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 Sr Manager will manage a group of service and sales support representatives in supporting various activities intended to enhance sales production and efficiency across Workplace Planning & Advice (WPA) sales. The manager will be responsible for two distinct functions: a Service team that is primarily customer facing to handle service requests end-to-end via inbound and outbound calls and a Sales Support team that is primarily sales representative to support the efficient follow through of sales activities such as funding, lead sourcing and asset gathering.
Representatives handle service requests, transactions, research and other support activities are completed in a timely manner with high customer satisfaction. The manager will also be responsible for identifying efficiency opportunities in bringing the two groups together, improving workflows and processes to drive point of contact resolution and a culture of ownership, customer service excellence and teamwork.

What you will do:

• Drive efficiency and enable sales productivity through workflow optimization, referrals, and handoffs between sales and service reps
• Support achievement of sales targets through identifying opportunities for fulfillment and resolution of sales activities
• Manage a team of service representatives that handle inbound calls from customers seeking to handle various transactions related to their Empower plan: rolling assets into plan, withdrawing funds, completing paperwork, enrolling in plan, etc.
• Manage a team of sales support reps that are aligned to Sr Retirement Consultants to drive sales and increase efficiencies: follow up on sales activities, provide administrative support for funding/ paperwork requirements, support lead sourcing, make outbound calls to follow up on service requests
• Drive point of contact resolution and a culture of ownership, customer service excellence and teamwork
• Hire, develop and train sales support and service representatives at various stages of tenure and skill
• Establish, report and improve key success metrics success as productivity, assisted sales metrics, successfully completed transactions, etc
• Coach and manage quality, monitoring calls, activities, schedules, and workflows to ensure high level of work quality
• Identify and implement professional development opportunities
• Recruit and retain talent
• Strategize with sales and retention teams to increase win ratios and channel first-hand feedback to improve team success rates
• Develop and maintain competitive intelligence on both features and technical processes
• Handles and resolves complex customer requests or escalations
• Ensures service metrics and quality goals are achieved/exceeded
• Field escalated issues from representatives, clients, and participants
• Work with VP of Sales to continue to evolve customer centric culture, high issue resolution rate, and new workflow adoption across the entire Retirement Consultation department.
• Maintains focus and drives team to meet all Key Performance Indicators and other primary metrics
• Performs data, metric and financial analysis to understand business trends, identify innovation opportunities and ongoing competitive positions of the business.
• Manages risk, supervisor and compliance controls.
• Leads and participates in individual goals, project and company meetings as necessary.

What you will bring:

• Bachelor's Degree or an equivalent combination of education and professional work experience
• FINRA Series 6, 26, and 63 registrations required within corporate-established timelines.
• FINRA fingerprinting required.
• 2-5 years demonstrated success in financial services and/or sales and/or customer service leadership
• Proficient knowledge of Windows, Microsoft Office Software (Word, Excel, PowerPoint, Excel, etc.) and various file manipulation skills on a PC
• Expert managing multiple priorities and ability to handle stressful situations and people on a daily basis
• Excellent written, verbal and presentation skills
• Solves complex problems; takes a new perspective on existing solutions
• Advanced consulting skills
• Motivated, self-starter with the ability to master new information quickly and independently
• In-depth understanding of IRAs, retirement investment products/services and the qualified retirement plan environment desired
• Actively facilitates and reinforces a customer-focused culture; employ s critical thinking and problem solving to promote customer loyalty
• Maintains connectedness to customers; understands customer s needs objectives and goals
• Manages and reinforces customer-focused values by messaging, modeling and rewarding commitment to customer handling, satisfaction and loyalty
• Quickly identifies and clearly addresses customer-impacting training and performance gaps
• Fluent English
• Ability to work overnight hours

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.

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.