Senior Associate, Fund Administration

In this role, you ll make an impact in the following ways:

As a Lead, you are expected to achieve success by leading yourself, your team, and the business. Specifically, you will:

Lead your team with integrity and create an environment where your employees feel included, valued, and supported to do work that energizes them.

Accomplish management responsibilities which include sourcing and hiring talented employees, providing ongoing coaching and feedback, recognizing, and developing employees, identifying and managing risks, and completing daily management tasks.

Performs transfer agency operations services on behalf of clients focused on the call center operations.

Hiring, training, coaching, and leading call center representatives as they provide support for customers.

Manages team handling incoming shareholder and advisor inquiries and focused on providing high quality customer service.

Answering representative s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.

Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.

Manages relationships with assigned clients and ensures all questions are answered and issues with inquiries, fund transactions, and research items.

Manages processes and oversees a team to ensure that new client onboarding is successful and scripting and procedures are maintained in accordance with departmental policies and protocols.

Ensures team adheres to quality standards. Analyzes trends and implements processes to improve team performance. Responsible for the effective leadership and development of team members.

Recruits, directs, motivates, and develops staff, maximizing their individual contribution, their professional growth and their ability to function effectively with their colleagues as a team. Manages a small transfer agency operations team. Contributes to the achievement of team objectives.

Ability to facilitate and lead meetings to reach conclusions, identify tasks, record actions, and achieve results

Excellent problem solving, leadership, and customer service skills.

Analytical, efficient, and thorough.

To be successful in this role, we re seeking the following:

Bachelors degree or the equivalent combination of education and experience is required.

8+ years of total work experience in a Call Center environment with atleast 2 years as a Team Lead of a Call Center process.

Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.

Exceptional interpersonal, customer service, problem-solving, verbal, and written communication, and conflict resolution skills.

Knowledge of management principles and familiarity with company products, services, and policies.

Strong coaching and leadership skills, ability to motivate employees.

Decisiveness and attention to detail.

Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

Experience in Transfer Agency preferred.