Manager, Invest Operations

SoFi•Cottonwood Heights, UT

13d•$96,000 - $120,000

About The Position

The Manager, Invest Operations manages a team of Investment Specialists and oversees the team’s day-to-day operations. The role drives business and process changes to support an exceptional experience for SoFi Invest members. It supervises licensed individual contributors at junior through senior levels and uses specialized knowledge of functional areas and internal policies and procedures to resolve complex situations referred by staff. The manager also ensures day-to-day activities comply with internal policies, applicable laws, and regulations, and establishes and maintains internal procedures and business continuity plans.

Requirements

Must hold the existing licensing combination of Series 7, 24, and 66, or Series 7, 24, and 63 & 65.
Minimum bachelor’s degree or equivalent experience.
At least 5 years of general customer service experience.
At least 3 years of experience in a Broker Dealer setting.
Experience hiring, training, motivating, monitoring, and coaching customer service and processing teams.
Strong leadership and management skills, including employee conflict resolution and development.
Strong written communication skills to communicate clearly and concisely with 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.
Understanding of Situational Leadership and high emotional intelligence.
Some evening and weekend-day work may be required.

Nice To Haves

At least 2 years of management experience.
Call center or processing center management experience.
Financial services-specific customer service experience.

Responsibilities

Independently manage a team of investment specialists.
Hire, coach, manage performance, and develop team members.
Foster an environment focused on problem-solving and innovative differentiators.
Monitor service levels, inbound volume, and schedule adherence.
Manage team members’ attendance, sick time, and paid time off.
Set clear goals, objectives, responsibilities, and priorities for team members.
Identify and escalate issues, and recommend process improvements for systems and procedures.
Manage time and resources within the team, department, and cross-functional groups.
Monitor functional-area activities for compliance with internal policies, laws, and applicable regulations.
Establish, monitor, and maintain internal policies, procedures, and business continuity plans.
Use specialized knowledge and internal procedures to make appropriate decisions on complex situations referred by staff.
Supervise licensed individual contributors ranging from junior to senior levels.
Work cross-functionally with business partners to gain buy-in and solve complex issues.