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Supervisor, Operations

3 months ago

Westlake, United States Equity Trust Company Full time

*This position is based out of our Westlake, OH office and is eligible for a hybrid schedule after probationary period.



JOB SUMMARY:

The Supervisor, Operations of Investments provides guidance and oversees the Investment Operations. Works closely with Team Leads to ensure the team members are meeting both team and individual expectations. Cultivates positivity about the Company and supports initiatives, encouraging team members to do the same.


ESSENTIAL FUNCTIONS:

• Monitors team performance to ensure that investment requests and incoming phone calls are handled within designated service levels

• Monitors both call and operational audit findings to ensure team is meeting quality standards

• Ensures balance in workloads, using historical data to forecast potential for incoming requests and providing coverage during absences and times of high volume

• Provides ongoing coaching to team members as necessary in addition to creating annual performance evaluations



OTHER FUNCTIONS:

• Cultivates relationships and communicates with internal and external partners

• Assists as needed with escalated requests

• Updates procedures and ensures team members are educated regarding changes

• Ensures proper staffing for coverage including hiring, coaching, and training new associates

• Performs other duties as assigned



QUALIFICATIONS:

Education and Experience:

• High School Diploma or GED required

• Associate’s Degree in Arts/Science preferred

• Minimum 2 years of experience in retirement industry

• Minimum 5 years of experience in a fast paced, customer driven environment



PROFESSIONAL CERTIFICATION(S):

• None required



TECHNICAL SKILLS:

• Expert level proficiency in Microsoft Office



BEHAVIORAL COMPETENCIES

In addition to the Core Company competencies of Customer Focus, Collaboration & Teamwork, Integrity & Trust, and Self-Development.

• Business Acumen • Decision Quality

• Develops Direct Reports • Managerial Courage

• Dealing with Ambiguity • Drive for Results



PHYSICAL DEMANDS/WORK ENVIRONMENT:

This job operates in a professional office environment. This role routinely uses standard office equipment. While performing the duties of this job, the Associate is regularly required to speak and hear. The Associate is frequently required to sit for extended periods of time, stand, walk, use hands and fingers, and reach with hands and arms. It requires the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.



DISCLAIMER/ASSOCIATE ACKNOWLEDGEMENT:

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.


Equity Trust Company is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.