Retirement and Wealth - Support Manager (Remote)

R&W Support Managers report to a Sr. Manager, or Director, R&W Support. This role within the R&W Support team is responsible for leading a team committed to providing a high level of service to existing Inspira clients who are saving and investing for retirement. This Manager will leverage data to manage team performance & career development, such as, coach and engage with team members to drive an elevated level of performance, promote ownership and accountability, and evaluate team and individual performance to achieve goals and objectives. Support Managers are expected to be experts in their part of business and will collaborate as a consultant or partner to various workgroups, such as product, digital, account management and operations. A Support Manager may also have a dedicated or shared Team Lead as a resource to assist them with daily operations within the team. The incumbent will have demonstrated experience responding to and meeting client needs and knowledge about investing, and asset types including traditional and alternative assets. The role’s primary responsibility is to support the activities and inquiries from non-advised clients related to trading, cash movement, fee payments, statements, tax reporting and other topics as driven by client request.

Duties & Responsibilities:

• Continually improve the performance of the team with coaching, skills transfers, 1-1 development, team meetings, and recognition.
• Supervise a team of Support Specialists that provide daily support and service to account holders.
• Ensure the team consistently meets established service levels, quality, and survey KPIsEnsure the team in compliant with all phone related metrics, such as schedule adherence, attendance, and After Call Time
• Share information gathered from conversations with account holders with the Senior Manager, Product and Sales to provide insight into the client activities and requests to drive future product enhancements
• Create an environment that encourages trust, respect, and transparency
• Work cross-functionally with various individuals at all levels of the business, both internally and externally, to maximize service
• Maintain a positive work atmosphere with the team and internal departments
• Partner with the appropriate Employee Relations and Human Resource teams on all employee matters, including but not limited to corrective actions, terminations, performance improvement plans, review cycles, payroll, and leave of absence
• Promptly address any escalated client service issues, bringing in internal partners as needed to resolve
• Work closely with Technology and the Management Team on program enhancements
• As necessary, provide answers to accountholder inquiries regarding Inspira’s products, and services, including taking escalated calls as needed
• Maintain a professional approach to accountholder service, consistent with Inspira protocol and service levels
• Can work all hours that the internal contact center is open
• Other duties as assigned

Additional Manager Responsibilities:

• Responsible for collaborating with the Talent and Acquisition team to recruit and hire new staff.
• Work with the Training and Quality team to coordinate training for all new hires.
• Oversee day-to-day workflow of the team
• Provide constructive and timely feedback to staff, including conducting mid-year and annual performance reviews
• Track and monitor to ensure all Compliance Training courses are completed timely
• Collaborate with HR on any performance related issues related to performance improvement plans. Ensure documentation is detailed, clear, and concise.
• Assist with call lab coaching and STEP academy as needed
• Coverage for a peer who is out of office

The typical schedule for this position is Monday through Friday, from 11:30 a.m. to 8:00 p.m. CT.