THE ROLEUsing discretion and judgment, under the direction of the Department Manager, the Supervisor provides product, regulatory and technical expertise to staff to resolve inbound client calls ranging in complexity. The Supervisor is responsible for the completion of tasks in projects sponsored by various departments including Distribution, Marketing, Telecomm, Compliance, Legal. The Supervisor meets with auditors relating to controls of our call components. The Supervisor manages routine Human Resource-touchpoints in the employment lifecycle, including the processes of hiring, career development, staffing issues, and training. Demonstrates competency to manage and maintain day-to-day operations specific to a functional team. Must ensure the timely escalation of issues or challenges to the appropriate management level should they arise. May require multi-tasking in support of interdependent operating teams.
WHAT YOU WILL DO

• Manages the day-to-day operations and tasks for a work group while performing tasks when necessary to ensure deadlines are met.
• Participates in projects relating to mutual fund products, policies and system updates.
• Assists in training through formalized training sessions on customer service trends, product, system and compliance updates.
• Prepares procedures, which outline the customer service requirements for products and operate in a controlled environment and ensuring the most effective way for such procedures to be carried out by the Department.
• Working with the Department manager and other constituents, interprets and applies new reporting rules, regulations and procedures as they impact mutual funds as well as the application of current reporting rules to new investment products entered into by the funds.
• Participates in meetings with System and Risk Analysts to implement updates to the service model and enhancements to system applications as part of the project lifecycle.
• Serves as a resource to managers
• Supports the audit process by answering questions and providing documentation as needed to either internal or external auditors.
• Coaches and develops employees to achieve department quality and productivity standards. Ensures timely communication of pertinent information by conducting regular staff meetings. Assists with career development; writes and conducts performance appraisals; recommends rep promotions
• Assumes additional responsibilities as required.

WHAT WE ARE LOOKING FOR

• Bachelor's degree or equivalent experience.
• 4-5+ years of Client Services experience or other equivalent experience
• Strong communications skills, both written and oral.
• Strong leadership skills.
• Demonstrated organizational skills.
• Strong interpersonal skills with the ability to interact with individuals at all levels of the organization.
• May to multi-tasking to address competing initiatives.
• Ability to train, develop, motivate and evaluate staff.

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