Senior Manager, Omni-Channel Participant Services

Role Overview

• Lead the execution, adoption, and ongoing expansion of live chat services as a strategic participant engagement channel.
• Manage a team supporting participant interactions across phone, chat, and email channels.
• Drive cross-channel efficiency by aligning resources to meet fluctuating participant demand and service needs.
• Monitor and manage performance against service level agreements, productivity goals, quality standards, and operational metrics.
• Serve as a Supervising Principal for FINRA-licensed representatives, ensuring adherence to regulatory requirements and supervisory responsibilities.
• Identify and implement AI-driven and automation opportunities to streamline workflows, improve response times, and enhance the participant experience.
• Provide coaching, development, performance feedback, and ongoing support to team members.
• Oversee quality monitoring programs and ensure compliance with organizational policies and regulatory requirements.
• Resolve escalated and complex participant issues with a focus on service excellence and timely resolution.
• Analyze participant interactions and operational data to identify trends, risks, and opportunities for improvement.
• Partner with cross-functional teams to implement service enhancements and support strategic initiatives.
• Lead process improvement efforts that increase efficiency, consistency, and service quality.
• Support workforce planning, staffing strategies, recruiting, and hiring decisions.
• Ensure adherence to schedules, operational standards, and departmental expectations.
• Foster a collaborative, positive, and high-performing team culture.

Requirements

• Bachelor’s degree in Business or a related field preferred; in lieu of a degree, 4 additional years of directly relevant financial services experience required.
• Minimum of 5 years of leadership experience in a contact center, participant services, or financial services environment.
• Minimum of 2 years of customer service experience, preferably within financial services, banking, or a contact center environment.
• FINRA Series 6, 63, and 26 licenses required.
• FINRA fingerprinting required.
• Demonstrated ability to consistently achieve or exceed performance and operational goals.
• Experience leading teams across multiple service channels, including phone, chat, and email.
• Proven ability to coach, develop, and motivate individual contributors.
• Strong written, verbal, and interpersonal communication skills.
• Knowledge of retirement plans, including 401(k), 403(b), 457, and IRA products.
• Understanding of FINRA, SEC, and related regulatory requirements.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to manage multiple priorities and adapt in a fast-paced environment.

Benefits

• Medical, dental, vision and life insurance
• Retirement savings – 401(k) plan with generous company matching contributions (up to 6%), financial advisory services, potential company discretionary contribution, and a broad investment lineup
• Tuition reimbursement up to $5,250/year
• Business-casual environment that includes the option to wear jeans
• Generous paid time off upon hire – including a paid time off program plus ten paid company holidays and three floating holidays each calendar year
• Paid volunteer time — 16 hours per calendar year
• Leave of absence programs – including paid parental leave, paid short
• and long-term disability, and Family and Medical Leave (FMLA)
• Business Resource Groups (BRGs) – BRGs facilitate inclusion and collaboration across our business internally and throughout the communities where we live, work and play. BRGs are open to all.