Sr. Manager, Engagement Center (Phoenix Hybrid)
At Edelman Financial Engines (EFE), we believe everyone deserves to move their financial life forward!
We know that assets have the power to fund goals. Those numbers represent individual lifetimes filled with hard work and dreams for our clients and generations to follow. Our clients trust us to guide them forward with empathy, integrity and invention. We uphold that same standard of respect and commitment for clients and colleagues alike.
Founded on the idea that financial education is a fundamental right for everyone, Edelman Financial Engines continues to grow and challenge the status quo. We’re moving forward, together. If our purpose-driven commitment inspires you, we invite you to consider joining our team.
We value empathy and service excellence, as well as attention to detail and inquisitive curiosity. We like people who can ‘get it done’ and embody the EFE value of ‘We Help People’.
The Sr. Manager, Engagement Center leads a high performing frontline team responsible for demonstrating the value of EFE products, services, and reputation through a service to sales dialogue that builds a personalized client experience, resulting in increased client satisfaction, referrals, retention, and new assets under management. This leader coaches inbound team members to build effective client relationships, provide financial planning advice, create solutions to meet each unique client’s needs, and guide the client through financial planning principles as well as digital tools and other resources.
As the Engagement Center Sr. Manager, you’ll play a pivotal role by proactively developing inbound staff capabilities with a focus on strong client relationship skills and ensuring delivery of an excellent EFE experience on each client interaction. In addition to an earnest desire to help people, for this Sr. Manager role we are seeking a candidate with a strong eye for business in financial services and contact center management including team supervision and development, performance measurements, workforce management, call quality, and operational processes.
Responsibilities:
- Coaches, and motivates licensed investment advisors to deliver the EFE value proposition, products and services; listens to inbound call interactions, performs sides by sides, and conducts regular coaching sessions to provide timely feedback which drives improvements in effectiveness, productivity, and business outcomes.
- Ensures individuals and team meets or exceeds performance targets; consistently drives team to raise performance; leverages data to supervise advisor effectiveness and efficiency; rewards strong performance and invests in coaching to correct negative trends or skills gaps identified.
- Proactively finds opportunities to drive efficiency and effectiveness to improve contact center SLAs and business results by having a consistent focus on operational improvements.
- Oversees, mentors, and aims to build leadership skills in a 'team lead' who will assist with ongoing coaching and development of team members.
- Thinks critically to improve the client experience, sales administration, and other business processes; owns and initiates projects that drive the success of these processes.
- Effectively handles client escalations, solves issues, and takes steps to build, retain and/or restore client relationships.
- Actively participates in recruitment efforts and candidate interviewing/selection to hire high quality individuals as needed; effectively onboards new employees.
- Maintains awareness and knowledge on current market events and trends and provides advisors guidance on navigating and managing client conversations.
- Collaborates with internal partners such as workforce management and marketing to improve outcomes.
Requirements:
- 7+ years’ experience in financial services and contact center environment
- 3+ years’ experience in direct supervisory experience and handling personnel-related issues
- Deep expertise in financial planning principles, products, and services. Exhibits a proven understanding of contact center operations and key performance metrics
- Experience leading a team of 10+ individual contributors in a contact center environment
- Proven track record of analyzing performance data for team development
- Strong interpersonal skills and experience demonstrating emotional intelligence
- Passionate about coaching and people development to achieve stated KPIs
- Possess the Series 65 or Series 7 & 66 Licenses
- Bachelor’s Degree, business or financial field preferred
Edelman Financial Engines takes a market-based approach to pay. The expected base salary range for this role nationally is $80,900 - $107,800. This role is also eligible for a quarterly performance based sales bonus. Final base pay will be carefully determined based on several factors, including responsibilities, job-related skills, relevant experience, geographic location, and market conditions. Additionally, this role may also be eligible for other forms of compensation and benefits, such as a discretionary bonus, health, dental and other wellness plans, and 401(k) contributions.
Your recruiter can share more about the specific benefits eligible for this role during the hiring process
About Edelman Financial Engines
Since 1986, Edelman Financial Engines has been committed to always acting in the best interests of our clients. We were founded on the belief that all investors – not just the wealthy – deserve access to personal, comprehensive financial planning and investment advice. Today, we are America’s top independent financial planning and investment advisory firm, recognized by Barron's1 with 145+ offices2 across the country and entrusted by 1.3 million clients to manage more than $245 billion in assets.3
Our unique approach to serving clients combines our advanced methodology and proprietary technology with the attention of a dedicated personal financial planner. Every client’s situation and goals are unique, and the powerful fusion of high-tech and high touch allows Edelman Financial Engines to deliver the personal plan and financial confidence that everyone deserves.
© 2023 Edelman Financial Engines, LLC. Edelman Financial Engines® is a registered trademark of Edelman Financial Engines, LLC. All advisory services provided by Financial Engines Advisors L.L.C., a federally registered investment advisor. Results are not guaranteed. See EdelmanFinancialEngines.com/patent-information for patent information. AM2789819
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Edelman Financial Engines encourages success based on our individual merits and abilities without regard to race, color, religion, creed, sex, gender identity or expression, sexual orientation, pregnancy; marital, domestic partner or civil union status; national origin, citizenship, ancestry, ethnic heritage, genetic information, age, legally recognized disability, military service or veteran status.
Accommodations are modifications or adjustments to the hiring process that would enable you to fully participate in that process. If you need assistance to accommodate a disability, you may request one at any time by either contacting your recruiter or [email protected].
1 The Barron’s 2023 Top 100 RIA Firms list, an eight-year annual ranking of independent advisory firms, is qualitative and quantitative, including assets managed by the firms, technology spending, staff diversity, succession planning and other metrics. Firms elect to participate but do not pay to be included in the ranking. Investor experience and returns are not considered.
2 Edelman Financial Engines data, as of Dec. 31, 2022.
3 Edelman Financial Engines data, as of Sep. 30, 2023.
