Client Services Supervisor - Service Center

At MFS, you will find a culture that supports you in doing what you do best. Our employees work together to reach better outcomes, favoring the strongest idea over the strongest individual.

We put people first and demonstrate care and compassion for our community and each other. Because what we do matters to us as valued professionals and to the millions of people and institutions who rely on us to help them build more secure and prosperous futures.

If you are considering sending an application, make sure to hit the apply button below after reading through the entire description.

THE ROLE

Using discretion and judgment, under the direction of the Department Manager, the Supervisor provides product, regulatory and technical expertise to staff to resolve inbound client calls ranging in complexity.

The Supervisor is responsible for the completion of tasks in projects sponsored by various departments including Distribution, Marketing, Telecomm, Compliance, and Legal.

The Supervisor meets with auditors relating to controls of our call components. The Supervisor manages routine Human Resource touchpoints in the employment lifecycle, including the processes of hiring, career development, staffing issues, and training.

Demonstrates competency to manage and maintain day-to-day operations specific to a functional team. Must ensure the timely escalation of issues or challenges to the appropriate management level should they arise.

May require multi-tasking in support of interdependent operating teams.

WHAT YOU WILL DO

• Manages the day-to-day operations and tasks for a work group while performing tasks when necessary to ensure deadlines are met.
• Participates in projects relating to mutual fund products, policies, and system updates.
• Assists in training through formalized training sessions on customer service trends, product, system, and compliance updates.
• Prepares procedures, which outline the customer service requirements for products and operate in a controlled environment ensuring the most effective way for such procedures to be carried out by the Department.
• Working with the Department manager and other constituents, interprets and applies new reporting rules, regulations, and procedures as they impact mutual funds as well as the application of current reporting rules to new investment products entered into by the funds.
• Participates in meetings with System and Risk Analysts to implement updates to the service model and enhancements to system applications as part of the project lifecycle.
• Serves as a resource to managers.
• Supports the audit process by answering questions and providing documentation as needed to either internal or external auditors.
• Coaches and develops employees to achieve department quality and productivity standards. Ensures timely communication of pertinent information by conducting regular staff meetings.

Assists with career development; writes and conducts performance appraisals; recommends promotions.

Assumes additional responsibilities as required.

WHAT WE ARE LOOKING FOR

• Bachelor’s degree or equivalent experience.
• 4-5+ years of Client Services experience or other equivalent experience.
• Strong communications skills, both written and oral.
• Strong leadership skills.
• Demonstrated organizational skills.
• Strong interpersonal skills with the ability to interact with individuals at all levels of the organization.
• Ability to multi-task to address competing initiatives.
• Ability to train, develop, motivate and evaluate staff.

At MFS, we are dedicated to building a diverse, inclusive, and authentic workplace. If you are excited about this role but your past experience doesn't align perfectly, we encourage you to apply - you might be just the right candidate for this role or others.

What we offer :

• Generous time-off provided : including "Responsible time off" for many roles, paid company holidays when the US Stock Exchange is closed, plus paid volunteer time.
• Family Focus : Up to 20 weeks of paid leave for new parents, back-up care program, dependent care flexible spending account, adoption assistance, generous caregiver leave.
• Health and Welfare : Competitive medical, vision and dental plans, plus tax-free health savings accounts with company contributions.
• Wellness Programs : Robust wellness webinars, employee assistance program, gym reimbursement through our medical plans, fitness center discounts, and more.
• Life & Disability Benefits : Company-paid basic life insurance and short-term disability.
• Financial Benefits : 401(k) savings plan, Defined Contribution plan- 15% of base salary invested into the Plan, competitive total compensation programs.

MFS is a hybrid work environment (remote / onsite) unless otherwise stated in the job posting.

If any applicant is unable to complete an application or respond to a job opening because of a disability, please contact MFS at 617-954-5000 or email talent [email protected] for assistance.

MFS is an Affirmative Action and Equal Opportunity Employer and it is our policy to not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, genetic information, disability, veteran status, or any other status protected by federal, state or local laws.

Employees and applicants of MFS will not be subject to harassment on the basis of their status. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

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