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Team Leader / Manager Client Services
in Charlotte NC
Newport Group has a great opportunity for a Team Leader / Manager within our Qualified Client Services team out of our Charlotte, NC office. S/he will provide full
service retirement plan recordkeeping and client service support within the established quality standards. In addition, this position is responsible for providing leadership and guidance to the Client Services
Manage the work-flow activities of client services staff in accordance with corporate strategic direction and budgetary guidelines.
Oversees and coordinates schedule phone time to ensure
appropriate staffing levels at all times the call center is open.
Facilitate communication and provide technical guidance to staff.
Train, develop and review the work of new staff members.
Resolve escalated client service issues
and demonstrate proactive solution-based approach to enhance client relations.
Manages team member issues, absences and special requests.
Makes procedural change requests or clarifications and then implements in the department.
Responsible for quality control and timely delivery of client work.
Participate in the development and implementation of company policies and procedures.
Remain current on regulations and new pension laws.
Manages staff member’s performance and productivity
Ensure staffing levels are appropriate to workload, effectively manages time off requests
Conducts monthly meetings with staff members and HR
Identifies areas of opportunity for staff members and provide training/feedback on an ongoing basis
Conducts effective team meetings
Attends routine meetings with LOB
Communicates expectations effectively with staff members
Works closely with Human Resources with on recruiting, counseling of employees, and recommendations for termination of employment
Facilitates all aspects of the
Performance Management cycle including conducting annual reviews and establishing meaningful and relevant performance objectives.
5-7 years of related experience in qualified retirement plan
environment, or related field.
3-5 years of related Supervisor or Manager Experience in a qualified plan environment
Excellent verbal and written communication skills.
Proven ability to train and assess the work of others.
Must be highly organized with strong attention to detail and solid prioritization skills.
Excellent client services and interpersonal skills.
Solid analytical, financial, time management and problem resolution skills.
to work well in a fast-paced, dynamic environment with a high degree of accuracy.
Must be focused and driven with the ability to manage multiple priorities with tight deadlines.
Strong Microsoft Office
Knowledge of SRT, DST
system a plus
Education / Certifications:
Bachelor’s degree in Business, Finance or related field or equivalent experience.
Successful completion of ASPPA or NIPA examinations / credentials a