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- Enhance productivity and streamline processing to achieve at least 10% improvement year over year.
- Take ownership of new and existing client scope of services and deliver a level of service quality that exceeds our clients expectations
- Hire and retain top talent to achieve less than 15% voluntary attrition rate. Develop and manage talent and have a production ready successor. Ensure your team is engaged and doing their best for the business
- Demonstrate leadership and self-sufficiency by leading client or internal projects from inception to completion with little or no supervision.
- Perform staff coaching a minimum of 30% of time as a priority of job function.
- Manage team call quality to exceed 90% based upon internal and external call reviews.
- Ability to create and follow policy and procedures 100% of the time.
- Respond to client inquiries within 24 hours.
- Perform other duties as assigned
- Bachelor’s degree or equivalent experience required. Business Administration/Finance or similar focus preferred.
- Five + years of demonstrated increase in responsibility with prior supervisory/ management experience required
- Previous management experience in business processing environment required
- Previous experience in a financial services/banking environment preferred
- Experience with assisting with new client launches preferred
- Intermediate proficiency in PC/Windows related software (e.g. MSWord Excel) required.
- Demonstrated ability/experience in team building.
- Ability to create and analyze reports.
- Strong financial/metrics based background.
- Experience in managing and implementing process redesign.
- Strong interpersonal and negotiation skills.
- Strong customer service skills.
- Excellent organizational skills and attention to detail required.
- Ability to work effectively with minor supervision.
- Must be able to work in a fast-paced environment with daily work processing deadlines.
- Must be able to handle multiple tasks/projects simultaneously.
- Excellent coaching mentoring team building skills.
- Ability to manage and participate effectively in a team atmosphere.
- Must have strong problem solving/analytical skills.
- Sales orientated self-starter with strong interpersonal and negotiating skills
- Excellent listening skills.
- Excellent verbal and written communication skills.
- 5-10% potentially during client launches