Manager-Retirement Client Services Training

2 weeks ago

Remote, Oregon, United States Ascensus Full time

Section 1: Position Summary

Responsible for managing a team of Client Services coaches. Responsible for implementing a Learning and Development and associate onboarding strategy that will lead to increased client satisfaction, client retention and a positive associate experience. Partners with leadership to determine department and associate needs and create learning and development strategies related to those needs. The Manager will lead the Client Services team in creating an environment that promotes achievement and professional growth.

Section 2: Job Functions, Essential Duties and Responsibilities

  • Create the ongoing Learning and Development program in accordance with business needs, updated ERISA/IRS/DOL regulatory requirements, and client/partner service level commitments.
  • Develop Client Services team holistically on industry knowledge, general business skills and professional development.
  • Provide leadership team members within Client Services with substantial, regular feedback on new hire training and associate performance, including the review of key milestone reports for both new hires and existing associates.
  • Partner with Corporate Learning and Development team related to the creation of technical, product and soft skill training programs to supplement the new associate orientation program. Assess training needs and re-training requirements across Client Services.
  • Motivate, lead and support team members to provide excellent customer service by ensuring that staff is properly trained to respond to inquiries in a professional manner.
  • Create and implement innovative strategies to educate associates with various learning styles.
  • Ensure the quality and consistency of course content semiannually, identifying reinforcement opportunities.
  • Participate in the hiring process by conducting interviews and evaluating candidates.
  • Responsible for providing team members with substantive, periodic feedback on performance, including the completion of performance planning, performance updates and the annual performance appraisal.
  • Responsible for protecting and securing all client data held by Ascensus to ensure against unauthorized access to and/or improper transmission of information that could result in harm to a client.
  • The I-Client philosophy and the Core Values of People Matter, Quality First and Integrity Always should be visible in your actions on a day to day basis showing your support of our organizational culture.

Supervision

  • Responsible to supervise a team of Client Services Coaches

Section 3: Experience, Skills, Knowledge Requirements

  • Bachelor's Degree required; adult learning experience preferred
  • Advanced degree or industry specific certification (ASPPA, CEBS, etc.) strongly preferred
  • 3-5 years supervisor/managerial industry experience
  • 7-10 years overall industry experience
  • Proficiency with Microsoft Office.
  • Excellent analytical and problem solving skills
  • Ability to work well under pressure with multiple priorities and deadlines
  • Superior interpersonal skills
  • Superior presentation skills
  • Superior written and oral communication skills
  • Superior conflict resolution skills
  • Superior project management skills
  • Superior coaching and mentoring skills
  • Ability to travel as required

We are proud to be an Equal Opportunity Employer

Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from or email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website.

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