The Supervisor, Advisor Onboarding reports to the Head of Advisor Onboarding and is responsible for ensuring a high level of quality service to all clients and maintaining a high level of client satisfaction. The position requires excellent communication skills, problem-solving skills, and the ability to adapt to a rapidly changing business and technology environment.
Requirements
- Assist Advisory Onboarding Manager and Head of Advisor Onboarding with the day-to-day department performance and client relationships
- Pro-actively monitor business volumes and prioritize to ensure a 24 hour processing time
- Assist the Advisory Onboarding Manager with resource planning and creation of training needs
- Must demonstrate attention to detail and an ability to handle escalated issues with care
- Be proactive in assessing client needs/demands and delivering added value to the client
- Influence, develop and mentor staff
- Forecast capacity, administer performance improvement plans, approve timesheets
- Provide employees timely, candid, and constructive performance feedback
- Processing (production and accuracy)
- Quality Assurance reviews (emails and phone calls)
- Provide challenging opportunities to employees and encourage career growth
- Assist Advisory Onboarding Manager to select and develop the appropriate employees and talent pool to ensure that the department meets processing and service standard goals
- Recognize employees for accomplishments
- Assist Advisory Onboarding Manager in keeping department procedures current (internal resources and on the company website)
- Work with other departments as necessary on special projects
- Commitment to culture requires a demonstration of reinvention, advocacy and integrity to empower advisor success
- First point of escalation for our clients
- First point of escalation for Onboarding Operations Specialists
- Escalate issues as appropriate to Advisory Onboarding Manager
- Communicate trends, issues to larger service team, Onboarding Operations team, and leadership
- Stand-in when Advisory Onboarding Manager is absent
- HR responsibilities including Timecard/PTO approvals
- Lead Onboarding Operations team huddles to discuss trends, changes, recognition, clients, staffing, scheduling, etc.
- Real-time monitoring of email (Salesforce) queues, Work Queue (AdvisorComplete) and communication of volumes/service levels to team members
- Resource management to react to spikes in volumes, adherence issues, or unexpected absenteeism
- Real-time, on-the-floor, coaching and knowledge resource for specialists by standing, walking around, and being visible to team members to answer questions and provide guidance
- Motivate employees with positive communication and feedback
- Create contests, awards, and campaigns to engage team members
- Ensure specialist understanding of the contact center environment
- Ensure specialist understanding of the mission and their role in our client’s success
- Provide timely recognition
- Reporting – Daily, weekly, monthly to ensure service levels are met and team is staffed appropriately
- Evaluate employee metrics to ensure schedule adherence, productivity, and accurate processing
- Regular 1-1s with Onboarding Operations Specialists focused on coaching and development
- Formal and informal employee performance management
- Assist with new employee recruiting, onboarding, and training
- Root cause analysis
- Provide backup to team as necessary by taking calls and emails
- Other duties as assigned
Benefits
- Full health, vision, dental
- 401(k) plans
- Car insurance
- Legal services
