Job Description
DIRECTOR/VICE PRESIDENT, WORKPLACE PHONES OMAHA, NE AREA ONLY
Omaha, NE
Job Description:
The Director/Vice President of Participant Services is responsible for leading remote customer service teams in Omaha, NE as they educate our customers on various plan details and financial choices within their employer sponsored plans. You will be working from home and need to be comfortable or have had experience working remotely/independently from a personal home-based office. Must live within 60 miles of the Greater Omaha metro area.
The Role
In this role, you will be a member of the Participant Services site leadership team and have responsibility for strategic planning, employee engagement and development, efficiency, call volume management and customer satisfaction. The role also has a National focus and influences strategic direction of key initiatives as required for efficient service delivery across sites. The individual will work closely with the Participant Services Strategy team, Readiness, Program Execution, Account Managers, and Plan Sponsors as appropriate to ensure site service excellence and the organization is meeting defined service level agreements.
The Expertise You Have
- Bachelor’s Degree, advanced degree, or equivalent experience preferred
- Eight + years business or related proven experience
- Five + years of Management experience
- Series 7, 63, 9 and 10 strongly preferred or will need to be acquired within 6 months of assuming the role
The Skills You Bring
- Proven leadership, critical thinking, goal setting, planning and decision making
- Ability to maintain focus and accountability to achieve business results while managing risk
- Robust call center operational knowledge and expertise
- Successful talent management and development
- Ability to build relationships with business partners to resolve end-to-end process issues and champion improvements to the customer and associate experience
The Value You Deliver
- You build and maintain collaborative relationships with the internal direct leadership team and business partners at the local and national level to proactively identify, communicate, and resolve situations that impact the business line effectiveness and service delivery to customers.
- You establish strategic direction by integrating the organization’s strategies, goals and vision at the regional level.
- You create a climate where associates are motivated and empowered to develop themselves and to continuously raise the bar in serving our customers, as well as fostering an environment/culture where associates are able to bring their whole, authentic selves to work.
- You make decisions based on anticipated future trends, issues and business drivers in order to set strategic direction for the organization at site and national level.
- You serve as a leader for national strategic issues in Workplace Investing, Workplace Solutions and Participant Services.