Sr. Manager, H&B Support (Remote)

The Sr. Manager, H&B Support will report to the Director, or Sr. Director in the H&B Support Department. This role is responsible for ensuring an elevated level of service to individual and automatic rollover account holders who are saving and investing for retirement and improving the overall retention of accountholders. The incumbent will have demonstrated experience leading a team(s) of H&B Support Managers, promoting exceptional service delivery and client success, as well as extensive knowledge about Inspira Financial, investing and asset types including traditional, Roth and alternative assets.

The role’s primary responsibility is to manage a team of H&B Support Managers to provide the highest level of service and encourage their teams to work with investors to remain accountholders of Inspira Financial. The incumbent will be expected to promote Inspira Financial services, as well as promote teamwork and a positive working environment. The Senior Manager will typically manage 1-3 H&B Support Managers.

Duties & Responsibilities:

• Oversee the operations and performance of the H&B/R&W Support teams, encouraging accountholder retention and investment at Inspira Financial

• Define strategy and service level agreements (SLAs) to align with overall Company and department initiatives and ensure all KPI’s are met.

• Guide, coach, and develop the leadership teams to reach performance and retention goals;

• Lead team structure design, compensation, headcount planning, recruiting, and promotion process.

• Optimize, develop, and implement strategies to deliver the highest level of service.

• Measure and continuously improve customer retention.

• Monitor and analyze data to meet service level and retention goals.

• Manage escalated service issues and implement new processes to avoid future occurrences.

• Work cross-functionally with various individuals at all levels of the business, both internally and externally, to maximize service.

• Other responsibilities as assigned.

Management Responsibilities:

• Responsible for collaborating with the Talent and Acquisition team to recruit and hire new leaders.

• Provide constructive and timely feedback to leaders, 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.

Qualifications

Education & Experience:

• 7-10 years of experience in financial services preferred with at least 3 years of experience in leadership

• Bachelor's Degree and/or 5-7 years Financial Services or Client Servicing experience.

Skills & Abilities:

• Client-driven to deliver exceptional service

• Ability to promote products and services with a goal of retaining customers.

• Strong leadership skills with the ability to motivate and inspire a team to achieve retention goals.

• Excellent communication and interpersonal skills with the ability to drive change.

• Ability to solve complex issues, both independently and in a collaborative team environment.

• Excellent analytical skills with a proactive nature.

• Strong organization/collaborative skills with a drive to meet deadlines.

• An aptitude for prioritization and multi-tasking.

• A drive to learn and apply new concepts quickly.

• Possess an elevated level of knowledge of investing and various asset types.

• Possess an elevated level of knowledge regarding IRAs and applicable IRS code.

• Action oriented - should be motivated by challenging opportunities and thrive in fast paced environment.

• Elevated level of composure - must be cool under pressure and in challenging situations and respond in a patient and professional manner.

• Operate efficiently with a high degree of accuracy.

• Consistent, sound decision making capabilities.

• Elevated level of ethics and values - must act in accordance with Inspira mission, vision, and values.

• Ability to solve complex issues, both independently and in a collaborative team environment.

• Experience with Salesforce CRM a plus

Other Requirements:

• Infrequent travel 10%

• Prolonged periods of sitting at a desk and working on a computer