Manager, Invest Operations

SoFi; Jacksonville (FL); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Benefits at SoFi

Job summary

SoFi in Jacksonville seeks a Manager, Invest Operations to lead a team of Investment Specialists and drive day-to-day operations. You will hire, coach, and develop staff, while fostering a solutions-focused culture and monitoring service levels to ensure an exceptional member experience.

Role requires Series 7/24/66 (or 63/65) licensing, 2+ years management, 5+ years customer service, and Broker Dealer experience.

Qualifications

• Must have Series 7, 24 & 66 (or 63 & 65).
• Bachelor degree or equivalent experience.
• 2+ years of management experience preferred.
• 5+ years of general customer service experience.
• 3+ years of experience in a Broker Dealer setting.
• Call center or processing center management experience is preferred.
• Strong leadership and management skills including conflict resolution.
• Strong written communication skills to convey issues clearly.
• Ability to adapt to change quickly and work independently.
• Financial services customer service experience preferred.
• Situational Leadership understanding and high emotional intelligence.
• Some evenings and weekend days may be required.

Responsibilities

• Independently manage a team of investment specialists.
• Hire, coach, and manage performance; develop team members.
• Foster an environment focused on solutions and differentiators.
• Monitor service levels, inbound volume, and schedule adherence.
• Manage attendance, paid time off, and performance objectives.
• Identify issues and propose process improvements for systems and procedures.
• Allocate time and resources across team and cross-functional areas.
• Ensure compliance with internal policies and applicable regulations.
• Respond to complex situations using specialized knowledge.
• Supervise licensed contributors across a range of experience levels.
• Collaborate with business partners to secure cross-functional buy-in.

Skills

Leadership

Management

Customer service

Communication

Change management

Problem solving

Education

Bachelor's degree or equivalent experience

Tools

Broker Dealer experience

Job description

Who we are:

Shape a brighter financial future with us.

Employee Applicant Privacy Notice

Who we are: Together with our members, we’re changing the way people think about and interact with personal finance.

We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.

The role

The Manager, Invest Operations will manage a team of Investment Specialists with responsibility for the day-to-day operations of the team. Responsible for driving business and process changes to ensure SoFi Invest members have an exceptional experience.

What you’ll do:

• Independently manage a team of investment specialists
• Responsible for hiring, coaching, performance management and team member development
• Foster an environment focused on finding solutions to problems and innovative differentiators
• Monitor service levels, inbound volume, and schedule adherence
• Manage team members' attendance, sick time, and paid time off
• Manage team member performance by defining clear goals, objectives, responsibilities, and priorities
• Ability to identify and elevate issues, and propose recommended solutions regarding process improvements for systems and procedures
• Effectively manage time and resources within team, department and cross-functionally
• Monitors the day-to-day activities of functional areas to ensure compliance to internal policy, legal, and pertinent regulations. Establishes, monitors, and maintains internal policies and procedures as well as business continuity plans
• Utilizes experience and specialized knowledge of specific functional areas and internal policies and procedures to respond to and make appropriate decisions to resolve the most complex situations referred by staff
• Supervises a variety of licensed Individual contributors ranging from junior to senior levels
• Work cross-functionally to obtain buy-in and solve complex issues with the assistance of business partners

What you’ll need:

• Must have the following existing licensing combination: Series 7, 24 & 66 (or 63 & 65)
• Minimum Bachelor or equivalent experience
• 2+ years of management experience preferred
• 5+ years of general customer service experience
• 3+ years of experience in a Broker Dealer setting
• Call center or processing center management experience is preferred
• Experience hiring, training, motivating, monitoring, and coaching teams of customer service & processing employees
• Strong leadership and management skills including experience in employee conflict resolution and development
• Strong written communication skills are required to answer questions and communicate issues clearly & concisely to associates, customers as well as management
• Ability to react to change quickly and implement new processes & procedures
• Ability to work independently with little or no supervision
• Professional demeanor and excellent work habits are essential
• Financial services-specific customer service experience preferred
• Understanding of Situational Leadership, high Emotional Intelligence
• Some evenings and weekend days may be required

Compensation And Benefits

The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.

To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!

SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.

The Company hires the best qualified candidate for the job, without regard to protected characteristics.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

New York applicants: Notice of Employee Rights

SoFi is committed to an inclusive culture. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email [e-mail].

We are unable to accommodate remote work from Hawaii, Alaska or Puerto Rico at this time.

Internal Employees

If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.