Team Manager of Client Services – Shifts available: 2nd & 3rd shift

Team Manager of Client Services – Shifts available: 2nd & 3rd shift


Job Summary

The Team Manager of Client Services (CSR) supervises a team of Client Services Representatives who support customers in actively managing their Capital Markets document requests and product inquiries. This role provides day to day leadership and is responsible for enhancing learning, reliability and effectiveness of team members. The Team Manager provides effective personnel management, subject matter expertise for document setup and management as well as timely client inquiry resolution.

Responsibilities

  • Provides ongoing mentoring, coaching, and feedback to support optimal performance and development of team members
  • Evaluates team member development to identify and recommend professional growth and advancement opportunities
  • Ensures appropriate staffing needs are met based on client demand for 24/7 support
  • Conducts effective continuous performance feedback
  • Identifies and resolves interpersonal conflicts and resource constraints
  • Coaches team on best practices to ensure the highest quality of work is delivered in a timely manner
  • Delivers regular training and education opportunities to increase and reinforce Wdesk core competencies
  • Serves as a Wdesk technical resource and subject matter expert
  • Assigns and distributes projects in accordance with utilization and capacity ranges
  • Performs reviews of document setups and management to ensure completion and accuracy
  • Develops and improves current processes in order to create operational efficiencies
  • Assists Client Services Team on ancillary Wdesk projects as needed

What You’ll Need
Skills

  • Excellent verbal and written communication skills
  • Self-motivated with strong propensity for action, results and continuous improvement
  • Ability to work successfully in a high-energy, fast-paced, rapidly changing environment
  • Exceptional organizational skills with the ability to multi-task and manage multiple processes, programs and procedures simultaneously while working under pressure to meet deadlines
  • Strong technical aptitude, with competency in using Google Drive and Microsoft Word, Excel and PowerPoint
  • Proven ability to influence collaboration and build trusting relationships
  • Communicate, engage and align with department and organization stakeholders
  • Respond to customer concerns and escalates through appropriate channels
  • Proficiency in additional softwares including: Wdesk, Salesforce, OpenAir and Jira
  • Demonstrate ability to lead, work independently and take initiative to meet established timelines

Experience

  • Must have successfully performed client-facing or relevant role within Workiva for a minimum of twelve months

Education

  • B.A./B.S. degree preferred

Travel Requirement

  • Up to 25% travel for onsite training and filing support as needed

Working Conditions & Physical Requirements

  • Evening, Saturday and Sunday work may be required to meet client deliverables
  • Reliable internet access for any period of time working remotely, not in a Workiva office.

How You’ll Be Rewarded

  • Base Pay Range in Colorado: $77,000 – $98,000

  • A discretionary bonus typically paid annually

  • Restricted Stock Units granted at time of hire

  • A shift premium provided for night and weekend work

The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities.

Skills

Posted on

April 28, 2021