Operations Manager
5 days ago
Albuquerque
Job Description The Manager is responsible for overseeing the day-to-day operations and ongoing of all departments with a focus on onboarding, training, and coaching of all team members to drive consistent execution to achieve customer satisfaction, and productivity, meet daily service levels, and build team adherence to company compliance requirements and procedures. Essential Functions Ensures that each prospective and existing client receives exceptional customer service by maintaining outstanding processing standards and solid product knowledge. • Develops and implements plans to manage daily workflow and meet service level and productivity goals within the department and roles, • Manage data collection for team metrics to achieve productivity targets, eliminate errors, and deliver excellent customer service., • Ensure accuracy and consistency and implement improvement to the departmental processes/ procedures, • Ensures all team members in accordance with departmental procedures and company policies, • Deliver monthly team training to aid in employee development which include PowerPoint, relevant roleplaying scenarios, and quiz, • Monitor the quality, policy adherence, and efficiency of service provided by team members by completing monthly processing and call audits, • Conduct monthly scorecard performance reviews with each team member of Operations along with reviewing audit findings, • Ensures team members understand and comply with all team objectives, performance standards, policies/procedures, and company core values, • Review ongoing performance results for all employees in Operations, takes corrective measures with authorization, escalate as needed, • Review and conduct all phone/formal operational interviews; recruit top talent to build a virtual bench to meet hiring needs of the team, • Conduct the new hire onboarding process and training, • Provide a positive and efficient onboarding training process for all new hires, • Perform all duties and responsibilities in a timely and effective manner following established company policies to achieve the overall objectives of the Company, • Maintain a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working environment that will be conducive to maximizing employee morale, productivity, and efficiency/effectiveness, • Establishes and maintains credible, professional relationships with clients, internal business lines, and external vendors., • Project a favorable image of the Company to promote its aims and objectives and foster and enhance recognition and acceptance of all its areas of endeavor, • Keep the Company Management team promptly and thoroughly formed of all problems or unusual matters of significance and takes prompt corrective action where necessary or suggest alternative courses of action which may be taken, • Performs all necessary supervisory functions to manage the team members effectively and efficiently, • Communicate areas of accountability and performance expected of team members, • Manage escalated client issues and ensures that they are resolved in a timely manner, • Recommends incentives, salary adjustments, transfers, promotions, and dismissals, • Stays up to date on industry regulations, trends, and technology, • Works closely with the executive team to ensure all operational, administrative, and compliance functions within the firm are being properly executed in accordance with regulatory-based best practices, • Strong leadership skills to manage, mentor, and develop a team, • Ability to foster a collaborative environment, set clear expectations, and provide coaching and performance feedback, • Strong critical thinking and problem-solving abilities, • Experience in identifying, assessing, and mitigating operational risk, • Exceptional attention to detail, • Flexibility to pivot and implement changes to enhance efficiency, • Bachelor’s degree in business administration, Finance, Accounting, Operations Management, or a related field, • Experience in operational or call center environments, • Proven experience in supervising, coaching, and developing staff to enhance team performance and achieve organizational goals, • Demonstrated ability to recruit and hire top talent Company DescriptionSpecialized Trust Company is a boutique financial services firm that specializes in allowing clients to self-direct their retirement, education, health savings and 401(k) accounts into alternative assets like real estate, notes, mortgages, trust deeds, precious metals, FOREX and virtually anything the government allows. Specialized Trust Company is built for you, our client. From our “pick your own fee approach”, to our custom designed systems to our highly skilled professionals, STC is a different type of company in just about every way. We invite you to experience for yourself the Specialized Difference, but if you would like to know more about Specialized Trust Company, we’ve compiled a list of 10 reasons why you should choose us for your IRA needs. What Separates Us from All Others? Service | Education | Support | Community | Innovation | ProtectionSpecialized Trust Company is a boutique financial services firm that specializes in allowing clients to self-direct their retirement, education, health savings and 401(k) accounts into alternative assets like real estate, notes, mortgages, trust deeds, precious metals, FOREX and virtually anything the government allows.\r\n\r\nSpecialized Trust Company is built for you, our client. From our “pick your own fee approach”, to our custom designed systems to our highly skilled professionals, STC is a different type of company in just about every way. We invite you to experience for yourself the Specialized Difference, but if you would like to know more about Specialized Trust Company, we’ve compiled a list of 10 reasons why you should choose us for your IRA needs.\r\n\r\nWhat Separates Us from All Others?\r\n\r\nService | Education | Support | Community | Innovation | Protection