Team Lead, Dedicated Operations

*This position is based out of our Westlake, OH office and will have a hybrid schedule after the probationary period.

JOB OVERVIEW

The Team Lead, Dedicated Operations, directs the day-to-day functions within the team and the workflow system. Serves as a subject matter expert and provides guidance to all team members. Cultivates positivity about the Company and supports initiatives, encouraging team members to do the same.

RESPONSIBILITIES & DUTIES

• Monitors dedicated teams queue volumes and day-to-day processing to maintain SLA and escalates to leadership if necessary
• Assists and supports all dedicated team members with questions regarding processing of activities
• Communicates and collaborates with relationship managers, on-boarders, and other departments to facilitate timely processing and promote process improvement
• First point of contact with escalations for the dedicated dealer teams
• Works with escalated clients, relationship managers, and/or on-boarders with an expected outcome to resolve and de-escalated client grievances
• Works with the supervisor to ensure team members are meeting SLA and productivity expectations
• Collaborates with the supervisor for procedural updates
• Trains new members of the dedicated teams
• Trains existing members of the dedicated teams with ongoing topics
• Gather data and produce reports as needed
• Perform other duties as assigned

QUALIFICATIONS

• High School Diploma or GED required
• Bachelor’s Degree Preferred
• 1+ years of experience in retirement industry preferred
• 1+ years of experience in financial industry preferred
• Minimum 5 years of experience in a fast paced, customer driven environment

PROFESSIONAL CERTIFICATIONS

• None required

TECHNICAL SKILLS

To be successful in this role, you should have experience with and an understanding of the following:

• Intermediate level proficiency in Microsoft Office

CULTURAL COMPETENCIES

In addition to our core company competencies of Cultivates Innovation, Nimble Learning, Action Oriented, Collaborates, and Being Resilient, a successful candidate in this role should exhibit the following behavioral competencies:

• Communicates Effectively
• Customer Focus
• Plans & Aligns
• Balances Stakeholders

PHYSICAL DEMANDS/WORK ENVIRONMENT

This job operates in a professional office environment and routinely uses standard office equipment. While performing the duties of this job, the associate is regularly required to speak and hear. The associate is frequently required to sit for extended periods of time, as well as stand, walk, use hands and fingers, and reach with hands and arms. This job requires the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.

DISCLAIMER/ASSOCIATE ACKNOWLEDGEMENT

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.