In conjunction with the U.S. team, oversee daily workflow, queue management, resource allocation, scheduling, attendance, and workforce planning to ensure timely, accurate processing and achievement of productivity, quality, and service standards
Monitor team performance and quality metrics, monthly call monitoring, analyze trends, implement corrective actions, and report key operational results with insights and recommendations to onshore team management
Develop and maintain strong understanding of commission structures across all lines of business; ensure daily credentialing activities follow each applicable State Departments of Insurance and FINRA requirements
Ensure compliance with company policies, operational procedures, audit requirements, and applicable regulatory standards across all team activities
Work with U.S. management, drive continuous process improvement by identifying operational gaps, reducing risk, enhancing efficiency, and improving the overall partner and client experience
Maintain and continuously update standard operating procedures (SOPs) to ensure consistency, accuracy, and adherence across processes
Assess staffing needs and support hiring activities, including candidate interviews, onboarding, and training to ensure team readiness and capability
Schedule and facilitate team meetings to support knowledge sharing, training, alignment, and communication of departmental and company updates
Collaborate cross-functionally and across locations, including U.S. and global teams, to ensure alignment and seamless operations
Demonstrate strong stakeholder and partner management skills, effective conflict resolution, and sound people and process management
What you will bring
Degree in Business, Finance, related field, or equivalent work experience
4+ years work experience in the Financial Services industry preferred
Prior supervisory or management experience required
Strong problem solving, organizational, prioritization and long-term planning skills required
Excellent communication, both verbal and written, analytical skills and the ability to communicate with a diverse workforce
Must have the ability to work cohesively with peers and management across the organization
Intermediate or higher Excel skills
Demonstrated leadership ability
FINRA fingerprinting required upon hire
What will set you apart
Experience in financial Services, recordkeeping, mutual fund operations or back-office processing preferred
Experience with recordkeeping or mutual fund back office and accounting
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.
