Account Management Ops Team Lead
About The Position
This job is responsible for providing subject matter expertise across an account management operations function, and supporting the manager in all aspects of day-to-day management of the team's operations. Key responsibilities include employee training and coaching, addressing employee inquiries, escalations, and approvals including team supervision to ensure processes are executed correctly. Job expectations include escalating issues to the team manager for direction and support when necessary while maintaining a deep knowledge of all key functions supported. Upon the receipt of billing information, fee schedules, and commission payment data, the Institutional and Retirement Billing team ensures billing and revenue activities are reviewed and processed accurately. Once billing and payment activities are completed, the team manages invoice distribution, revenue collection, and commission processing to support prompt, reliable financial services and a seamless experience for clients and business partners.
Requirements
- Minimum of 2 years of experience executing and supporting complex operational processes by established procedures, service levels, and control requirements
- Minimum of 1 year of experience providing training, coaching, guidance, or workflow oversight to other employees
- Experience reviewing operational transactions, financial activity, or client documentation for accuracy, completeness, and compliance with established requirements
- Experience managing high-volume workflows, prioritizing work for self or others, and consistently meeting established service level expectations
- Experience researching and resolving operational exceptions, discrepancies, or escalated issues while adhering to established controls and risk management practices
- Ability to work extended hours during peak hourly time such as quarterly billing
- Experience using Microsoft Excel to analyze data, reconcile information, or support operational reporting by using v-lookup, pivot tables etc.
- Experience in general accounting and financial reporting principles
Nice To Haves
- Experience in performing billing, receivable, payment processing, revenue collection, or other finance-related operational activities
- Experience conducting quality assurance reviews or confirming financial, operational, or client data for accuracy
- Experience collaborating with cross-functional partners to resolve issues and support business initiatives
- General knowledge of wealth management, retirement, lending, or investment products
Responsibilities
- Coordinates and manages team workflow across various systems to ensure daily processes are completed accurately and deliverables are met by overseeing fee setup, billing calculations, invoice distribution, payment processing, and revenue collection activities
- Provides day-to-day training and coaching to team members while addressing employee inquiries and escalations by guiding associates through billing exceptions, payment variances, and complex processing issues
- Monitors team service levels, volume, performance metric reporting, escalating concerns where appropriate by tracking billing, receivable, commission, and payment activity to ensure prompt completion of deliverables
- Conducts quality assurance reviews and provides routine supervisory manager approvals by reviewing billing calculations, invoice accuracy, payment entries, and commission processing results
- Researches complex operational and client requests, issues, and escalations to identify root cause and assist with remediation efforts and solutions by investigating payment variances, rejected transactions, and outstanding receivable issues
- Supports risk management and audit processes, including identification of issues, development of mitigation strategies, and exam preparation by confirming billing and payment activity, ensuring financial entries are correct, and addressing control gaps
- Understands the process flow from end to end including the reasons for each step, the process controls, the risks within the process and the upstream/downstream impacts of their work based on an understanding the work affects other operational units by coordinating invoice, revenue, receivable, and commission activities across business partners and support teams
- Identifies and recommends opportunities for process improvement and risk mitigation to senior management by analyzing billing trends, exception volumes, and payment issues to improve accuracy and operational efficiency
Benefits
- access to paid time off
- resources and support to our employees
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
