Senior Manager Omni-Channel Participant Services

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 Senior Manager, Omni-Channel Participant Services is responsible for leading the execution and ongoing evolution of participant support across multiple service channels, including phone, chat, and email. This role plays a critical part in the successful adoption and expansion of live chat capabilities, a key strategic initiative for the organization.Reporting to senior leadership, this role partners on the ideation of omni-channel enhancements and is accountable for translating strategy into execution. The Senior Manager drives performance, optimizes cross-channel efficiency, and ensures high-quality, compliant participant interactions while directly managing a team of individual contributors.What You Will DoLead the execution, adoption, and ongoing expansion of live chat services as a strategic participant engagement channel.Manage a team supporting participant interactions across phone, chat, and email channels.Drive cross-channel efficiency by aligning resources to meet fluctuating participant demand and service needs.Monitor and manage performance against service level agreements, productivity goals, quality standards, and operational metrics.Serve as a Supervising Principal for FINRA-licensed representatives, ensuring adherence to regulatory requirements and supervisory responsibilities.Identify and implement AI-driven and automation opportunities to streamline workflows, improve response times, and enhance the participant experience.Provide coaching, development, performance feedback, and ongoing support to team members.Oversee quality monitoring programs and ensure compliance with organizational policies and regulatory requirements.Resolve escalated and complex participant issues with a focus on service excellence and timely resolution.Analyze participant interactions and operational data to identify trends, risks, and opportunities for improvement.Partner with cross-functional teams to implement service enhancements and support strategic initiatives.Lead process improvement efforts that increase efficiency, consistency, and service quality.Support workforce planning, staffing strategies, recruiting, and hiring decisions.Ensure adherence to schedules, operational standards, and departmental expectations.Foster a collaborative, positive, and high-performing team culture. What You Will BringBachelor’s degree in Business or a related field preferred; in lieu of a degree, 4 additional years of directly relevant financial services experience required.Minimum of 5 years of leadership experience in a contact center, participant services, or financial services environment.Minimum of 2 years of customer service experience, preferably within financial services, banking, or a contact center environment.FINRA Series 6, 63, and 26 licenses required.FINRA fingerprinting required.Demonstrated ability to consistently achieve or exceed performance and operational goals.Experience leading teams across multiple service channels, including phone, chat, and email.Proven ability to coach, develop, and motivate individual contributors.Strong written, verbal, and interpersonal communication skills.Knowledge of retirement plans, including 401(k), 403(b), 457, and IRA products.Understanding of FINRA, SEC, and related regulatory requirements.Strong analytical, problem-solving, and decision-making skills.Ability to manage multiple priorities and adapt in a fast-paced environment. What Will Set You ApartExperience leading or expanding live chat programs within a contact center or participant services organization.Demonstrated success implementing AI, automation, or digital service solutions to improve operational efficiency and participant experience.Experience managing licensed financial services representatives and supervisory responsibilities.Strong background in omni-channel service strategy and workforce optimization.Proven track record of identifying trends and implementing process improvements that drive measurable results.Experience partnering across business functions to influence and execute service enhancements.Passion for developing talent and building highly engaged, high-performing teams. ***Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time, including CPT/OPT.***What we o