Unit Manager

POSITION SPECIFICATIONS:

• High school diploma or equivalent required.

• Minimum 5 years of experience in a corporate customer service call center environment required.

• Minimum 2 years of experience managing or leading staff required.

• Proficient in MSOffice applications and standard office computer applications.

MAJOR DUTIES:

• Foster a positive work environment that promotes the importance of developing long standing client relationships and "best in class" customer care.

• Provide direct supervision and oversight of the team and activities involving front line communication with Federated Hermes clients/shareholders/participants.

• Coordinate with the Transfer Agent to define, develop and execute tactical workflow strategies aimed at increasing efficiencies and maximizing team's potential across both organizations.

• Respond promptly to client inquiries and participate in client calls as deemed necessary.

• Effectively represent business unit and its clients/shareholders/participants in meetings with internal department and Federated Hermes' vendors to resolve administrative and operational issues

• Optimize internal resources by ensuring team is properly trained and are fully utilizing desktop resources available.

• Serve as a resource by acquiring the requisite knowledge of Federated Hermes products. Assist team in understanding how internal and external developments impact the funds.

• Actively participate in large scale corporate projects and client initiatives.

• Monitor daily activity to ensure adherence and compliance with legal, regulatory and Federated Hermes requirements.

• Participate in the documentation of Investor Services policies and procedures.

• Participate in establishing, implementing, and monitoring business unit performance metrics.

• Work closely with Team Leaders to monitor client telephone interaction and enforce all attributes of Federated Hermes' telephone monitoring system.

• Provide ongoing development and coaching to new and existing employees. Ensure knowledge acquired is properly applied. Provide ongoing development and coaching to include but not limited to conflict resolution, peer interaction, and career development.

• Work closely with the Section Director to develop department goals and participate in long-term planning.

• Work with the Section Director to determine appropriate staffing levels and provide input into the budgeting process.

• Conduct internal and external interviews to fill vacant positions as deemed necessary.

HOURS/LOCATION:

• 8:30 a.m. - 5:00 p.m. (overtime as required)
• Houston, Texas 77002
• Hybrid Location (office/remote)

EXPLANATORY COMMENTS:

• Internal and external customer orientation.

• Ability to lead others.

• Effective written and oral communication skills.

• Ability to analyze complex situations, reach sound conclusions/decisions and propose solutions.

• Problem solving and analytical skills with particular attention to detail.

• Ability to influence others.

• Ability to work as a member of a team and accomplish company objectives.