SUMMARY
The Manager, Account Services oversees the Transfer Agent Operations Team, interacting directly with clients, financial representatives, vendors, and associates. Additionally, this role is pivotal in developing team members, refining processes, and ensuring accountability.
KEY ACCOUNTABILITIES
- Ensures timely processing of all transactions through workflow management.
- Interprets fund prospectuses and ensure accurate processing.
- Develops detailed procedures and instructions for the processing team.
- Authorizes processing exceptions per management guidelines.
- Provides information and answer questions for fund family contacts.
- Determines and interprets required legal documents for processing.
- Ensures compliance with SEC, NICSA, and FINRA regulations.
- Interprets IRS regulations for retirement plans and tax reporting.
- Resolves and processes IRS Tax Levies.
PERSONNEL MANAGEMENT
- Manages associates within department including, but not limited to, hiring, training, and developing associates, delegating work assignments, writing, and conducting performance appraisals, salary recommendations, coaching and counseling, and administering corrective actions.
- Conducts one-on-one and team meetings with associates on a regular basis to discuss new procedures, problems, and issues.
- Establishes team and individual goals for department.
- Fosters performance of associates and the processes used by them; holds the associates accountable for their work.
WORKING RELATIONSHIPS
- Mentors associates through instruction, coaching, real-time on-the-job experiences, and effective practice modeling.
- Maintains frequent contact with fund advisor executives and financial brokerage representatives.
- Manages escalated situations with difficult callers or clients.
- Collaborates with the Transfer Agency Operations Leadership Team to develop new procedures.
May perform other duties as required and assigned.
EDUCATION AND EXPERIENCE
- Bachelor's degree in business administration or a related field.
- 6+ years of experience in client services or a related field.
- 1-2 years of management and leadership experience.
- Experience within the financial services industry.
- Series 6 or 7 license.
- Equivalent education and experience will be considered.
KNOWLEDGE
- Operational standards, including SEC, IRS, and prospectus regulations.
- Retirement products such as IRA, Simple IRA, and other plans.
- Proficiency in mutual funds and alternative investment products.
- Microsoft Office Suite.
- Adobe Acrobat.
SKILLS AND ABILITIES
- Leadership skills to foster a positive work environment encourages teamwork, motivation, efficiency, and maximum utilization of staff skills.
- Understanding of clients' businesses to proactively anticipate complications.
- Aligns associates with company values and goals.
- Plans and delegates the work of others.
- Motivates and inspires others.
- Assesses the performance of self and associates to make improvements or take corrective action.
- Plans and develops systems and procedures to improve operating quality and efficiency of department in accordance with company policies and procedures.
- Troubleshoots issues utilizing creative and critical thinking skills.
- Multitasking, analytical, and organizational skills.
- Initiative-taking, strategic, and meticulous approaches with a strong commitment to quality, efficiency, and effectiveness.
- Demonstrates personal integrity, responsibility, and accountability.
- Effectively uses resources such as time and information in conjunction with associates.
- Participates in solving problems and making decisions.
- Presents and expresses ideas and information, written and oral, clearly, and concisely.
- Actively listens to others to achieve understanding and supports an open exchange of ideas and information.
- Identifies needs, arranges for, and obtains resources to accomplish individual and department goals.
- Establishes and develops effective working relationships with associates and clientele during both favorable and unfavorable situations.
- Modifies team and individual priorities and deadlines in response to added information, changing conditions, or unexpected obstacles and ensures completion.
