Senior Team Lead

1 month ago

Westlake, United States Equity Trust Full time
*This position is based out of our Westlake, OH office and is eligible for a hybrid schedule after probationary period.

JOB OVERVIEW:The Senior Team Lead of Asset Servicing, Asset Resolution, Public Investments and Quality Control supports the teams with day-to-day workflow, process implementation, and problem-solving to ensure the team achieves their daily goals in production and service. Acts as the first point of contact for support, complex situations and escalations and sees issues through to resolution. As a subject matter expert, serves as a resource and provides guidance by sharing knowledge and skills with the team members. Helps to support and implement operational change initiatives that increase overall customer satisfaction.
RESPONSIBILITIES & DUTIES:
  • Provides team direction and makes decisions regarding day-to-day inquiries, call volume levels for all processes. This includes work for Asset Servicing, Public Investments and the Asset Resolution Analyst team.
  • Assists the Asset Resolution Analyst in the research and remediation to resolve transactional discrepancies and escalations identified in the daily reconciliation of transactions. This may involve working directly with our transfer agent partners.
  • Assists the Quality Control Representatives with any escalation or urgent requests and ensuring that each account reflects the funding and value of the asset accurately and funds are disbursed based on client instructions.
  • Leads the team in managing the daily workflow, maintaining service-levels and providing support to the team as needed during high volumes.
  • Assists with identifying training opportunities across all teams.
  • Assists with recommending improvements to the daily workflow while maintaining and implementing new and/or revised department procedures.
  • Identifies opportunities to improve efficiency, quality, and consistency within the teams.
  • Monitors outages and identifies trends to provide recommendations to mitigate future occurrences.
  • Coordinates and monitors signing of documents for Investment purchases and sales.
  • Works with Asset Sponsors to obtain appropriate tax reporting requirements and pricing updates.
  • Assists with monitoring and updating corporate actions.
  • Partners with Legal and Compliance departments to ensure assets are compliant with corporate policies.
  • Monitors production statistics, quality audits, and NPS performance and escalates to management if numbers are not in accordance with company policies.
  • Reviews reporting for the incentive and daily efficiency goals for all associates in the absence of the supervisor or senior manager.
  • Reviews daily reporting for high market values to ensure accuracy in all client accounts.
  • Performs other duties as assigned.

QUALIFICATIONS:
  • High School Diploma or GED required.
  • Bachelor’s Degree Preferred.
  • 2 years of leadership experience.
  • 3 years of experience in retirement industry/financial industry preferred.
  • Minimum 5 years of experience in a fast paced, customer driven environment.

PROFESSIONAL CERTIFICATIONS:
  • None required.

TECHNICAL SKILLS:To be successful in this role, you should have experience with and an understanding of the following:
  • Intermediate level proficiency in Microsoft Office.
 CULTURAL COMPETENCIES:In addition to our core company competencies of Cultivates Innovation, Nimble Learning, Action Oriented, Collaborates, and Being Resilient, a successful candidate in this role should exhibit the following behavioral competencies:Communicates Effectively | Customer Focus
Plans & Aligns | Balances Stakeholders

PHYSICAL DEMANDS/WORK ENVIRONMENT:This job operates in a professional office environment and 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, as well as stand, walk, use hands and fingers, and reach with hands and arms. This job 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.

About Equity Trust:

Equity Trust empowers individual investors and financial professionals by removing the barriers to investment freedom. As an IRS approved custodian, we fulfill the custodial and administrative duties required for each type of investment account our clients hold.With an Equity Trust account, clients have the opportunity to invest in alternative assets such as real estate, precious metals, private equity, and more. Additionally, clients can invest in traditional assets such as stocks and mutual funds – all through a single custodian.As an industry-leading custodian of alternative assets in tax-advantaged accounts, our 45-year* track record of excellence is unmatched in the industry. Equity Trust streamlines the investment experience by offering optimized solutions, processes, and service.As a directed custodian, Equity Trust does not provide tax, legal or investment advice, nor do we offer or sponsor any proprietary investment products.

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