Manager, Invest Operations

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 and at least one of the following: 66 or 63 or 65 


• Minimum Bachelor or equivalent experience


• 2+ years of management experience preferred


• 5+ years of general customer service experience - call center 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