Client Services Supervisor

MFS • Boston, MA

11d • Hybrid

About The Position

At MFS, you will find a culture that supports you in doing what you do best. Our employees work together to reach better outcomes, favoring the strongest idea over the strongest individual. We put people first and demonstrate care and compassion for our community and each other. Because what we do matters – to us as valued professionals and to the millions of people and institutions who rely on us to help them build more secure and prosperous futures.

Using discretion and judgment, under the direction of the Department Manager, the Supervisor provides product, regulatory and technical expertise to staff to resolve inbound client calls ranging in complexity. The Supervisor is responsible for the completion of tasks in projects sponsored by various departments including Distribution, Marketing, Telecomm, Compliance, Legal. The Supervisor meets with auditors relating to controls of our call components. The Supervisor manages routine Human Resource-touchpoints in the employment lifecycle, including the processes of hiring, career development, staffing issues, and training. Demonstrates competency to manage and maintain day-to-day operations specific to a functional team. Must ensure the timely escalation of issues or challenges to the appropriate management level should they arise. May require multi-tasking in support of interdependent operating teams.

Requirements

• Bachelor’s degree or equivalent experience.
• 4-5+ years of Client Services experience or other equivalent experience
• Strong communications skills, both written and oral.
• Strong leadership skills.
• Demonstrated organizational skills.
• Strong interpersonal skills with the ability to interact with individuals at all levels of the organization.
• May to multi-tasking to address competing initiatives.
• Ability to train, develop, motivate and evaluate staff.

Responsibilities

• Manages the day-to-day operations and tasks for a work group while performing tasks when necessary to ensure deadlines are met.
• Participates in projects relating to mutual fund products, policies and system updates.
• Assists in training through formalized training sessions on customer service trends, product, system and compliance updates.
• Prepares procedures, which outline the customer service requirements for products and operate in a controlled environment and ensuring the most effective way for such procedures to be carried out by the Department.
• Working with the Department manager and other constituents, interprets and applies new reporting rules, regulations and procedures as they impact mutual funds as well as the application of current reporting rules to new investment products entered into by the funds.
• Participates in meetings with System and Risk Analysts to implement updates to the service model and enhancements to system applications as part of the project lifecycle.
• Serves as a resource to managers
• Supports the audit process by answering questions and providing documentation as needed to either internal or external auditors.
• Coaches and develops employees to achieve department quality and productivity standards.
• Ensures timely communication of pertinent information by conducting regular staff meetings.
• Assists with career development; writes and conducts performance appraisals; recommends rep promotions
• Assumes additional responsibilities as required.

Benefits

• Competitive incentive bonus
• MFS contributes an amount equal to 15% of your base salary to your retirement account that is separate from the company -sponsored 401(k)
• Education Assistance: MFS contributes $100 monthly up to $10,000 lifetime maximum directly to loan provider
• Education Assistance: Tuition reimbursement up to $8,000 annually
• Education Assistance: Access to discounted tutors and college coaches
• Generous time off and fully paid leaves including 20-weeks for maternity, 12-weeks for parental and caregiver leaves
• Choice of medical and dental plans and an and an employer contribution into the Health Savings Account
• Tax deferred commuter benefits & flexible spending accounts (medical & dependent care)
• Wellness Programs: Robust wellness webinars, employee assistance program with a focus on mental health, subsidized fitness benefit via Wellhub (formerly Gympass), where you can workout at gyms, studios and boutique fitness locations near you, join virtual personal training sessions and access a wide variety of well-being apps

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level