Manage and coordinate all aspects of an assigned strategic initiative that supports an entire site or the broader Participant Services organization
Responsible for high level of engagement with key business partners, leaders and/or clients
Oversee communication, preparation and performance execution of initiatives for Participant Services
Hire, train, coach, mentor and provide feedback to a team of participant Services reps, including all aspects of performance management and weekly call monitoring
Accountable for the overall performance of the assigned team in relation to department and business standards and objectives
Develop and monitor overall workflow and procedures to ensure and maintain quality, efficiency and effectiveness necessary to deliver positive customer experience
Create and oversee development of resource tools for representatives to maximize consistency in information and format delivery
Recommend relevant system enhancements and develop and implement changes to policies and procedures
Requirements
Bachelor's degree, preferably in a business-related field
Without a degree, 3-5 years of additional management experience required
3 - 5 years of client service management experience preferably in a call center
Demonstrated ability to lead and support the strategic focus of an organization
Excellent organization, prioritization and planning skills required
Strong communication skills required
Fluent in English
Ability to work overnight hours
FINRA fingerprinting required upon hire
Benefits
Vision insuranceFlexible schedule
Additional Information
Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.
Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.
The Manager Participant Services manages a team of unregistered representatives who answer incoming phone inquiries regarding retirement plans, ensuring maximum productivity and service quality. Responsible for hiring new staff, training, development, and coaching on an ongoing basis while meeting specific departmental, company, and regulatory requirements. Works closely with other departments in the coordination of new business implementation. Incumbent will have ownership and accountability for one or more significant initiatives and/or client focus that supports the entire Participant Services organization across all geographical locations.
Empower · Manila, Philippines