[Hiring] Operations Manager @Human Interest

Role Description

As a Manager in Operations, you will lead a high-performing team to drive excellence and scale within a rapidly growing organization. Strategic and process-driven, you will coach your team to meet career goals while upholding robust KPIs to ensure financial transactions are completed with total accuracy. By investigating technical root causes and optimizing internal capacity, you will proactively enhance the client experience, ensuring seamless onboarding and high-quality service. Your leadership will bridge the gap between cross-functional initiatives and client needs, safeguarding operational integrity to sustain the organization’s growth.

What you get to do every day

• Enthusiastically coach and develop a team of Operations Specialists/Associates
• Manage escalations, carefully managing complex issues to a full resolution
• Coach and develop team members to meet their career and business goals
• Monitor and react to changes in leading Indicators and other KPIs to drive excellence in processing financial transactions
• Identify and solve for process improvements
• Ensure excellent customer service by monitoring productivity and quality of the team
• Investigate technology issues, identify root causes, and work with various departments to develop and implement solutions
• Utilize retirement service knowledge to answer questions or work to gather details from others to accomplish the team's original question
• Keep team updated on new processes and product enhancements
• Increase efficiency of existing organizational processes and procedures to enhance and sustain the organization’s internal capacity
• Take part in cross-functional initiatives/projects
• Partner with peers and manager on staffing and training needs
• Proactively work to improve efficiencies and effectiveness of the team
• Balance workload within team and across teams
• Anticipate needs of the team as new clients are on boarded by the sales team, communicate to leadership and peers of needs
• Other duties as needed

Qualifications

• Bachelor’s degree or equivalent experience
• 3 years of experience in Contact Center, Financial Services Management or related position
• Knowledge of Retirement Plan Services Payroll and record keeping operations is a plus
• Proven leadership skills
• Strong interpersonal communication skills (written and verbal)
• Passion for coaching and developing your team
• Possess organizational and analytical skills, including the ability to use data to inform business decisions and achieve goals
• Love for process improvement. You’re constantly on the lookout to improve inefficiencies for your team
• Ability to work cross-functionally on issue resolution and project/technology implementation
• Self-driven with a joy for learning new programs, systems, and tools
• Meticulous attention to detail
• High care/low ego approach to your work
• Proficiency in Google Suite
• Eagerness to promote change

Benefits

• A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees
• Top-of-the-line health plans, as well as dental and vision insurance
• Competitive time off and parental leave
• Addition Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
• Lyra: Enhanced Mental Health Support for Employees and dependents
• Carrot: Fertility healthcare and family forming benefits
• Candidly: Student loan resource to help you and your family plan, borrow, and repay student debt
• Monthly work-from-home stipend; quarterly lifestyle stipend
• Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie