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Manage a team of Investment Specialists, overseeing hiring, coaching, performance, scheduling, service levels, and compliance. Drive process improvements, resolve complex escalations, maintain policies and business continuity plans, and collaborate cross-functionally to improve member experience. The role supervises licensed employees and requires broker-dealer experience, financial services knowledge, and Series 7, 24, and 66 or 63 and 65 licenses.
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Who we are:
Shape a brighter financial future with us.
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 escalate 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+ yearsof 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 RightsSoFi 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 [email protected].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.
SoFi New York, New York, USA Office
Our New York office, located in the meat-packing district, provides an open work environment and is a hub for our finance teams. Our large conference, flexible work spaces, huddle rooms, and shared community areas allows our teams to openly collaborate while looking at some spectacular views.
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