Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

The primary responsibility of the Lead Specialist - Empower Personal Wealth Quality Assurance is to assist management with day-to-day leadership tasks of the Quality Assurance team(s). The Lead Specialist will also assist with the training and function expansion of the teams as needed.  They will lead dispute processes and meetings and conduct audits of a sampling of reviewed calls to ensure consistency and accuracy of quality reviews.

ESSENTIAL FUNCTIONS:

• Collaborate with team members to ensure smooth workflow of operations & support Manager during the business needs.
• Provides guidance to the team on day-to-day processes and escalated items related to oversight/review tasks.
• Leads dispute or team calibration processes by holding meetings, gathering data and feedback, coordinating decisioning and updates as needed, as well as follow up communications, procedure updates for clarity and/or training to team as needed.
• Conducts audits of completed reviews to ensure consistency and accuracy of team reviews. Prepares summary of findings, develops and executes any action plans needed based on findings.
• Ensuring daily parameters and internal benchmark parameters are met consistently.
• Development and maintenance of Standard Operating Procedure (SOP) and other documentation to ensure smooth flow of work.
• Procedure Review to verify if the existing procedures are up to date for the current requirement.
• Identifying knowledge gap within the team and execution of refresher training
• Completing assigned responsibilities within timelines
• Facilitate problem solving and collaboration with team.
• Excellent organizational and time management skills.

• Perform the role of an SME with an ability to provide thoughtful reasoning on why particular process needs to be followed.
• Completes complex tasks, assignments, and requests as needed.
• Assists team with daily activities as needed to ensure coverage and/or to handle volume spikes

QUALIFICATIONS:

• Bachelor’s Degree in related discipline or appropriate work experience in retirement / wealth management / financial service industry
• 6+ years of experience in Banking/Financial Services/Operations.
• Working knowledge of retirement plans, retail investment and advisory products preferred
• Intermediate skills using Microsoft Office products
• Sound reasoning and critical thinking
• Excellent written and verbal communication skills
• Experience in peer review or QC/QA role
• Attention to detail is a must

WORKING CONDITIONS: Normal Office Working Conditions: this job operates in a professional office environment and routinely uses standard office equipment.

This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications of the job.  The employer has the right to revise this job description at any time.   You will be evaluated in part based on your performance of the responsibilities and/or tasks listed in this job description.   You may be required perform other duties that are not included on this job description.  The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

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We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics, are encouraged to apply.  All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.