Manager, Invest Operations

SoFi•Cottonwood Heights, UT

12d

About The Position

The Manager, Invest Operations manages a team of Investment Specialists and is responsible for the team's day-to-day operations. The role drives business and process changes to provide SoFi Invest members with an exceptional experience. It supervises licensed individual contributors from junior to senior levels and works cross-functionally with business partners to gain buy-in and resolve complex issues. The manager monitors functional-area activities for compliance with internal policies, laws, and applicable regulations. The role also establishes, monitors, and maintains internal policies, procedures, and business continuity plans, and uses specialized knowledge to resolve complex situations escalated by staff.

Requirements

Existing Series 7, 24, and 66 licenses, or Series 7, 24, and 63 & 65 licenses.
Bachelor's degree or equivalent experience.
Five or more years of general customer service experience.
Three or more years of experience in a Broker Dealer setting.
Experience hiring, training, motivating, monitoring, and coaching customer service and processing employees.
Strong leadership and management skills, including experience in employee conflict resolution and development.
Strong written communication skills to clearly and concisely answer questions and communicate issues to associates, customers, and management.
Ability to react quickly to change and implement new processes and procedures.
Ability to work independently with little or no supervision.
Professional demeanor and excellent work habits.

Nice To Haves

Two or more years of management experience.
Call center or processing center management experience.
Financial services-specific customer service experience.
Understanding of Situational Leadership and high emotional intelligence.

Responsibilities

Independently manage a team of Investment Specialists.
Hire, coach, manage performance, and develop team members.
Foster an environment focused on finding solutions and innovative differentiators.
Monitor service levels, inbound volume, and schedule adherence.
Manage team members' attendance, sick time, and paid time off.
Define clear goals, objectives, responsibilities, and priorities to manage team performance.
Identify and escalate issues and recommend improvements to processes, systems, and procedures.
Manage time and resources across the team, department, and cross-functional groups.
Monitor day-to-day functional-area activities to ensure compliance with internal policies, laws, and applicable regulations.
Establish, monitor, and maintain internal policies, procedures, and business continuity plans.
Use specialized knowledge of functional areas and internal procedures to make appropriate decisions and resolve complex situations referred by staff.
Supervise licensed individual contributors ranging from junior to senior levels.
Work cross-functionally with business partners to obtain buy-in and resolve complex issues.