Senior Manager Omni-Channel Participant Services
WFA Digital Insight
The demand for omnichannel specialists has grown significantly, with over 25% of companies investing in multichannel customer engagement. Empower stands out for its commitment to work-life balance and internal mobility. With the rise of digital transformation, the need for seamless customer experiences has never been more pressing. As a candidate, you should be prepared to showcase your ability to drive cross-channel efficiency and leverage AI-driven solutions. With the right skills, you can thrive in this role and contribute to Empower's mission of transforming financial lives.
Job Description
About the Role
As a Senior Manager of Omni-Channel Participant Services at Empower, you will play a pivotal role in leading the execution and evolution of participant support across multiple service channels. This includes phone, chat, and email, with a key focus on the successful adoption and expansion of live chat capabilities. You will be responsible for driving performance, optimizing cross-channel efficiency, and ensuring high-quality, compliant participant interactions.Your day-to-day responsibilities will involve managing a team of individual contributors, partnering with senior leadership on the ideation of omni-channel enhancements, and translating strategy into execution. You will also oversee the quality monitoring programs and ensure compliance with organizational policies and regulatory requirements.
Empower is committed to creating a welcoming and inclusive environment, recognizing the importance of purpose, well-being, and work-life balance. As a leader in this organization, you will be expected to foster a collaborative, positive, and high-performing team culture.
What You Will Do
- Lead the execution, adoption, and ongoing expansion of live chat services as a strategic participant engagement channel
- Manage a team supporting participant interactions across phone, chat, and email channels
- Drive cross-channel efficiency by aligning resources to meet fluctuating participant demand and service needs
- Monitor and manage performance against service level agreements, productivity goals, quality standards, and operational metrics
- Serve as a Supervising Principal for FINRA-licensed representatives, ensuring adherence to regulatory requirements and supervisory responsibilities
- Identify and implement AI-driven and automation opportunities to streamline workflows, improve response times, and enhance the participant experience
- Provide coaching, development, performance feedback, and ongoing support to team members
- Oversee quality monitoring programs and ensure compliance with organizational policies and regulatory requirements
- Resolve escalated and complex participant issues with a focus on service excellence and timely resolution
- Analyze participant interactions and operational data to identify trends, risks, and opportunities for improvement
- Partner with cross-functional teams to implement service enhancements and support strategic initiatives
What We Are Looking For
- Bachelor’s degree in Business or a related field preferred; in lieu of a degree, 4 additional years of directly relevant financial services experience required
- Minimum of 5 years of leadership experience in a contact center, participant services, or financial services environment
- Minimum of 2 years of customer service experience, preferably within financial services, banking, or a contact center environment
- FINRA Series 6, 63, and 26 licenses required
- FINRA fingerprinting required
- Demonstrated ability to consistently achieve or exceed performance and operational goals
- Experience leading teams across multiple service channels, including phone, chat, and email
- Proven ability to coach, develop, and motivate individual contributors
- Strong written, verbal, and interpersonal communication skills
- Knowledge of retirement plans, including 401(k), 403(b), 457, and IRA products
Nice to Have
- Experience with AI-driven and automation solutions
- Knowledge of cloud-based customer service platforms
- Certification in contact center management or a related field
Benefits and Perks
- Flexible work environment with opportunities for remote work
- Fluid career paths and opportunities for internal mobility
- Comprehensive health insurance package
- Retirement savings plan with company match
- Paid time off and holidays
- Professional development and training opportunities
- Access to cutting-edge technology and tools
- Collaborative and inclusive company culture
How to Stand Out
- Develop a strong understanding of FINRA regulations and licensing requirements to stand out as a candidate.
- Showcase your experience with AI-driven and automation solutions to enhance customer experiences.
- Create a portfolio that highlights your ability to drive cross-channel efficiency and improve participant interactions.
- Be prepared to discuss your approach to leading remote teams and fostering a collaborative team culture.
- Research Empower's mission and values to demonstrate your alignment with the company's goals and vision.
- Highlight your proficiency in tools like Excel to demonstrate your analytical and problem-solving skills.
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