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Services

We understand that no two organisations are the same. Find out more about how we've customised our recruitment offerings to help clients across South East Asia meet their needs.

Read more
About Robert Walters Philippines

Since our establishment in 2016, our belief remains the same: Building strong relationships with people is vital in a successful partnership.

Learn more

Work for us

Our people are the difference. Hear stories from our people to learn more about a career at Robert Walters

Learn more

Manager Participant Services

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Fantastic start-up opportunity in an established American Financial Retirement Services Firm, building the team from ground up.

Manager of Participant Services

Salary: Competitive and based on experience

Location: BGC

Keywords: Team Management, Call Centre, FINRA Series 6/63, Coaching, Quality Assurance

Our client is seeking a dedicated and empathetic Manager of Participant Services to lead a team of representatives in a call centre environment. This role is perfect for someone who thrives on nurturing a team, ensuring the highest quality of service, and fostering an inclusive and supportive work environment. The successful candidate will be responsible for managing incoming phone inquiries regarding retirement plans, hiring new staff, training, development, and coaching on an ongoing basis. This role offers the opportunity to work closely with other departments in coordinating new business implementation.

  • Lead a team of call centre representatives in providing top-tier customer service
  • Opportunity to nurture and develop your team through ongoing coaching and feedback
  • Work closely with various departments to coordinate new business implementation

What you'll do:

As the Manager of Participant Services, you will play a pivotal role in leading a team of call centre representatives. Your primary responsibility will be to ensure that every phone inquiry regarding retirement plans is handled with utmost care and professionalism. You will also be responsible for the hiring of new staff, their training, development, and continuous coaching. Your ability to identify trends and devise proactive solutions will be crucial in maintaining the high level of service our clients expect. As a Supervising Principal for FINRA Series 6/63 licensed representatives, you will have an important regulatory role as well.

  • Manage a team of call centre representatives, ensuring maximum productivity and service quality
  • Hire new staff and provide ongoing training, development, and coaching
  • Identify trends and determine proactive solutions to maximise service quality
  • Serve as a Supervising Principal for FINRA Series 6/63 licensed representatives
  • Perform weekly quality monitoring on all team members
  • Conduct monthly one-on-one meetings and ongoing coaching with staff
  • Ensure call centre statistical and quality goals are achieved or exceeded
  • Schedule and facilitate team meetings, implement morale-building programs, assist in training, liaise with other departments

What you bring:

The ideal candidate for the Manager of Participant Services position brings a wealth of experience in managing teams within a call centre environment. You possesses excellent organisational skills which enable you to effectively prioritise tasks and plan ahead. Your strong communication skills allow you to connect with your team and provide clear instructions. It is expected to have or acquire FINRA Series 6, 63 and 26 registrations within corporate-established timelines. A Bachelor's Degree in a business-related field is preferred, but substantial management experience can be considered as an alternative.

  • Bachelor's Degree, preferably in a business-related field or equivalent experience
  • 2-5 years of management experience required if without degree
  • FINRA Series 6, 63 and 26 registrations required within corporate-established timelines
  • 2-4 years of supervisory or management experience preferably in a call centre
  • Excellent organisation, prioritisation and planning skills required
  • Strong communication skills required

What sets this company apart:

Our client is a leading player in the financial services industry, known for their commitment to providing exceptional service to their customers. They foster an inclusive and supportive work environment where every employee is valued and encouraged to reach their full potential. They believe in continuous learning and development, offering numerous opportunities for professional growth. Their focus on work-life balance, employee wellness, and community involvement makes them a preferred employer in the industry.

What's next:

Ready to take the next step in your career? Don't miss this exciting opportunity!

Apply today by clicking on the link. We look forward to receiving your application!

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.

Contract Type: FULL_TIME

Specialism: Banking & Financial Services

Focus: Operations

Industry: Call Centre and Customer Service

Salary: Negotiable

Workplace Type: On-site

Experience Level: Associate

Location: Taguig

Job Reference: 9BCCS8-96D12CE3

Date posted: 04 July 2024

Consultant: Roger Smyth

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