VP, Service & Call Center Operations

Providing an effortless support experience is critical to achieving high client satisfaction, which results in more successful recruiting and retention. The VP of Service & Call Center Operations is responsible for delivering that experience by leading a large, multi-function team focused on a specific group of our clients. They will also partner with leadership across the organization to develop and deliver the resources necessary to provide outstanding support on an ongoing basis. The overall team will have 5 groups, three who report directly to the AVP (Concierge Support, Account Services, Advisory Support) and two with matrixed responsibilities to the AVP (Sales Supervision and Advertising Compliance). This role will also oversee the Concierge service team and will have a focus on all aspects of call center management. 

ESSENTIAL DUTIES AND RESPONSIBILITIES: To perform this job successfully, individual must be able to perform each essential duty satisfactorily: 

• Ensure clients have an effortless support experience that results in superior satisfaction ratings.
• Develop deep (trusting) relationships with our most important clients being served by the team.
• Act as primary relationship manager to the firms your team supports.
• Develop expertise in each functional area of the team.
• Respond timely to client concerns to ensure the highest level of satisfaction.
• Identify at risk clients and ensure the proper resources are applied to address the risk.
• Interpret metrics from a variety of sources and review and evaluate service issues to identify root cause and provide service direction and initiate/implement required changes.
• Interpret metrics to identify daily staffing challenges and plan for long-term staffing needs.
• Monitor queues daily across functions to ensure SLAs are being met.
• Partner with the leaders of the other service teams to identify and promote best practices.
• Partner with the leaders of the other service teams to ensure adequate daily coverage across each discipline within each concierge team.
• Develop and implement process improvements regularly to ensure Kestra Financial delivers outstanding client service experience.
• Coordinate and collaborate with other departments of the company to establish and carry out responsibilities.
• Provide leadership across the multi-function team and promote healthy communication among the team, across the firm and with our clients.
• Motivate the team to provide outstanding client service.
• Manage team to maximize efficiency and productivity.
• Partner with subject matter experts (SMEs) to ensure training needs of the team are met and process and controls are up to date and sufficient.
• Develop staff and provide a career path between the different service disciplines.
• Effectively manage and develop functional team managers/supervisors/leads/seniors.
• Partner with Quality Client Experience team for consistent messaging of service expectations.

KNOWLEDGE, SKILLS, AND/OR ABILITIES: To perform this job successfully, individual should have the following skills and abilities. 

• Working knowledge of call center software & metrics.
• Experience with staffing/scheduling of a call center to ensure proper coverage for our clients (Workforce management).
• Experienced with evaluation of both individual and team performance in order to implement achievable goals to improve efficiency and advisor satisfaction.
• Ability to monitor, analyze, and implement changes to address call center volume quickly and strategically.
• Lead departmental and organizational initiatives that impact the call center’s operational goals, often with the partnership of other departments.
• Must have experience in being a trusted escalation point for clients and understanding the appropriate situations to advocate versus lobby on behalf of both our clients and the call center team.
• Experienced in analyzing and preparing reports for upper management.
• Partner with Supervisors/Managers to hire, train, and continually motivate and engage with the team.
• Experience with Salesforce is preferred.
• Ability to interact well with internal and external customers.
• Excellent communication skills, both written and verbal, including public speaking.
• Individual must also possess good analytical skills and problem solving skills.
• Strong organizational skills and ability to prioritize tasks.
• Multi-task and adjust to changing priorities in a fast-paced environment.
• Ability to build and maintain trusting relationships within the firm and with clients.
• Proficiency with Microsoft Office products including Word, Excel, Outlook, and PowerPoint.
• Knowledge of Internet and ability to research and retrieve information.
• Understanding of Kestra Financial departments, company and team’s role in the organization.
• Understanding of the independent financial advisor industry.
• Management/supervisory and performance management experience required.
• Strong motivational and coaching skills.
• Ability to travel up to 15%.

SUPERVISORY RESPONSIBILITIES: 

• Client Service Supervisors
• Client Service Senior Associates

EDUCATION AND/OR EXPERIENCE: 

• College degree required or combination of equivalent industry related experience.
• Minimum 5 years call center management, service team, and/or operations experience supporting professional level clients in a management capacity.
• Series 7 License required. Series 24 is preferred.
• Financial Services industry experience.

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