Wealth Management Customer Service Team Leader

As one of our Park Avenue Wealth Management Team Leaders, you will be at the heart of our Contact Center’s day to day operations.  You will have the opportunity to lead, manage, coach, develop, and motivate an award-winning team of frontline colleagues to meet our commitments to customers while living our Guardian Values. You will demonstrate leadership competencies and behaviors needed to influence change and accelerate impact through a consumer centric, growth mindset.  The role of an Park Avenue Wealth Management Team Leader is instrumental in exceeding customer service expectations, and achieving individual, team and organizational performance goals.  Your contributions will be critical in driving colleagues to reach the highest level of service excellence, employee engagement, continuous improvement of operational processes and self-service offerings, while adhering to compliance and security requirements.   You will Partner with leadership to drive strategic initiatives and continuous improvement efforts, influencing operational practices, leading change management activities, and ensuring the team successfully adapts to evolving business needs and customer expectations. Lead day-to-day business operations and achieve optimal business results, serving as primary point of contact for colleagues, critical business partners and customer escalations. Oversee and inspire a high performing team through daily coaching, training, and call/contact listening, providing tailored development feedback to each team member, and driving employee engagement. Create a culture of diversity and innovation where employees feel safe and empowered to share their thoughts/ideas; effecting change that will benefit team members and enhance service experiences. Effectively execute and manage budgeted resources against business goals to ensure that commitments and key performance metrics are achieved.  Proactively monitor schedule adherence and behaviors to ensure team members are in the right place, at the right time, to effectively serve our customers. Proactively analyze root-cause issues that generate service escalations, unnecessary customer effort, or multiple contacts on same service issue, adversely impacting the overall customer experience. Provide thoughtful responses to customer experience feedback, assisting with service recovery and/or implementing business improvements to drive persistency and service excellence. Proactively identify and communicate with senior leadership regarding business performance, adverse impact of decisions on customers and potential risks to the business. Effectively lead and/or collaborate on department projects and ongoing recruitment strategy. Manage annual performance review process, helping leadership team to set objectives and key results. You have Required Qualifications Minimum of 2-3 years of high touch customer service or operations experience, specifically with strong retirement and/or wealth management knowledge and background. Excellent leadership, analytical, verbal & written communication skills, and emotional intelligence. Ability to create effective relationships with senior leaders, peers, colleagues, and partners and be recognized as a trusted subject matter expert and resource. Exceptional level of accountability, discretion, and independent decision making. Ability to effectively prioritize tasks, take initiative and problem-solve. Excellent time management and organizational skills. Strong ability to simultaneously manage multiple business processes or functions.

Bachelor’s Degree or relevant degree/work experience preferred. Proficiency in Microsoft products, including Word, Excel, PowerPoint, and OneNote. Reporting Relationships This position reports to the Head of Park Avenue Wealth Management Service and Third-Party Technology.

Location & Travel Bethlehem or Hudson Yards locations. 10% Travel depending on location of direct reports, any