What are the responsibilities and job description for the Strategic Operations Lead position at Merkle Retirement Planning?
Merkle Retirement Planning Overview
We craft comprehensive retirement plans that go beyond traditional investment advice. Our team guides families through every element of retirement, from social security elections to tax savings and legacy planning. We believe a retirement plan should be as unique as each family's vision.
The Director of Client Experience oversees daily operations of our Client Experience Team. This key role acts as primary liaison for our Leadership Team and Retirement Planners, addressing processes, managing escalated requests, and resolving issues related to client experience.
This role provides direction and mentorship to team members to ensure they meet performance goals and KPIs through monthly one-on-ones and weekly team meetings. The Director also oversees and optimizes Client Experience processes to ensure efficiency and quality, identifying training and development needs within the team.
Key Responsibilities:
The ideal candidate will have a bachelor's degree from an accredited institution and possess excellent communication and problem-solving skills.
We craft comprehensive retirement plans that go beyond traditional investment advice. Our team guides families through every element of retirement, from social security elections to tax savings and legacy planning. We believe a retirement plan should be as unique as each family's vision.
The Director of Client Experience oversees daily operations of our Client Experience Team. This key role acts as primary liaison for our Leadership Team and Retirement Planners, addressing processes, managing escalated requests, and resolving issues related to client experience.
This role provides direction and mentorship to team members to ensure they meet performance goals and KPIs through monthly one-on-ones and weekly team meetings. The Director also oversees and optimizes Client Experience processes to ensure efficiency and quality, identifying training and development needs within the team.
Key Responsibilities:
- Provide direction and mentorship to team members
- Oversee and optimize Client Experience processes
- Identify training and development needs
- Implement training programs and provide coaching
- Collaborate with executive leadership and Human Resources on strategies to attract talent
The ideal candidate will have a bachelor's degree from an accredited institution and possess excellent communication and problem-solving skills.
