Sr. Manager of Customer Service

Salary $60k +

POSITION SUMMARY: Responsible for the development and day to day operations of 3-5 Customer Service Teams. Responsibilities include staffing, training, career development, goal setting, team and individual performance, associate morale and associate evaluations. Identifies and targets areas requiring improvement and drives solutions that reduce costs while delivering world class service. Empowers Managers to handle and resolve complex escalations at both the client and customer level. Works closely with senior management to assist with strategic direction on delivering world class service to our customers. May function as a liaison on behalf of both the customer and customer service when working with other internal departments to ensure effective pursuit and attainment of customer satisfaction for all E*Trade products and services. Work closely with Customer Service Managers to assure goals and service delivery is clear and consistent. Drive solutions/processes that improve Customer satisfaction and increase associate productivity and efficiency. Apply In-depth knowledge of company procedures, securities regulatory requirements and other processes to effectively manage responsibilities.

ESSENTIAL FUNCTIONS:
Training/Coaching:
• Train, coach, motivate and mentor the career development of Managers, leads and associates
• Review and evaluate team’s performance on a weekly/daily basis. Identify areas of weakness and provide feedback to drive improvements
• Provide checkpoints and milestones within a development plan Managing/Leadership:
• Drive team performance
• Must be flexible to meet the needs of a challenging environment of fluctuating business needs, having the ability to lead employees through change
• Assure proper staffing through shift optimization and schedule adherence
• Maintain detailed written documentation to effectively manage managers/teams performance
• Communicate and promote the ideals of E*TRADE Financial to associates and peers.
• Drive team morale to foster a positive work culture and reduce associate
attrition.
• Effectively communicate to senior management on teams performance Problem Solving:
• Research and resolve complex and difficult customer issues related to E*TRADE Financial accounts
• Understand and analyze metrics/ reports and drive efficiency and quality within team • Provide industry expertise to ensure associates meet goals and provide a high level of customer satisfaction
Project/Process Enhancement:
• Drive projects and processes that improve the customer experience to deepen customer relationships
• Drive projects and processes that improve associate efficiency and reduce costs to the firm

Minimum Required Skills:
• Ability to interact and partner with senior management in all areas of the organization.
• Ability to effectively motivate and lead associates.
• Ability to drive multiple projects simultaneously with little or no direction.
• Ability to proactively drive ideas/initiatives and gain support at the senior level of the organization.
• Ability to effectively communicate at all levels of the organization up to and including senior management.
• Ability to anticipate problems and proactively drive solutions.
• Ability to work closely with sr. management to develop, set and manage goals for Customer Service teams/associates
• Strong Integrity with the ability to handle sensitive information and maintain confidentiality
• Outstanding customer service attitude and work ethic.
• Exceptional conflict resolution and problem solving skills
• Excellent listening, written and verbal communication skills
• Flexible to meet demands of ever changing work environment • Proven leadership qualities, including coaching, mentoring, and associate development
• Demonstrates self-confidence and the ability to maintain composure in difficult situations
• Good understanding of E*TRADE Financial’s policies and procedures
• Seeks opportunities to further knowledge and participates in projects as appropriate
• High level of accountability
• Detailed understanding of the securities industry including equity and option trading
• Ability to set and achieve stretch goals while working independently
• Ability to adhere to the schedule demands of a dynamic business environment, often requiring schedule and overtime flexibility.
• Good PC skills including MS Word, MS Excel, MS PowerPoint etc.

Minimum Required Education, Certification, Training: 
• Series 7, 63 and 24 Licenses
• BS / BA Degree preferred or equivalent combination of education, training and experience with an emphasis on Finance, Business and/or Economics
• 5-Years progressive management/supervisory experience
• 3-Years experience in a securities/financial customer service setting 

For more information please contact a recruiter at:

Parallel HR Solutions

801-386-8008