VP, Participant Services

Icma-Rc Richmond , VA 23234

Posted 2 months ago

Reach Your Peak with ICMA-RC, a FINANCIAL SERVICES LEADER in public sector employee retirement products and services. Headquartered in Washington, DC, our Financial Services corporation manages over $50 billion in retirement plan assets for more than one million participant accounts. We are constantly looking for ways to create new opportunities to serve our participants. We have an extraordinary talent base and invite you to consider joining ICMA-RC's Client Services Team.

Lead multi-channel, multi-site contact center serving public sector retirement plan participants and retirees. Collaborate with others to develop and direct strategies to engage participants while creating positive experiences that help to build and realize their retirement security. Lead the successful selection, development and organization of team members to promote professional service excellence.

Essential functions for this role include:

  • Promote and guide mission-centered purpose and commitment among team members.

  • Nurture growth and development of team members.

  • Apply industry best practices for resource forecasting and scheduling, quality control, and performance metrics.

  • Work collaboratively with internal partners to implement technologies that enhance the participant experience and the overall effectiveness of contact center representatives, including quality and efficiency.

  • Direct and sustain the contact center training program.

  • Assure best practices in monitoring and calibrating the quality and accuracy of interactions with account holders.

  • Supervise FINRA licensed Registered Representatives in the contact center.

  • Resolve escalated issues and assure customer-focused responses by telephone and in writing.

  • Oversee budget planning and management.RequirementsIf you have the following credentials, we encourage you to apply:

  • BA/BS or equivalent experience; 10 plus years of experience

  • 7-10 years of overall supervisory/management experience

  • Experience as a senior role in a management contact center required.

  • Extensive experience using contact center workforce management tools

  • Skill leading teams to high-quality performance in a fast-paced environment

  • Demonstrated success in executing workforce management and quality management strategies

  • Innovative perspectives with respect to contact center technology

  • Excellent verbal and written communication skills

  • FINRA Series 7 and 24 Licenses preferred or to be obtained upon assuming employment

  • Familiarity with IRS rules and regulations governing the products offered by ICMA-RC (457(b), 401 (a), IRA and Retirement Health Savings preferred

  • Experience managing multiple sites and remote workers preferred

  • Experience in a retirement plan administration, financial services a plus.

For your well-being, we offer a solid compensation and benefits package that features a competitive salary, a straight-forward incentive plan that rewards results, and a 401(k) Plan. For your career, we offer tuition reimbursement, professional development courses, seminars, career enrichment assignments, mentoring programs and a record of enterprise growth that creates continuing opportunities for career advancement. Consider ICMA-RC, and respond in strictest confidence. ICMA-RC is an Equal Opportunity Employer that values diversity in the workplace. Minorities and women

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VP, Participant Services