Manager - Banking Operations

Responsibilities:

- Manage a team of 5-10 Treasury Services / Transfer Agency Account Managers

- Lead and motivate teams of call centre specialists.

- Promote a highly collaborative environment, creating an atmosphere that values and prioritizes client needs, ensuring prompt and accurate inquiry resolutions where clients feel valued.

- Effective root cause analysis and analytics to supplement coaching methodologies to drive results to key metrices.

- Handle complex escalations where engagement of multiple areas is required.

- Forecast and manage staffing levels and capacities achieving target shrinkage targets, absenteeism, and attrition.

- Work with Workforce Management, Helpdesk, Quality Team, Business Intelligence, and other internal groups to successfully drive service delivery.

- Identify trends that will lead to improvement opportunities; developing and maintaining training materials creating best in class practices that are compliant to regulations, efficient, and reduce customer friction points.

- Ensure adherence to bank and regulatory policies and procedures when making decisions that impact various operations and products.

Good to have:

- Successful team management experience of at least 7 years

- At least 10 years of inbound client service experience from global banking operations required

- MBA / Completed Bachelor's Degree BS / BA, or its equivalent

- Brokerage operations experience, Accounting / Finance / Economics / Investment Banking / Capital Markets, or relevant experience

- Active FINRA Series 6 / Series 7 / Series 99 / CFA as an added advantage for the role

- PMP / Project Management Equivalent / Lean Six Sigma Methodology / Data Storytelling / Coaching Methodologies

- Advanced to Expert proficiency in Microsoft Office including MS Excel, MS Word, MS PowerPoint, Power BI, and relevant digital tools