Institutional Client Operations Manager

The goal of the Client Operations Manager is to manage, coach, and train a team of junior employees who provide institutional operational support to internal and external clients.

 

On a typical day, you may expect to:

        Help develop key performance metrics at an individual and at a team level

        Monitor said metrics and provide feedback to employees as required

      Answer questions about our service, the algorithm, the onboarding process, and technical issues via phone and email

      Train new employees on existing software systems and company procedures

      Manage and assign ad-hoc projects and workloads for the team

      Align team goals objectives with the firm’s objectives

      Create Training modules

      Create, administer and Analyze Client Surveys and present insights and data to management team

      Troubleshoot User Interface issues including technical issues, bugs, and user error and confidently work through issues with clients and engineering team

 

Desired Qualifications

      2+ years of experience assessing and meeting the needs of customers and/or solving customer problems

      1+ year of leadership experience including coaching, training or mentoring

      Ability to navigate multiple computer systems, applications, and utilize search tools to find information

      Ability to work in a fast-paced action oriented environment

      Experience directing work and monitoring performance of others

      Effective organizational, multi-tasking, and prioritizing skills

      Experience developing and cultivating professional relationships

      Experience interacting positively with unsatisfied customers

      Experience meeting or exceeding performance and operational objectives

      Good communication skills including speaking clearly, succinctly, and accurately while using a pleasant tone and common conversational courtesies

      Knowledge and understanding of retail compliance controls, risk management, and loss prevention

      Solid problem solving skills necessary to analyze situations that require thoughtful solutions

      Financial Service industry experience preferred

 

FutureAdvisor is proud to be an Equal Opportunity and Affirmative Action Employer.  We evaluate qualified applicants without regard to race, color, national origin, religion, sex, disability, veteran status, and other statuses protected by law. 

 

FutureAdvisor will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Article 49 of the San Francisco Police Code.


Meet Some of FutureAdvisor's Employees

Maria

Client Operations Manager

Maria manages the Client Operations Team. She works directly with customers, assisting them through their enrollment and ongoing experience with FutureAdvisor's product.

Phil

Engineering Manager

Phil focuses on delivery and execution of FutureAdvisor's software. In addition to management responsibilities, Phil is a core part of the interviewing process, helping raise the bar on hiring.


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