Supervisor, Enterprise Operations

*The selected candidate must be local to our Westlake, OH office and have the ability to work a hybrid schedule after the probationary period.

JOB OVERVIEW

The Supervisor of Enterprise Operations is responsible for overseeing day-to-day operational activities, ensuring service levels are met, procedures are followed, and quality standards are maintained. This role provides hands-on support and leadership to team leads and specialists, serving as an escalation point for operational issues and ensuring timely resolution of work. The Supervisor coordinates resources, monitors performance, identifies areas for improvement, and partners with leadership and cross-functional teams to strengthen operational efficiency and accuracy. This role also supports staff development and promotes a culture of accountability, service, and continuous improvement.

KEY RESPONSIBILITIES & DUTIES

• Oversee daily operations of assigned teams, ensuring tasks are completed accurately and within established service level agreements (SLAs)

• Monitor daily workloads, workflow queues, and team productivity to ensure balanced work distribution and efficient processing

• Serve as primary escalation point for complex or exception-based processing issues, working with team members to identify and implement solutions

• Review and analyze performance metrics, identifying trends or gaps and taking corrective action where needed

• Ensure operational processes are followed consistently and that documentation is current, accurate, and aligned with internal policies

• Coordinate team participation in system testing, pilot programs, and procedural updates; validate outcomes and support successful implementation

• Support and guide team leads in addressing day-to-day challenges, including task prioritization and resource coordination

• Lead or assist with onboarding, training, and continued development of team members to promote knowledge growth and performance consistency

• Conduct regular coaching and performance conversations with direct reports; support professional development goals and training needs

• Communicate updates, procedural changes, and performance expectations clearly and consistently to the team

• Collaborate with internal departments such as [relevant departments] to resolve issues and improve cross-functional workflows

• Assist in workforce planning, scheduling, and staffing to ensure adequate coverage and readiness for volume fluctuations

• Promote a positive team environment that emphasizes service excellence, ownership, and collaboration

• Perform additional duties and special projects as assigned in support of departmental goals

QUALIFICATIONS

• High School Diploma or GED required

• Associate degree in Arts/Science preferred

• Minimum 2 years of experience in retirement industry

• Minimum 5 years of experience in a fast paced, customer driven environment

PROFESSIONAL CERTIFICATIONS

• None required

TECHNICAL SKILLS

To be successful in this role, you should have experience with and an understanding of the following:

• Expert level proficiency in Microsoft Office

CULTURAL COMPETENCIES

In addition to our core company competencies of Cultivates Innovation, Nimble Learning, Action Oriented, Collaborates, and Being Resilient, a successful candidate in this role should exhibit the following behavioral competencies:

• Business Insight • Develops Talent

• Plans & Aligns • Instills Trust

PHYSICAL DEMANDS/WORK ENVIRONMENT

This job operates in a professional office environment and routinely uses standard office equipment. While performing the duties of this job, the associate is regularly required to speak and hear. The associate is frequently required to sit for extended periods of time, as well as stand, walk, use hands and fingers, and reach with hands and arms. This job requires the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.

DISCLAIMER/ASSOCIATE ACKNOWLEDGEMENT

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.