Manager, 401(k) Participant/Unbundled Call Center

Location NEW YORK, United States
Experience level Experienced Hire
Job details sector Operational Excellence
Apply before Permanent offer

The position serves as a front line Manager, overseeing the day to day activities within the Participant Call Center and Unbundled service teams.  Duties include, but are not limited to, the following activities.

·         Recognized as a technical resource providing direct management support to the Associates with the Retirement Plan Services Participant Call Center and Basic Service Retirement Plan Account Managers.  Will conduct frequent team level meetings as well as individual coaching sessions with the various team members.

·         Handles escalated calls with minimal direction and supervision from Director.  Responsible for overseeing the service recovery process.  For those escalations that need to be referred to the Director, document the history of the request and provide remediation recommendations.

 

·         Provide daily oversight of the day to day call center and workflow activities.  Cultivate and support Unbundled RPAMs with complex issues and successful client relationship management.   

 

·         Oversees daily workflow for the Participant Service teams ensuring SLAs are met.  Provide monthly reporting of individual staff production and quality to management.

 

·         Oversees the overall Quality Assurance process within the teams.  Provides QA for complex casework as well as performs participant call QA based on established criteria.  Provides feedback to team and escalates training deficiencies to Director.


Basic:

  •    10+ years within the Financial Services industry.  401(k) experience highly desired.
 

Preferred:

  •    Proven leadership skills, demonstrates the ability to lead and motivate others to achieve results
  •    Strong decision making skills and strong conflict resolution and negotiation skills.
  •    Exceptional oral and written communication skills
  •    Superior customer service attitude and skills
  •    Strong organizational and planning skills
  •    Strong analytical and problem solving skills
  •    Works effectively, both individually and as a team member

NOTE: AXA participates in the E-Verify program.
 
In addition to competitive compensation and an outstanding benefits package including 401 (k) and medical programs, we offer the opportunity for continued professional development in a congenial corporate environment.
 
AXA is committed to providing equal employment opportunities to our employees, applicants and candidates based on individual qualifications, without regard to race, color, religion, gender, gender identity and expression, age, national origin, mental or physical disabilities, sexual orientation, veteran status, genetic information or any other class protected by federal, state and local laws.

AXA is a leading financial protection company, committed to fostering and maintaining a diverse, multicultural and inclusive environment, and one of the nation’s premier providers of life insurance and annuity products. The organization was established in 1859 and we are committed now more than ever to helping clients meet financial goals in all stages of their lives. One of the hallmarks of our proud heritage is providing world-class customer service.

We're always looking for smart and talented people to help us develop new and innovative ways to expand our product portfolio, reach new customers and serve well the clients already a part of the AXA family.