Manager, Invest Operations

The role

The Manager, Invest will manage a team of Investment Specialists with responsibility for the day-to-day operations of the team. Responsible for driving business and process changes to ensure SoFi Invest members have an exceptional experience. 

What you’ll do:

• Independently manage a team of Investment Specialists 
• Responsible for hiring, coaching, performance management and team member development
• Foster an environment focused on finding solutions to problems and innovative differentiators
• Monitor service levels, inbound volume, and schedule adherence
• Manage team members' attendance, sick time, and paid time off
• Manage team member performance by defining clear goals, objectives, responsibilities, and priorities
• Ability to identify and escalate issues, and propose recommended solutions regarding process improvements for systems and procedures
• Effectively manage time and resources within team, department and cross-functionally
• Monitors the day-to-day activities of functional areas to ensure compliance to internal policy, legal, and pertinent regulations. Establishes, monitors, and maintains internal policies and procedures as well as business continuity plans
• Utilizes experience and specialized knowledge of specific functional areas and internal policies and procedures to respond to and make appropriate decisions to resolve the most complex situations referred by staff
• Supervises a variety of licensed Individual contributors ranging from junior to senior levels
• Work cross-functionally to obtain buy-in and solve complex issues with the assistance of business partners

What you’ll need:

• Must have the following existing licensing combination: Series 7, 24 and at least one of the following: 66 or 63 and 65 
• Minimum Bachelor or equivalent experience
• 2+ years of management experience preferred
• 5+ years of general customer service experience - call center experience  
• 3+ years of experience in a Broker Dealer setting
• Call center or processing center management experience is preferred
• Experience hiring, training, motivating, monitoring, and coaching teams of customer service & processing employees
• Strong leadership and management skills including experience in employee conflict resolution and development
• Strong written communication skills are required to answer questions and communicate issues clearly & concisely to associates, customers as well as management
• Ability to react to change quickly and implement new processes & procedures
• Ability to work independently with little or no supervision
• Professional demeanor and excellent work habits are essential
• Financial services-specific customer service experience preferred
• Understanding of Situational Leadership, high Emotional Intelligence
• Some evenings and weekend days may be required