Operations Lead

Responsibilities

• Works under limited supervision and with experience and knowledge of procedures to process a greater variety of complex transactions.
• Responsible for non-routine escalations by drawing on multiple information sources and understanding multiple effects of an issue.
• May be responsible for approving requests.
• Train new hires and go to person for existing staff when Supervisor/Manager is not available.
• Other related duties and projects as assigned by department Manager.
• Provide detailed analysis, triage and tracking of client issues reported via email, phone and/or service center.
• Ensure an excellent client experience by providing dedicated, timely and efficient communication regarding the impact, current status and next steps of issues being researched.
• Act as a liaison between the client and internal departments in facilitating issue resolution.
• Manage multiple client concerns and inquiries in a dynamic environment.
• Establish strong understanding of clients' business and processes to better assess areas of improvement or opportunities for additional application training.
• Build and maintain client relationships and maintaining superior levels of client satisfaction.
• Review and audit user entitlements and provisioning on a quarterly basis.
• Assist in developing product-focused expertise within the team.
• Perform data analysis and operation metrics.
• Keep abreast of industry updates and changes that may impact assigned work functions and processes.
• Commit to learning & developing yourself to better Operations as a whole.

Qualifications

• High school diploma or equivalent
• Three to five years back office Operations experience with specific department experience (ex. Reorg, Mutual Funds, Dividends, etc.)
• Series 99 or successful completion of Series 7 within 6 year of hire
• Customer focused with strong interpersonal and communication skills
• Proficiency with Microsoft Excel, Word, Outlook and back office systems (experience with FIS a plus)
• Detail oriented with the ability to prioritize workload to meet daily deadlines
• Quick learner, team player with ability to work well in fast paced environment
• Able to work additional hours and/or flexible shift assignments when needed