Full Job Description
American Century Investments® is a leading global asset manager focused on delivering investment results and building long-term client relationships while supporting research that can improve human health and save lives. Founded in 1958, the firm’s 1,400 employees serve financial professionals, institutions, corporations and individual investors, offering a wide range of investment strategies across a variety of investment disciplines.
We are committed to providing institutional-quality, actively managed solutions with a performance-centered mindset. Our expertise spans global equity, global value equity, disciplined equity, multi-asset strategies, global fixed income, alternatives and ETFs.
Privately controlled and independent, we focus solely on investment management. This empowers us to align our decisions with client expectations and concentrate on their long-term money management needs.
Our culture of winning behaviors exemplifies our dedication to clients every single day. Delivering investment results enables us to distribute over 40% of our dividends—more than $1.7 billion — to the Stowers Institute for Medical Research, a 500-person, non-profit basic biomedical research organization with a controlling interest in American Century Investments. Our dividend payments provide ongoing financial support for the Institute’s work of uncovering the causes, treatments and prevention of life-threatening diseases, like cancer.
Headquartered in Kansas City, Mo., we also have offices located in New York; London; Hong Kong; Frankfurt; Sydney; Los Angeles; and Mountain View, Calif. (Silicon Valley).
For more information, please visit americancentury.com.
The PFSCO Contact Center Manager is responsible for effectively leading a team of phone representatives dedicated to executing a specific client-focused strategy which results in growing purchases in American Century funds, retaining American Century clients, and the attainment of department goals and objectives. The Manager will hire, lead, manage, mentor, and develop a team of specialists to success and ensure that every element of the environment embodies the ACI brand, culture, vision, values, and operating principles so that team members can achieve their personal best. The Manager ensures that we're sharing ACI’s culture, executing positive business development through focused sales management, and delivering an excellent client experience in every interaction across multiple delivery channels and points of access!
Does this sound like you? Then read on!
What You Will Do
Performance Development and Management (50%): Responsible for 12 - 16 direct reports. Ongoing mentoring for success. Performance development responsibility including training and feedback delivery within various formats and media. Ensuring quality review standards are met and exceeded. Performance management including HR tools and policy administration. Effective process and ongoing support of company initiatives, strategy, and brand messaging. Sales management focus and proficiency meeting and exceeding department deliverables.
Department Leadership and Project Management (20%): Active participation in cross-functional and interdepartmental initiatives. Recommend, initiate, and institute continual operational improvements. Change management advocate with proficiency affecting change. Short and long-term planning with strategic and tactical vision. Technical usage of products such as Nice, TA2000, Outlook, etc.
Compliance and Oversight Responsibility (20%): Proactive compliance responsibility for the department and company. Supervisory responsibility for Client contact, critical issues, and dispute resolution.
Workforce Management (10%): Adherence to service metrics that go above and beyond. Proficiency in the use of call center staffing tools. Coordinate daily workflow management including queue maintenance.
Models the American Century Investments Winning Behaviors- Client Focused, Courageous and Accountable, Collaborative, Curious and Adaptable, Competitive Drive
Bachelor's degree in a related field or any equivalent combination of education and work experience. Proven and demonstrated experience in leading and managing a team.
Demonstrated understanding of the financial services industry and a deep disciplinary knowledge of ACI policies, procedures and services.
Experience presenting effectively across all levels of the organization.
Registration required – Series 7, 63 and 24
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
American Century Investments believes all individuals are entitled to equal employment opportunity and advancement opportunities without regard to race, religious creed, color, sex, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, gender, gender identity, gender expression, age for individuals forty years of age and older, military and veteran status, sexual orientation, and any other basis protected by applicable federal, state and local laws. ACI does not discriminate or adopt any policy that discriminates against an individual or any group of individuals on any of these bases.
American Century Investment Services, Inc., Distributor.
©2019 American Century Proprietary Holdings, Inc. All rights reserved.