Department Manager Client Services - Service Center

MFS Investment Management • Boston, MA

1d • 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. THE ROLE Using discretion and judgment, this position is responsible and accountable for the overall performance of the Communication Call Center Department, ensuring alignment with departmental, divisional, and corporate objectives. This role represents the department in cross-functional initiatives and serves as a leader within MFSC, providing management, coaching, and support to employees while exemplifying managerial courage in interactions with both peers and leadership. Manages assigned staff and goals for the Department to ensure it is run efficiently and effectively in terms of service levels, employee management & within budgetary guidelines. Additionally, oversees operational relationships with key distribution partners and communicates with internal distribution partners in support of MFS business objectives.

Requirements

• Bachelor’s degree or equivalent experience is required.
• 6-8+ years prior mutual funds experience.
• Demonstrates ability to work effectively in a high volume, people intensive environment required.
• Strong organizational, interpersonal and communication skills.
• Ability to make oral and written presentations to groups of various sizes and levels.
• Ability to plan for staffing needs, manage conflict, deal with ambiguity, and delegate.

Responsibilities

• Manages Communication Call Center personnel, either directly or through supervisors; allocates staff, monitors workload and makes decisions regarding employment, training and development, and performance appraisals.
• Ensures timely action on developmental plans and performance appraisals for each individual within the Department.
• Works with Division Head with developing overall goals and objectives for the department and routinely communicates with personnel with respect to success in meeting goals.
• Recommends new policies and procedures to ensure effective use of resources and efficient processing methods to ensure consistently superior service levels.
• Works with Division Head on budget preparation and on monitoring budget and identifying opportunities to gain operating efficiencies and improving profitability where feasible.
• Ensures operating procedures and internal controls are current and staff is trained and adhering to department standards, as well as any client-specific requirements.
• Identifies opportunities to leverage technology to streamline or automate manual processes.
• Identifies risks, causes of risks, and helps implement appropriate controls to mitigate those risks.
• Interacts with MFS personnel, auditors (internal and external), compliance, legal, distribution and others as required.
• Coaches and develops employees.
• Assumes additional responsibilities, as required.

Benefits

• This position is eligible for 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: Manager