Fund Services Team Lead

GWP•Denver, CO

1d•Hybrid

About The Position

This role involves leading and overseeing the daily operations and staffing for one or more functional teams within Fund Services. These teams may include 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, supervising and developing a hybrid workforce, providing coaching and performance feedback, assessing skill gaps, and supporting workforce planning. The role also involves researching and resolving complex client issues, handling escalated calls, analyzing trends to recommend improvements, identifying workflow gaps and technology needs, and partnering with internal teams and external vendors.

Requirements

High School or GED required
One-year supervisory experience preferred
Mutual funds/financial services experience or equivalent preferred
FINRA Series 6, 63 licensed
FINRA Series 26 (Principal) license preferred or must be obtained within 9 months of hire
Willingness 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.
Understanding of 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

Responsibilities

Lead and oversee daily operations and staffing for one or more functional teams (Phone Operations, Processing Operations, Exception Operations).
Monitor and manage team workflow to ensure alignment with departmental standards.
Supervise and develop a hybrid workforce of full-time and temporary employees, ensuring clear expectations, performance accountability, and appropriate onboarding and training.
Provide ongoing coaching, formal performance evaluations, and feedback to team members and external staffing partners.
Assess skill gaps, identify training opportunities, and support employee growth and readiness.
Support workforce planning activities, including staffing forecasts, hiring decisions, contract extensions, role transitions, compensation input, and performance-based actions.
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.