Manager, Invest Operations

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We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.

The role

The Manager, Invest Operations will manage a team of Investment Specialists with responsibility for the day-to-day operations of the team. Responsible for driving business and process changes to ensure SoFi Invest members have an exceptional experience.

What you’ll do:

• Independently manage a team of investment specialists
• Responsible for hiring, coaching, performance management and team member development
• Foster an environment focused on finding solutions to problems and innovative differentiators
• Monitor service levels, inbound volume, and schedule adherence
• Manage team members' attendance, sick time, and paid time off
• Manage team member performance by defining clear goals, objectives, responsibilities, and priorities
• Ability to identify and escalate issues, and propose recommended solutions regarding process improvements for systems and procedures
• Effectively manage time and resources within team, department and cross-functionally
• Monitors the day-to-day activities of functional areas to ensure compliance to internal policy, legal, and pertinent regulations. Establishes, monitors, and maintains internal policies and procedures as well as business continuity plans
• Utilizes experience and specialized knowledge of specific functional areas and internal policies and procedures to respond to and make appropriate decisions to resolve the most complex situations referred by staff
• Supervises a variety of licensed Individual contributors ranging from junior to senior levels
• Work cross-functionally to obtain buy-in and solve complex issues with the assistance of business partners

What you’ll need:

• Must have the following existing licensing combination: Series 7, 24 & 66 (or 63 & 65)
• Minimum Bachelor or equivalent experience
• 2+ years of management experience preferred
• 5+ years of general customer service experience
• 3+ years of experience in a Broker Dealer setting
• Call center or processing center management experience is preferred
• Experience hiring, training, motivating, monitoring, and coaching teams of customer service & processing employees
• Strong leadership and management skills including experience in employee conflict resolution and development
• Strong written communication skills are required to answer questions and communicate issues clearly & concisely to associates, customers as well as management
• Ability to react to change quickly and implement new processes & procedures
• Ability to work independently with little or no supervision
• Professional demeanor and excellent work habits are essential
• Financial services-specific customer service experience preferred
• Understanding of Situational Leadership, high Emotional Intelligence
• Some evenings and weekend days may be required