Team Lead, Transfer Agency

$70,000 - $80,000 yearly
  • The Resume Review - Recruiting Department
  • Chicago, IL, USA
  • Apr 23, 2021
Full time Consultant

Job Description

Job description
The primary responsibility of the Team Leader is to supervise and lead a team of Client Service Representatives on the Call Center team. The Team Leader supports the Manger in ensuring operational efficiency with respect to phone calls and workflow distribution; ensuring the effective use of staff resources on the team. The Team Leader organizes the work of the team, sets short-term priorities, monitors all activities and ensures timely and accurate completion of the work. The Team Leader also conducts performance management and career development processes; including staffing and disciplinary actions. 
The key responsibilities of the role include:.  
  • Very strong knowledge of the core aspects and business functions of a Transfer Agency. 
  • Very strong knowledge of the various business applications critical to investor and account servicing, including on-line tools. 
  • Provide clear and concise direction, support and guidance to the team through effective coaching and leadership; and maintain an environment that encourages employee engagement, teamwork and communication. 
  • Lead and motivate the team to optimum performance to achieve agreed upon service levels. 
  • Conduct development reviews and recommend training and development plans. 
  • Make employment decisions including hiring and terminations, as well as proposing salary increases and bonus payouts. 
  • Schedule and organize shift patterns to ensure service levels are met to the highest standard. 
  • Recommend and implement changes to increase the accuracy, efficiency and responsiveness of the client service representatives.  
  • Take escalated calls from investors and partners. 
  • Perform phone audits to ensure phone recordings are in line with departmental standards. 
  • Edit and proofread correspondence for investors and  partners, with focus on content, clarity, and grammar. 
  • Assist in the documentation of departmental workflows and procedures, as well as team and departmental training. 
  • Build effective relationships with other teams and departments. 
  • Identify service efficiency and delivery enhancements, as well as process improvements, and periodically participating in team and business unit initiatives related to process, technology and system enhancements. 
  • Maintain updated knowledge of this companyn and Third Party fund products and services, regulatory, and compliance requirements 
Qualifications: The successful candidate will benefit from having: 
  • A College or University degree and/or relevant work experience is required. 
  • Series 6/7 and 63 is preferred, but not required. 
  • 5 years of management experience 
  • In depth knowledge of performance metrics 
  • Excellent communication and leadership skills 
  • Very strong securities industry knowledge is required 
  • Very strong analytical, problem solving, and organizational skills are required to manage conflicting priorities and multitask functions in a fast-paced environment 
  • Call Center experience is preferred, but not required