Ops & Support Lead: Client Service & Compliance

Western & Southern Financial Group; Greensboro (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

Western & Southern Financial Group is seeking an experienced operations supervisor for the Agency group. You will plan and direct workflow across offices, supervise Client Support Specialists, and ensure accurate processing and exceptional service for internal and external clients.

The role involves coordinating audits, recruiting and training staff, partnering with sales leadership, identifying cross-selling opportunities, and improving processes.

Qualifications

• Proven experience supervising, mentoring, and motivating individuals.
• Excellent verbal and written communication with ability to translate business needs.
• Experience in customer service and resolving client issues with empathy.
• Demonstrated ability to plan and manage multiple tasks with accuracy and timeliness.

Responsibilities

• Provides professional and courteous service to internal and external clients and resolves inquiries, escalating when needed.
• Plans and directs work across multiple offices; anticipates resources and affects service levels.
• Identifies cross-selling opportunities and collaborates with departments to follow up on leads.
• Recruits, trains, and develops AOS associates, coordinating with Training Manager on performance improvements.
• Supports recruitment processes and onboarding for Financial Representatives, including training on systems and processes.
• Fosters open communication and accountability, sharing updates on initiatives and campaigns.
• Develops product and procedural knowledge and performs other duties as assigned.

Skills

Staff supervision

Customer service

Communication skills

Team leadership

Training

Education

Associate degree or equivalent

Tools

Microsoft Office

Job description

Western & Southern Financial Group is seeking an experienced operations supervisor for the Agency group. You will plan and direct workflow across offices, supervise Client Support Specialists, and ensure accurate processing and exceptional service for internal and external clients.

The role involves coordinating audits, recruiting and training staff, partnering with sales leadership, identifying cross-selling opportunities, and improving processes.