Call Center Manager

  • Company

    BlackRock Inc.

  • Location

    USA-MA-Boston

  • Compensation

    not disclosed

  • Position Type

    Employee

  • Employment type

    Full time

  • Updated

    21 Nov 2008

  • eFC Ref no

    476808
See job description below

Line of Business Overview:
Within the Account Management Group (AMG) we pride ourselves on working with clients around the globe to develop solutions to meet their investment goals. Specific teams such as Alternative Investments, Cash Management, Financial Institutions, Global Consultant Relations, International, Private Client, Pension/Tax-Exempt and Wealth Management are dedicated to different types of clients to better understand their needs and to deliver excellent service by anticipating these needs.

The Call Center Manager position requires a dynamic individual to manage all aspects of the BlackRock Retail Service Center based in Boston. This individual will oversee the daily management of the Shareholder/ Advisor/Institutional/Closed-End Fund telephone teams (40+ individuals). This position will work closely on a daily basis with BlackRock’s outside transfer agent and print/mail vendor and be responsible for ensuring that BlackRock provides world class service to shareholders and financial advisors.

Accountabilities:

  • Manage all recruiting and hiring - ensuring adequate staffing of all groups.
  • Responsible for direct management of call center supervisors. This includes hiring, training, motivating, professional development and expectation management.
  • Manage to all departmental standards, including internal productivity, service levels, and all Dalbar and NQR standards.
  • Communicate and manage departmental expectations. This includes maintaining written departmental goals, procedures and standards.
  • Ensure workflow between the Service Center and outside transfer agent (PNC Global Investment Servicing) is efficient and complies with all accepted operating and audit standards.
  • Ensure Retail Operations management team has necessary technology and systems to effectively manage client services.
  • Participate in developing and implementing long term staffing/coverage plan for the call center. This includes managing all contingency/escalation scenarios.
  • Ensure that PNC GIS Problem Resolution and Correspondence Specialists provide timely, accurate responses to both internal and external clients.
  • Play an active and ongoing role in the continuous improvement of third party systems such as VRU, shareholder account access web site, and advisor web portal.
  • Provide recommendations to management regarding improving processes and procedures in order to further improve our service to our internal and external customers.
  • Ensure department adheres to all internal and applicable NASD/SEC compliance guidelines.
  • Recommend system enhancements to improve workflow and service to our external customers.
  • Support Director with other duties as assigned.

    • Qualifications:

  • Bachelors degree
  • 8+ years financial services industry experience including minimum 3+ years in a management role
  • Must posses (or be willing to obtain) FINRA S7 and S63 licenses
  • Superior organizational/planning skills
  • Strong ability to manage and motivate individuals
  • Working knowledge of all current workflow, legacy and desktop/telecom systems
  • Strong customer service orientation
  • Ability to successfully work in a fast paced environment, multi-task and work well under pressure
  • Outstanding verbal and written communication skills

    • Company:

      BlackRock Inc.

    • Recruiter Ref:

      3385

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