirements.

- Establishes staffing needs and develops and ensures all departmental and organizational priorities are met. Establishes annual goals and priorities and makes exceptions to policy and procedures to ensure the highest level of efficiency, productivity and cost effectiveness.

- Establishes and assigns departmental projects that have impact to department procedures, systems, services and forms. Ensures all deadlines are adhered to in established time frames.

- Present the company's position, services and capabilities to key prospective clients with high risk in formal presentations; negotiate with existing and prospective clients to determine appropriate administrative services. Analyze, adjudicate and approve the handling of highly complicated and escalated client complaints. Ensure that no policies, procedures or regulations are violated and all complaints are handled in a non-discriminatory manner. Correspondence with internal/external clients and/or participants, upper management, and possibly agents/brokers.

- Maintains subject matter expertise in processes and procedures within assigned areas (e.g., rejections, follow up and training, tax form corrections, research for both system issues and client requests, etc).

- Performs duties inherent in a managerial role. Conducts performance reviews, approves requests for vacation/PAL, manages performance issues, and has hire/fire authority. Trains, coaches, mentors and directs the work of direct reports.

Minimum Qualification:

- Degree in business, finance or similar field; without a degree, an additional six years of directly related Financial Services experience is required

- Four years management experience within Financial Services required

- Strong supervisory, organization, communication, analytical and problem solving skills required

- Demonstrated leadership ability

- Advanced knowledge of industry and regulatory practices and requirements

- Advanced decision making skills

- Demonstrated ability to solve advanced problems and prioritize the work of others

- Working knowledge of MS Office including ability to write formulas and format spreadsheets to complete work

- Strong oral & written communication, organizational and attention to detail skills

- Demonstrated ability to build and maintain cross-functional relationships with internal customers

- Expert knowledge of the business and its customers

Working Conditions/Physical Requirements:

- Shifts will be determined and scheduled based on business need as part of a global team providing 24x7 support to its customers

- Normal Office Working Conditions

- This position frequently requires periodic and mandatory (usually unscheduled) overtime as all work items must be processed same-day

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of responsibilities, duties and skills.