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Team Lead, Client Services
INVESCO Asset Management
Houston, TX, United States
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Description
Invesco is a leading global asset management firm with more than $888.2 billion* in assets under management. We provide our retail and institutional clients a diverse and comprehensive range of investment capabilities to help people get more out of life. Invesco is publicly traded on the New York Stock Exchange (IVZ) and has about 7,000 employees in over 20 countries.
(*As of December 31, 2018)
Job Purpose (Job Summary):
Under general supervision, supports business needs by providing leadership and direction to direct reports. Develops representatives by utilizing developmental plans and skill development assessment methodologies. Acts in a leadership capacity as a liaison between departments as well as external customers in an effort to facilitate open, effective communication. Applies industry and company knowledge in handling all business situations. Continually looks for and suggests improvement opportunities for their respective teams, the department, and Transfer Agency operations as a whole. Acts as a resource and provides technical as well as business assistance to representatives and team leads.
The start date for this position will be after June 1, 2019.
Key Responsibilities / Duties:
• Serves as a resource for questions, problem solving, and additional information. Develops solutions for problem situations and issues.
• Evaluate representatives' work by reviewing calls and quality sampling.
• Provides feedback to representatives regarding areas for improvement utilizing developmental plans and one-on-ones; cultivates employees for advancement and increased job responsibilities.
• Accepts and handles problem items escalated by representatives. Understands and communicates when exceptions to standard policies and procedures need to be made and initiates them.
• Makes necessary provisions to ensure that service standards are met and surpassed. Monitors shareholder feedback and team performance to identify any trends, issues or training needs.
• Interviews prospective employees
• Conducts performance appraisals of current staff.
• Delegates work assignments, establishes priorities, and sets deadlines. Monitors workflow, updates procedures, and implements efficiencies. Responsible for process improvement.
• Participates collaboratively on internal teams and projects.
• Continues to enhance job knowledge by attending classes, leadership courses, and company specific meetings.
• Performs other duties as assigned.
Qualifications
Work Experience / Knowledge:
• Three or more years of related experience are required.
• Financial services industry experience is required for this position.
• One or more years of experience in a leadership role preferred.
Skills / Other Personal Attributes Required:
• Must demonstrate a thorough understanding of Transfer Agent functions, as well as knowledge of work flows, and policies and procedures to successfully lead representatives.
• Strong customer service, system manipulation, and project participation are necessary to manage day-to-day operations of the department for which you are responsible
• Must have the ability to develop strong working relationships.
• Must have the ability to manage multiple projects, solve complex problems, meet deadlines, use prioritization skills, and concentrate in a fast-paced, demanding work environment.
• Demonstrated proficiency in Windows, Excel, and Word.
• Strong communication and interpersonal skills.
• Ability to handle confidential or sensitive information in an appropriate manner.
• Strong organizational skills are required.
• Strong reasoning skills and an aptitude for problem solving
• Basic writing skills, composing e-mails and interoffice memos in a clear and concise manner.
• Basic computer skills with the ability to use multiple Windows-based applications.
Formal Education:
(minimum requirement to perform job duties)
• High School Diploma or equivalent required.
• Bachelor's degree preferred or equivalent years of direct experience required.
License/Registration/Certification:(minimum requirement to perform job duties)
• FINRA Series 6 or 7 required.
• FINRA Series 26 required.
Working Conditions:
• Normal office environment with little exposure to excessive noise, dust, or temperatures.
• The ability to lift, carry or otherwise move objects of up to 10 pounds is also necessary.
• Frequent sitting.
• Normally works a regular schedule of hours; however, hours may vary depending upon the project or assignment.
IVZOFI
FLSA (US Only):Nonexempt
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The job holder may be required to perform other duties as deemed appropriate by their manager from time to time.
Invesco's culture of inclusivity and its commitment to diversity in the workplace are demonstrated through our people practices. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, gender, gender identity, sexual orientation, marital status, national origin, citizenship status, disability, age, or veteran status. Our equal opportunity employment efforts comply with all applicable U.S. state and federal laws governing non-discrimination in employment.