Section 1: Position Summary
The Manager of Mail Operations is responsible for managing our College Savings Mailroom Operations Group. Within this role, the manager will lead mailroom associates by demonstrating a strong balance of 529 industry knowledge and leadership techniques. The Manager will emphasize continual training, growth, and the highest level of service skills within the team. Demonstrated technical aptitude is essential in this role; as the leader must be able to understand staffing models, align resources during peak volume season and unexpected changes in the workflow or vendor confidence. Additionally, a solid understanding of software applications used to support our 529 business is critical to participating in the strategic direction of these teams and collaboration with peers. The ability to be flexible and agile in thinking and acting is critical to achieving quality and timeliness in service levels mandated by partners and clients.
Section 2: Job Functions, Essential Duties and Responsibilities
Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
Our I-Client service philosophy and our Core Values of People Matter, Quality First and Integrity Always should be visible in your actions on a day to day basis showing your support of our organizational culture.
Identify, track and monitor key performance metrics
Provide ownership for the resolution of issues escalated by clients and partners
Ensure timeliness and quality service levels are achieved
Oversee the a diverse range of mailroom tasks
Provide daily feedback and coach direct reports in leadership and running the daily business (internal policies, procedures)
Manage responses to volumes, workflow and resource allocation
Oversee the mail operations across multiple locations to ensure that service levels are met by administering the appropriate staffing levels, quality is monitored and results shared with associates for ongoing coaching and adjustments in up-training as needed.
Communicate with key business partners on client needs and issues
Ensure compliance with all organizational regulations and initiatives
Partner with the Director of Accounts & Reconciliation and peers in creating and managing a strategic plan for all areas of the operation; recommend proactive improvements with a budget conscious viewpoint
Facilitate and participate in calls with partners as needed; develop and maintain internal and external relationships across the organization.
Assist with other tasks and projects as assigned
Identify and support training initiatives that enhance performance across teams in line with overall business goals and objectives
Provide mentoring to leadership in all facets of the mail operations roles with a focus on leadership development
Section 3: Experience, Skills, Knowledge Requirements
Minimum 6-7 years' experience in the financial services industry
3+ years of supervisory experience in the financial industry with experience in supervising call centers and/or transfer agency staff
Flexibility throughout the year with a focus on peak seasons
Prior project management and/or process improvement experience
Demonstrated technical expertise
Strong analytical, problem solving and decision making skills are critical for success in this role
Detail oriented, self-motivated, ability to multitask and work well under pressure
Knowledge of retirement plans, specifically Roth IRA's
Up to 10% travel required
We are proud to be an Equal Opportunity Employer
Ascensus is a place to have a career, not just a job. As the largest US independent retirement and college savings services provider, we put our focus on people. Our culture is guided by sound principles, is committed to high standards, operates with transparency, and welcomes diversity. When you join our team, you get to go to work every day knowing that you help over 10 million Americans save for retirement and college.
Ascensus is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national origin, ancestry, religion, age, citizenship, sex, marital or veteran status, disability or handicap, sexual orientation or any other basis prohibited by applicable law. Ascensus also takes affirmative action to employ, and advance in employment, qualified women, minorities, and covered veterans. Ascensus also makes reasonable accommodations for qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state laws