Asset & Wealth Management Operations - Complaints Management - Analyst

• Lead, manage and supervise the day-to-day operations of a team of 15-18 representatives
• Monitor and evaluate performance of the team, rewarding behaviors and/or performance when appropriate and addressing any issues as they arise
• Train, provide direction and enforce policies and standards to help the team achieve departmental goals and objectives
• Create and maintain an environment with intense focus on customer satisfaction and professional customer support balanced with consistent achievement of standard business objectives
• Conduct weekly one-on-ones and bi-monthly staff meeting, as well as on-the-spot coaching/feedback
• Monitor cases and work closely with the QA teams to closely manage ongoing professional and personal development of operations team members
• Provide hands-on assistance to team members while serving as an escalation point for the operations customer issues and complaints
• Offer guidance to the management team in such areas as real time operational performance, ensuring that service level targets are achieved as set by the business
• Recommend improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy
• Assist in project planning and identification of issues by monitoring projects and delivering the improvement/process on time
• Assist with interviewing and selection of team members and serve as a role model/mentor to your team and others

BASIC QUALIFICATIONS

• Minimum of 1 years management experience within customer service environment

PREFERRED QUALIFICATIONS

• Experience in a retail banking environment/Insurance environment
• Deposit Back Office experience

PREFERRED SKILLS

• Proven ability to lead by example, with a positive attitude
• Ability to lead teams and drive performance standards
• Good interpersonal skills and strong customer focus
• Excellent analytical and problem-solving skills (with a view to support changes to processes), and works well under pressure
• Is adaptable, has high-energy levels and desire to help others work towards targets and develop their skills
• Ability to lead teams, juggle across various workstreams and drive performance standards
• Good leadership skills and the ability to motivate and develop staff
• Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment with a passion to deliver exceptional service to customers