Working in a dynamic, fast paced environment, the Manager of the Participant Service Center (PSC) will manage the day-to-day operations and lead a team of 15-18 PSC associates who support the Defined Benefits, Defined Contribution, Non–Qualified, and Structured Settlement Businesses. The incumbent for this role will have full supervisory responsibility including hiring, performance management, employee engagement, coaching and development. The manager will also partner with the workforce management team to assist with the allocation of resources and staffing to safeguard that sufficient coverage is maintained throughout the shift to meet organizational and team goals, confirming that participants receive appropriate levels of service while remaining within expense targets.
Developing Talent by demonstrating a passion for guiding and developing others; ensuring the right people are in the right roles; actively addressing performance issues; developing sound succession plans; building sustainable leadership and technical capability.
Performance Management of associates by meeting monthly 1:1 using the feedback tool. Provide input into the development of associate Annual Performance Objectives; writing and delivering interim and annual performance appraisals for direct reports. Ensuring effective completion of all training programs for incoming employees and recommending continuing education and training for existing staffing. Approve associate activities which include hiring and compensation evaluation. The ability to manage both virtual and on-site associates.
Translates strategies into tactics and actions by effectively mobilizing resources to achieve intended results; establishing metrics to define success and gauges progress; help drive and influence business decisions regarding process improvements and consistency; ensuring controls are documented, implemented and monitored. Implements strategies to maintain strong employee engagement and morale.
This position will work the following schedule:
Mon 10 -6, Tues 10- 6, Wed 12- 8, Thurs 10-6, Friday 12-8.