Supervisor, Client Engagement

Tx Hq • San Antonio, TX

22h • Onsite

About The Position

We are looking for a motivated and experienced leader to join Victory Capital InVest. In this role you will influence and lead a group of Service and Acquisition Specialists in delivering world-class service to our investors while attaining team goals, promoting productivity, and achieving operational excellence. You will report to the Director, Victory Capital InVest.

Requirements

• Proven ability to lead teams to achieve business goals while maintaining high service standards in a contact center environment
• Ability to independently master new concepts
• Developed strategies to promote sustained performance across all key metrics
• Effectively lead teams through a dynamic environment of change
• Excellent verbal and written communication skills
• Foundational business knowledge of managing revenue and expenses
• Delivered operational excellence through employee adoption of and execution
• Experience in financial services industry
• Experience leading and coaching others preferably in a contact center environment
• FINRA Securities Industry Essentials (SIE), Series 7, Series 63 (or must obtain within 1-year of hiredate)
• FINRA Series 24 (or must obtain within 1-year of hire date)

Nice To Haves

• Investments service and sales experience
• Change management experience
• Ability to facilitate problem solving with the team and promote a shared sense of ownership of business outcomes and customer outcomes
• Working knowledge of mutual funds, college savings plans, 403b, and brokerage products
• Project management experience and ability to meet deadlines

Responsibilities

• Coach, mentor, and influence a team of 10 to 15 service representatives responsible to the Victory Capital Investors for account servicing of mutual fund and 529 College Savings Plan (CSP) accounts
• Lead team to deliver on performance goals including efficiency and customer service standards
• Manage the live-chat team and voice channel
• Monitor customer interactions to ensure quality and compliant standards are met
• Manage adherence to regulatory standards and internal policies
• Implement strategies to deepen customer relationships across all product lines

Benefits

• Medical
• Dental
• Vision
• Flexible PTO
• Family Medical Leaves
• Disability Leaves
• Education Tuition Reimbursement
• 401k plan with a generous employer match

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed