Director, Contact Center – Victory Capital InVest
San Antonio Office
About Victory Capital:
Victory Capital is a diversified global asset management firm and employs a next-generation business strategy that combines boutique investment qualities with the benefits of a fully integrated, centralized operating and distribution platform.
Victory Capital provides specialized investment strategies to institutions, intermediaries, retirement platforms and individual investors. With 12 autonomous Investment Franchises and a Solutions Business, Victory Capital offers a wide array of investment products and services, including mutual funds, ETFs, separately managed accounts, alternative investments, third-party ETF model strategies, collective investment trusts, private funds, a 529 Education Savings Plan and brokerage services.
Victory Capital is headquartered in San Antonio, Texas, with offices and investment professionals in the U.S. and around the world. To learn more please visit www.vcm.com or follow Victory Capital on Facebook, Twitter, and LinkedIn.
General Summary and Purpose:
We are looking for a driven director to lead the contact center and operations of the Victory Capital direct investor business. In this role, you will drive efficiency, growth, and contribute to our effort to deliver a world-class client experience. You will oversee a range of functions including contact center, fraud management, middle and back-office operations (e.g., transfer agency, brokerage), and quality management. To be successful in this role, you will bring 10-years or more in customer service and contact center experience with the ability to establish and maintain procedural documents, KPIs, training, and execute process improvement efforts. You will report to the Head of Service and Ops, and will be based at our corporate headquarters in San Antonio, TX.
You will report to the Head of the Contact Center, Victory Capital InVest
You Will:
- Implement best practices and innovate new processes to optimize contact center and middle-office performance
- Interface with and manage the execution of third-party vendors responsible for daily functions
- Ensure outsourced services comply with the Master Services Agreement (MSA) and any other relevant amendments or appendices which guides the 3rd party’s relationship
- Support fraud prevention and mitigation efforts by tracking, validating, and enhancing existing fraud risk strategies
- Lead the contact center and operations organization in a manner consistent with the execution of goals, corporate values, and the best interest of VCM’s clients, employees and shareholders
- Coach and develop frontline supervisors and individual contributors to deliver highest level of customer service and business outcomes
- Provide coaching and development for employees
- Ensure the contact center meets or exceeds key service levels
- Organize and lead projects from inception to completion
- Continually assess business for process and efficiency improvements
- Ensure customer service quality is met and exceeded across all channels, including voice, email, live-chat
- Oversee contact center staffing to ensure optimal performance
- Deliver superior customer outcomes by setting performance goals and standards
You Have:
- 10+ years of experience in client services and back-office operations
- 5+ years of progressive leadership experience managing a contact center and front-line supervisors
- Experience in customer service, risk management, wealth management, brokerage, and retail financial services industry serving individual investors
- Previous responsibility for achieving and exceeding service levels
- Ability to create and maintain strong relationships
- Ability to work independently, foster collaboration, and lead a team to achieve shared goals
- Deep knowledge of the financial products and services, and demonstrated passion and interest in financial markets
- Track record of delivering excellent client experience
- Active and valid FINRA Series 7 and 63, 65 or Series 66 licenses
- FINRA Series 24 or ability to obtain in 90-days
- Ability to manage all aspects of change management
- Working knowledge of vendor management
- Experience in organizing and managing projects
Our Benefits:
Victory Capital Management offers excellent Medical, Dental, Vision plans, Flexible PTO, Family Medical and Disability Leaves, Education Tuition Reimbursement and a 401k plan with a generous employer match.
Target Compensation:
The target base salary range for this position is $106,250 - $ 125,000.
Salaries are determined based on internal equity, internal salary ranges, market data/ranges, applicant’s skills and prior relevant experience, certain degrees, and certifications.
Victory Capital Management operates a pay-for-performance compensation philosophy and total compensation may vary based on role, location, department and individual performance.
Victory Capital Management’s total compensation package includes the opportunity for annual compensation bonuses and/or commissions and a generous benefits package.
We are committed to equal employment opportunity without regard to actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, height, weight, hair texture or a hairstyle historically associated with race to include braids, locks, or twists; or any other characteristic protected by applicable federal, state, or local laws and ordinances.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
