Manager, CSET

Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits. 

Nearly half of all working Americans are not saving enough for their future. Too often it’s because they are employed by a company that doesn’t offer a retirement plan. Human Interest is changing that by making it affordable and accessible for small and medium-sized businesses to offer employees a path to financial independence through retirement savings.

The mission of Financial operations is to be a primary pillar of success for our organization and our clients. In this role, you will be responsible for helping our clients save for retirement by supporting the teams who process daily transactions for our participants. Our goal is to push our teams to maintain the highest level of quality and productivity for our clients. 

What you get to do every day

• Enthusiastically coach and develop a team of Product Ops. Specialists/Associates
• Manage escalations, carefully managing complex issues to a full resolution 
• Coach and develop team member to meet their career and business goals
• Establish quality KPIs and targets. Monitor and react to changes in leading Indicators and other KPIs to drive excellence in processing financial transactions. 
• Assist in the development of scorecards for the team 
• 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 teams 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

What you will accomplish

• Increase efficiencies across the partnership organization internally and externally
• Provide best in class customer partner support 
• Build team to execute on goals and business expectations

What you bring to the role

• Bachelor’s degree or equivalent experience 
• 3 years of experience in Contact Center or 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

Please feel free to apply to this position even if you do not meet 100% of the requirements listed above.

 

Why you will love working at Human Interest

Mission - Highly collaborative startup dedicated to supporting employee engagement and growth. It’s an opportunity to help solve one of the biggest unsolved problems in America: saving for retirement.

Culture - Our operating principles define how we come together as a team to do our work. They reflect Human Interest’s unique view on what’s important and what’s right. Documenting this core aspect of our culture helps employees make good decisions on their own. It also helps candidates considering career opportunities critically evaluate whether they will thrive at Human Interest. 

• Customer obsession
• Long-term orientation
• Autonomous and accountable teams
• An escalating bar for talent and performance 
• Fundamental optimism