Supporter Care Manager leading a dedicated team at Anthony Nolan to enhance the supporter experience. Overseeing enquiries, income processing, and driving improvements in supporter care services.
About the role
- Lead a team of Financial Service Professionals supporting top tiered advisors at LPL Financial. Manage performance, coach staff, and enhance client experiences in a dynamic environment.
Responsibilities
- Directly lead and guide a team of about 10 service professionals, establishing performance and career objectives, providing coaching, and fostering motivation and team engagement to achieve optimal results.
- Coach individual team members in real-time, inclusive of coaching sessions after pain points identified or client escalation to further develop your team’s call management skills.
- Support Service Professionals and clients through service escalations, as needed.
- Use performance reports, including individual frontline metrics and various team metrics to better coach and develop your team, and manager performance as necessary.
- Identify team performance trends and areas for improvement to enhance team efficiency and advocate for additional resources when necessary.
- Identify, interview, and hire exceptional team members, ensuring thorough evaluation and strategic selection.
- Execute administrative management responsibilities, including timecard approvals, reviewing time-off requests, and monitoring attendance.
Requirements
- SIE and Series 7 required within 90 days
- Minimum of 3 years as a team lead or manager of a team
- Discover and craft a development plan filled with tasks and deliverables that are personalized to the employees growth strategy
- Comfort with ambiguity with an ability to learn quickly and thrive in a complex, growth-oriented and dynamic environment
- Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them
- Foster a culture of engagement, diversity and inclusion
- Constantly working on developing team members for succession planning.
Benefits
- 401K matching
- health benefits
- employee stock options
- paid time off
- volunteer time off
- competitive total rewards package
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