Fund Services Team Lead

GWP•Denver, CO

2d•Hybrid

About The Position

This role involves supervising and managing the day-to-day workflow and staff for one or more functions within Fund Services, including Phone Operations (direct retail fund shareholder support), Processing Operations (transaction processing for retail shareholders and intermediary back offices), and Exception Operations (support research and resolution for direct retail fund shareholders and Intermediaries). The position requires monitoring and managing team workflow to ensure alignment with departmental standards, providing coaching, performance evaluations, and feedback, and identifying training needs to support employee development. Recommendations for staffing actions, including forecasting, hiring, termination, and compensation, are also part of the role. The Team Lead will research and resolve complex client issues, handle escalated calls and complaints, analyze trends to recommend improvements, and identify workflow gaps and technology needs. Collaboration with internal teams and external vendors is expected to resolve issues and support projects.

Requirements

High School or GED required
One-year supervisory experience preferred
FINRA Series 6, 63 licensed
You should be willing to adhere to the provisions of our Investment Advisory Code of Ethics related to personal securities activities and other disclosure and certification requirements, including past political contributions and political activities.
You will be expected to understand the regulatory obligations of the firm, and abide by the regulated entity requirements and JHI policies applicable for your role.

Nice To Haves

Bachelor’s degree or equivalent work experience preferred
Mutual funds/financial services experience or equivalent preferred
FINRA Series 26 (Principal) license preferred

Responsibilities

Supervise and manage day-to-day workflow and staff for one or more function in accordance with departmental guidelines which include: Phone Operations – Direct retail fund shareholder support, Processing Operations – Transaction processing for retail shareholders and intermediary back offices, Exception Operations – Support research and resolution for direct retail fund shareholders and Intermediaries
Monitor and manage team workflow to ensure alignment with departmental standards
Provide coaching, performance evaluations, and feedback
Identify training needs and support employee development
Recommend staffing actions including forecasting, hiring, termination, and compensation
Track PTO, payroll, and performance metrics
Research and resolve complex client issues to ensure satisfaction
Handle escalated calls and complaints within company policy
Analyze trends and recommend improvements to enhance quality, efficiency, and client experience
Identify workflow gaps and technology needs; develop and implement business case recommendations
Partner with internal teams and external vendors to resolve issues and support projects
Carry out additional duties as assigned

Benefits

Hybrid working and reasonable accommodations
Generous Holiday policies
Paid volunteer time to step away from your desk and into the community
Support to grow through professional development courses, tuition/qualification reimbursement and more
Maternal/paternal leave benefits and family services
Complimentary subscription to Headspace – the mindfulness app
Corporate membership to ClassPass and other health and well-being benefits
Unique employee events and programs including a 14er challenge
Complimentary beverages, snacks and all employee Happy Hours
Annual Bonus Opportunity: Position may be eligible to receive an annual discretionary bonus award from the profit pool. The profit pool is funded based on Company profits. Individual bonuses are determined based on Company, department, team and individual performance.
competitive compensation
pension/retirement plans
various health, wellbeing and lifestyle benefits