What are the responsibilities and job description for the Specialty Operations Team Lead position at Candidate Experience site?
At Cetera we need detailed thinkers to help us deliver quality and value to our clients. As an Operations Team Lead, are responsible for day-to-day operations while working and partnering closely with their Supervisor/Manager to coordinate work to provide seamless superior customer service to Financial Professionals and Financial Institutions. Equally important the Lead Operations Associate will uphold the Cetera Values. This role requires you to work onsite at our St. Cloud, MN, location.
What you will do:
Be a point of contact
· Escalations
· Research Problems or Delegate to appropriate person
· Employee Issues (as appropriate and partner with manager)
Train in All Department Functions
· Ensure cross-training of backup staff
· Documentation on all jobs (for use to process if designated backup is not available)
· Awareness – Be in the “know” of what is going on with each desk
· Update procedures as appropriate
· Other duties as assigned
Project & Project Testing
· Manage project plan as it pertains to the department
· Delegate testing activities as appropriate
Manage Department Workflow & QC
· Pulse Check Daily on Queues
· Design workflows
· Design and run department meetings
· Perform Monthly Reporting
What you need to have:
At least 3 years of customer service or administrative experience
High school diploma or GED
#LI-Onsite
