Account Operations Team Supervisor
Company
Genworth FinancialLocation
Pleasant Hill, CACompensation
Competitive Salary and Benefits PackagePosition Type
PermanentEmployment type
Full timeUpdated
Feb 13, 2013eFC Ref no
1167611
We are currently searching for a
dynamic, self-motivated, process improvement mindset individual to
manage one of our Account Operations teams.
The Account Operations team leader will
lead a team of associates who maintain and process all business for the
existing managed accounts on our custodial platform. This client-focused
team leader will coach, train and mentor associates to service our
clients and their accounts with a memorable service touch. The team
leader is also responsible for driving team and individual results as
well, including metrics in contact quality, accuracy and production. The
ability to communicate and collaborate with other peers, leaders and
teams effectively is also a key requirement for this role.
RESPONSIBILITIES
A successful candidate for this position will:
• build, mentor and lead a strong and motivated team of direct reports,
• build, execute and improve processes,
• provide expertise, coaching and feedback to direct reports on product, admin and workflow systems,
• monitor individual productivity, team inventory and capacity,
• run the day-to-day operation of the team and maintain/exceed the business service level agreements,
• coordinate on-the-job training resources for new and cross trained associates,
• ensure standard operating procedures (SOP's) are current
• remain current on changes to product offerings, processes and operational procedures to ensure compliance with Federal and State regulations,
• effectively respond to incoming inquiries (phone, e-mail, or written correspondence) in both a timely and professional manner,
• effectively handle/resolve escalated or complex customer issues and concerns in a timely, courteous, and professional manner,
• participate in departmental and cross-functional projects, as necessary,
• build positive relationships with team members, while working in a fast paced highly flexible environment, and
• communicate effectively with peers and leaders in order to create an excellent customer service experience consistent with Genworth's core values.
BASIC REQUIREMENTS
• College degree or equivalent work experience in the Financial Services Industry
• PC/Technical skills - Windows based and mainframe experience, Microsoft Office experience including Excel, Word and PowerPoint
• Series 6 or 7 securities license, or ability to obtain within 60-90 days of employment
PREFERRED QUALIFICATIONS:
• 4 years Brokerage/Financial Services/Trust or Securities Operations Experience
• 2 years leadership experience in service and/or operations role
• Cross-functional process knowledge
• Demonstrated analytical and decision making skills
• Attention to detail
• Excellent Communication Skills - verbal, written, interpersonal, influencing, and negotiation
• Customer Centric - Proven service aptitude
• Results Oriented - Proven ability to set and meet aggressive goals
• Proven time management, prioritization and organizational skills
• Ability to resolve issues accurately and independently
• Ability and willingness to learn
• Desire and ability to work in a team environment
• Flexible/Open to change - ability to adapt positively to changing needs of business
• Demonstrated strong coaching skills
• Strong accountability and ownership
• Ability to drive change and process improvement within the organization
Please post for job number RP14732 at http://www.genworth.com/employment
RESPONSIBILITIES
A successful candidate for this position will:
• build, mentor and lead a strong and motivated team of direct reports,
• build, execute and improve processes,
• provide expertise, coaching and feedback to direct reports on product, admin and workflow systems,
• monitor individual productivity, team inventory and capacity,
• run the day-to-day operation of the team and maintain/exceed the business service level agreements,
• coordinate on-the-job training resources for new and cross trained associates,
• ensure standard operating procedures (SOP's) are current
• remain current on changes to product offerings, processes and operational procedures to ensure compliance with Federal and State regulations,
• effectively respond to incoming inquiries (phone, e-mail, or written correspondence) in both a timely and professional manner,
• effectively handle/resolve escalated or complex customer issues and concerns in a timely, courteous, and professional manner,
• participate in departmental and cross-functional projects, as necessary,
• build positive relationships with team members, while working in a fast paced highly flexible environment, and
• communicate effectively with peers and leaders in order to create an excellent customer service experience consistent with Genworth's core values.
BASIC REQUIREMENTS
• College degree or equivalent work experience in the Financial Services Industry
• PC/Technical skills - Windows based and mainframe experience, Microsoft Office experience including Excel, Word and PowerPoint
• Series 6 or 7 securities license, or ability to obtain within 60-90 days of employment
PREFERRED QUALIFICATIONS:
• 4 years Brokerage/Financial Services/Trust or Securities Operations Experience
• 2 years leadership experience in service and/or operations role
• Cross-functional process knowledge
• Demonstrated analytical and decision making skills
• Attention to detail
• Excellent Communication Skills - verbal, written, interpersonal, influencing, and negotiation
• Customer Centric - Proven service aptitude
• Results Oriented - Proven ability to set and meet aggressive goals
• Proven time management, prioritization and organizational skills
• Ability to resolve issues accurately and independently
• Ability and willingness to learn
• Desire and ability to work in a team environment
• Flexible/Open to change - ability to adapt positively to changing needs of business
• Demonstrated strong coaching skills
• Strong accountability and ownership
• Ability to drive change and process improvement within the organization
Please post for job number RP14732 at http://www.genworth.com/employment
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