Product Support Team Manager

Roles and Key Responsibilities

Product Lifecycle Expertise:

Ensure the team has a deep understanding of the PEA product structure, regulatory framework, and provides accurate support on its lifecycle (openings, closures, in-/out-transfers). Escalation & Troubleshooting:

Act as the primary point of escalation for complex issues like failed contributions, tax implications, transfer delays, and discrepancies in contributions vs. executed amounts. Specialized Coaching:

Conduct targeted coaching on savings plan execution logic (dates, order types, eligibility, partial executions) and the process for handling failed executions. Regulatory Compliance:

Monitor team interactions to ensure accuracy in assisting customers with regulatory product requirements (eligibility, transfer conditions, tax implications). Performance Management:

Drive team performance against product-specific KPIs and adherence to procedures, utilizing strong numerical and analytical proficiency.