Support Leader Manager
Current• Lead and develop a team of 5 supervisors, consistently performing in the top 10% of the department’s objectives and key results, with a focus on fostering an involved and collaborative work environment• Proactively developed and presented comprehensive training courses to enhance the security of client accounts, leading to 4.5% decrease in security-related defective calls• Create and implement hiring and training plans for new leaders • Utilize Vanguard Management System and Coaching Kata to develop leaders in alignment with company values, promoting team efficiency and moral• Ensure team members' adherence to FINRA regulations, ensuring a high level of compliance• Manage client complaints and review procedures to provide oversight on resolutions• Utilize metric data to continuously improve departmental performance in key performance indicators• Prepare and analyze cross-departmental Client Satisfaction information on a monthly basis to influence training curriculums and implement new workflow strategies• Collaborate with Operations Team and Workforce Management Group to facilitate daily call volume efficiency by implementing urgent initiatives for operational excellence in challenging environments• Demonstrate advanced proficiency in Microsoft Office and PowerApps by creating various new trainings and matrices used by hundreds of employees• Lead the Resources Development team for the Auto VBA Campaign to design a curriculum and educational resources for over 500 agents
