Description

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

The Lead Specialist is primarily responsible for setting up and maintaining the debited plan or participant fees, onetime fees, and ongoing fee rules.

Overseeing daily teamwork to ensure timely and accurate completion of service requests on time and with complete accuracy. This role provides floor-level leadership, supports operational consistency, and serves as the first point of escalation for team members.

The Lead Specialist partners with management to maintain service standards and reinforce process adherence.

Document process procedures and maintain reports and dashboards. Regular contact with US partners to understand any issues or concerns.

ESSENTIAL FUNCTIONS

• Oversee day-to-day team workflow to ensure service requests are completed within established timelines and accuracy standards.
• Assigns and monitors work to support productivity and queue management.
• Serves as the primary floor resource and subject matter support for team members; resolves routine and moderately complex issues and escalates higher-risk matters to management.
• In tandem with the US Team, supports the documentation and maintenance of standard operating procedures and process guides; Assists in the development and delivery of team training, including onboarding support and reinforcement of existing procedures.
• Identifies process gaps or workflow challenges and escalates recommendations for improvement to leadership.
• Provides coaching and guidance to promote adherence to operational standards and strengthen team capability.
• Partners with internal stakeholders, including U.S. counterparts, to ensure alignment on service expectations and operational requirements.
• Escalates issues, capacity concerns, and performance risks promptly to the Supervisor or Manager

QUALIFICATIONS:

• Bachelor's degree in finance & accounting is a must.
• Minimum 6 to 8 years of total experience in any financial related service preferred.
• 3+ years' experience in mutual fund, broker dealer back office or accounts payable/ accounting experience
• Good knowledge of MS Office Excel

CERTIFICATIONS / LICENSING REQUIRED

• FINRA Series 6 & other industry specific registrations/licenses permitted, but not required
• Fingerprinting required for non-registered personnel to match U.S. requirements for same position(s)

OTHER PREFERRED QUALIFICATIONS

Experience, Knowledge and Skills:

• Able to work within prescribed deadlines.
• Basic understanding of 401K will be added advantage.
• EASY, CIRRUS and SAP experience preferred
• Strong analytical/problem solving, written and verbal communication skills
• Eye to detail with strong analytical, interpersonal and organizational skills
• Accountability: Demonstrates reliability by taking necessary actions to ensure issues are resolved within the set deadlines
• Global Collaboration: Applies global perspective when working within the Team and reach out to relevant stakeholders to avoid any delay in resolving queries
• Communication: Articulates information clearly and presents information effectively and confidently when working with others
• Time Management: Ability to multi-task, prioritize, and problem-solve effectively. Promptly handles escalated issue/s
• Results oriented with ability to effectively manage multiple tasks and projects simultaneously meeting all deadlines.
• Must have the ability to work cohesively with peers and management across the organization.

This job operates in a professional office environment. This role routinely uses standard office equipment such as but not limited to; computers, phones, photocopiers and filing cabinets. While performing the duties of this job, the employee is regularly required to concentrate, talk and hear. This role is regularly required to type, reach with hands and arms, sit for long periods of time, read, write, listen, verbally communicate, present information, respond to questions, problem solve, concentrate and tolerate stress. Many duties will be done while sitting at a desk and working on a computer

This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications of the job. The employer has the right to revise this job description at any time. You will be evaluated in part based on your performance of the responsibilities and/or tasks listed in this job description. You may be required perform other duties that are not included on this job description. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason, as per terms and conditions of your employment contract.

We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.