Manager, Invest Operations

SoFi•Jacksonville, FL

10d

About The Position

The role The Manager, Invest will manage a team of Investment Specialists with responsibility for the day-to-day operations of the team. Responsible for driving business and process changes to ensure SoFi Invest members have an exceptional experience. What you’ll do: Independently manage a team of Investment Specialists Responsible for hiring, coaching, performance management and team member development Foster an environment focused on finding solutions to problems and innovative differentiators Monitor service levels, inbound volume, and schedule adherence Manage team members' attendance, sick time, and paid time off Manage team member performance by defining clear goals, objectives, responsibilities, and priorities Ability to identify and escalate issues, and propose recommended solutions regarding process improvements for systems and procedures Effectively manage time and resources within team, department and cross-functionally Monitors the day-to-day activities of functional areas to ensure compliance to internal policy, legal, and pertinent regulations. Establishes, monitors, and maintains internal policies and procedures as well as business continuity plans Utilizes experience and specialized knowledge of specific functional areas and internal policies and procedures to respond to and make appropriate decisions to resolve the most complex situations referred by staff Supervises a variety of licensed Individual contributors ranging from junior to senior levels Work cross-functionally to obtain buy-in and solve complex issues with the assistance of business partners What you’ll need: Must have the following existing licensing combination: Series 7, 24 and at least one of the following: 66 or 63 and 65 Minimum Bachelor or equivalent experience 2+ years of management experience preferred 5+ years of general customer service experience - call center experience 3+ years of experience in a Broker Dealer setting Call center or processing center management experience is preferred Experience hiring, training, motivating, monitoring, and coaching teams of customer service & processing employees Strong leadership and management skills including experience in employee conflict resolution and development Strong written communication skills are required to answer questions and communicate issues clearly & concisely to associates, customers as well as management Ability to react to change quickly and implement new processes & procedures Ability to work independently with little or no supervision Professional demeanor and excellent work habits are essential Financial services-specific customer service experience preferred Understanding of Situational Leadership, high Emotional Intelligence Some evenings and weekend days may be required

Requirements

Must have the following existing licensing combination: Series 7, 24 and at least one of the following: 66 or 63 and 65
Minimum Bachelor or equivalent experience
2+ years of management experience preferred
5+ years of general customer service experience - call center experience
3+ years of experience in a Broker Dealer setting
Call center or processing center management experience is preferred
Experience hiring, training, motivating, monitoring, and coaching teams of customer service & processing employees
Strong leadership and management skills including experience in employee conflict resolution and development
Strong written communication skills are required to answer questions and communicate issues clearly & concisely to associates, customers as well as management
Ability to react to change quickly and implement new processes & procedures
Ability to work independently with little or no supervision
Professional demeanor and excellent work habits are essential
Understanding of Situational Leadership, high Emotional Intelligence
Some evenings and weekend days may be required

Nice To Haves

Financial services-specific customer service experience preferred
Call center or processing center management experience is preferred
2+ years of management experience preferred

Responsibilities

Independently manage a team of Investment Specialists
Responsible for hiring, coaching, performance management and team member development
Foster an environment focused on finding solutions to problems and innovative differentiators
Monitor service levels, inbound volume, and schedule adherence
Manage team members' attendance, sick time, and paid time off
Manage team member performance by defining clear goals, objectives, responsibilities, and priorities
Ability to identify and escalate issues, and propose recommended solutions regarding process improvements for systems and procedures
Effectively manage time and resources within team, department and cross-functionally
Monitors the day-to-day activities of functional areas to ensure compliance to internal policy, legal, and pertinent regulations.
Establishes, monitors, and maintains internal policies and procedures as well as business continuity plans
Utilizes experience and specialized knowledge of specific functional areas and internal policies and procedures to respond to and make appropriate decisions to resolve the most complex situations referred by staff
Supervises a variety of licensed Individual contributors ranging from junior to senior levels
Work cross-functionally to obtain buy-in and solve complex issues with the assistance of business partners