Description:
The Team Manager, Accounts Transfers, manages a functional team of operations employees. This role manages the day to day operations of Accounts Transfers team ensuring processing volumes across all available queues and Service Level Opportunities (SLO) are met. This role is responsible for ensuring that Fidelity's brand and reputation is protected by adhering to Fidelity's compliance and risk framework.
The ideal candidate is a natural coordinator who has a strong sense of big-picture objectives and a sharp eye for detail.
What You Will Do
Operations management.
- Daily review of departures
- Responsible for overseeing and assessing the daily workload of the respective operations team, to ensure accepted policies and procedures are adhered to, client needs are exceeded and that any risk to FCC or its client is mitigated.
- Provides functional area expertise, oversight, problem resolution, training, analysis, and reporting as required across a variety of group responsibilities.
- Works closely with the Account Transfer Manager on other special planning and departmental projects
- Oversee business practices in Account Transfers and improve them when necessary
- Compliance and risk management.
- Develop and maintain supervisory procedures that are designed to strengthen regulatory and risk controls for assigned team.
- Participates in internal and external audit engagements;
- Accountable for identifying issues and risks (financial and regulatory); resolves where possible or escalates appropriately
- People management.
- Provide regular coaching and feedback to help employees meet business objectives and enhance individual performance.
- Ensure employees understand the values, policies and procedures of Fidelity and their business unit.
- Ensure team receives the training on the skills and knowledge to proficiently perform the role.
- Ensure Employees have the necessary tools to perform and be successful at their job.
- Provides input into business planning and resource planning
- Provides subject matter expertise and plays a project lead role in corporate and divisional projects and initiatives, including client onboarding.
- Ensuring a positive client experience from all business units.
- Working relationships.
- Collaborates with other Operations Team Managers and senior management within the Operations Departments to resolve problems, enhance processes and seek the most efficient way in processing transactions
- Collaborate with external business partners such as 3rd party vendors, custodians to communicate and resolve issues
- Seeks out Continuous Improvement opportunities to enhance ease of doing business for clients and to further support the team
The Expertise You Bring
- Strong customer service orientation and excellent written and verbal communication skills
- Organized self-starter, with a customer service focus and ability to manage a team and complex tasks
- Effective management skills including ability to motivate people
- Proven experience in building and managing relationships with customers and team
- members.
- Contributes to divisional and departmental initiatives by contributing to the success of assigned projects
- Ability to learn and teach on systems and products quickly and gain an understanding of FCC’s product offerings