Ops & Support Supervisor

Western & Southern Financial Group•Maitland, FL

3d•Onsite

About The Position

Plans, organizes, and directs workflow and monitors activities to support the overall success of offices within the assigned Agency. Assists Agency Operations & Support (AOS) management in ensuring efficient, timely, and accurate transaction processing that meets established standards and promotes exceptional service to internal and external customers. Conducts compliance and quality-control audits and provides management with timely feedback and statistical results. Partners with AOS and sales management teams to improve Agency effectiveness, and recruits, trains, and develops Client Support Specialist direct reports using the performance management model. Trains new Financial Representatives on system functions, form completion, reports, and standard office procedures. Represents the Agency in meetings and company committees as needed, identifies and implements process improvements, handles complex customer issues, and escalates matters when appropriate. Works with minimal supervision, makes decisions within an established range, and keeps the manager informed. The role supports all assigned Agency offices, on- and off-site as business needs demand. It coordinates resources as staffing and workload change, monitors service levels, conducts audits, reviews reports and trends, supports conservation efforts, and identifies cross-selling opportunities and potential sales leads. It also supports Financial Representative recruiting and onboarding, develops individualized education plans for associates, administers cross-training, and works with the Training Manager and AOS management on training and performance needs. The supervisor fosters a culture of open communication, integrity, professionalism, customer service, teamwork, and urgency, while maintaining advanced product and procedural knowledge. The position is based in an office setting and includes frequent desk and computer work, movement around the office, and travel to offices within the assigned Agency. Travel may involve overnight stays and airplane or automobile travel. Extended hours are required during peak workloads or special projects.

Requirements

Proven experience supervising, mentoring, and motivating individuals, with examples of providing direction, coaching, and effective feedback.
Excellent verbal and written communication skills, including the ability to interpret and communicate business needs between field and home office clearly and concisely; examples of written work may be requested.
Demonstrated customer-service experience, including identifying client problems or issues and providing or initiating effective solutions.
Ability to communicate with clients empathetically and understandingly to resolve concerns and inquiries.
Experience coordinating multiple assignments and completing tasks accurately and on time.
Experience working independently of direct supervision and resolving problems using independent decision-making and initiative.
Experience working effectively within a team, with examples of motivating coworkers in difficult situations.
Ability to interact and communicate effectively with all levels of staff and management.
Examples of flexibility in meeting department and customer needs and managing conflicting priorities.
Working knowledge of word-processing, spreadsheet, and database applications.
Reliable transportation and ability to travel as needed within the assigned Agency.

Nice To Haves

Associate's degree or equivalent work experience preferred.
Series 6 or equivalent preferred, but not required.

Responsibilities

Provide professional and courteous service to internal and external clients.
Make independent decisions regarding client requests and resolve client concerns, escalating situations to management when appropriate.
Research and resolve complex client inquiries and escalated complaints as a first-line Agency resource.
Resolve inquiries received by inbound and outbound phone interactions, written correspondence, and walk-in office visits.
Plan, organize, and direct work across assigned Agency offices, including on-site and off-site locations as business needs demand.
Anticipate resources needed to support staffing or workload changes and plan ahead to minimize effects on service levels, goals, and objectives.
Conduct office audits to ensure compliance; review and compile reports, identify trends, and alert management to potential problems.
Support sales management and AOS teams with conservation efforts.
Identify cross-selling opportunities and submit potential sales leads arising from client interactions and natural markets.
Collaborate with other departments and escalate matters to management when necessary.
Recruit, train, and develop AOS associates remotely and in person; develop individualized education plans and administer cross-training programs.
Work with the Training Manager as appropriate and consult AOS management about performance issues or deficiencies.
Support Financial Representative recruiting by scheduling interviews, sourcing resumes, planning and assisting with recruiting seminars, and conducting reference checks.
Provide onboarding training for newly hired Financial Representatives on technology, products, and processes related to submitting business and monitoring client information.
Promote open communication, integrity, professionalism, customer service, teamwork, and a sense of urgency within the Agency.
Keep associates informed about company initiatives, projects, procedures, goals, priorities, and Agency or Divisional campaigns through written and oral communication.
Develop and maintain advanced product and procedural knowledge.
Perform other duties as assigned by management.