The Supervisor, Operations II for the Account Services and Transfers Department leads, develops and manages the Account Services and Transfer team. Providing client support that is focused on optimizing the client experience, they will support the goals and objectives of ETC leadership, while collaborating effectively across the organization and providing an excellent client experience.

• Leads the Account Services and Transfer team in providing superior service to clients by serving as a single point of contact for matters related to establishing and funding new accounts
• Delivers exceptional client experience targeted at strengthening client loyalty, gaining referrals and encouraging retention
• Works cross functionally with Sales, Client Services and Operations to ensure a smooth, efficient and accurate onboarding experience
• Gathers information related to the new client’s investment goals and provides education when necessary 
• Assists clients in completing the necessary forms required to establish and fund an account 
• Coordinates investment related walk-throughs proactively with new clients and the Client Services department 
• Documents opportunities for process improvements to streamline the onboarding experience

• Coordinates with team leads to establish team schedules and maintain appropriate coverage
• Manages special projects within the team and support projects and initiatives across the organization
• Assists with the annual budget process
• Forecasts staffing needs and plan accordingly
• Hires high-quality, best-fit candidates 
• Performs other duties as assigned

• High School Diploma or equivalent
• Bachelor’s Degree preferred
• Minimum 6 years of management experience in the retirement and/or financial industries, preferably in account open and/or transfers

• None required 

• Intermediate level of proficiency in Microsoft Office

• Business acumen 
• Dealing with ambiguity 
• Develops direct reports 
• Decision quality 
• Drive for results
• Managerial courage 

Job Summary