Analysis Operations Manager

Pontera is a fintech company on a mission to help people retire better. Our software platform enables retirement savers to get the help they need managing their 401(k) and other retirement plan accounts as part of a personalized strategy by their trusted financial advisor.

Pontera is used by financial advisors across the nation– from SMB to Fortune 500 RIA firms, independent broker-dealers, plan custodians, and plan advisors.

Backed by leading venture capital firms including ICONIQ Growth and Lightspeed Venture Partners, Pontera is built by talented individuals who share a dedication to helping people retire with greater security.

Our team is fast-growing and driven to become one of the largest fintech companies in the world. Our culture is built on a people-first principle: in a complex and numbers-driven industry, we never lose sight of the people we serve and work alongside. That’s where you come in.

Description

Our Account Operations Team is seeking for an Operations Manager to take on the role of managing our account connections team on a long-term basis.

In this position, the manager will oversee a group of support operators, offering guidance, education, and constructive criticism to ensure the team is achieving its goals and progressing both individually and as a group. The Operations Team's primary responsibilities include establishing initial account connections and sustaining access to all connected accounts on a daily basis. In addition to collaborating closely with the Product and Development Team and our Global Team in the US.

Responsibilities

The daily responsibilities entail:

• Developing and designing an adaptable and dynamic operational process that can swiftly respond to any changes within the operations.
• The role necessitates being accessible at all times, with a requirement for around-the-clock availability and responsiveness.
• Efficiently managing matters and being the go-to person for complex technical issues around the clock and reporting back to the relevant management.
• Conducting analysis to identify trends, pain points, and opportunities within the operation and initiating appropriate interventions.
• Identifying knowledge and operational process gaps through analysis and implementing improvement and action plans.
• Collaborating with the product team to create tools that enhance efficiency by automating repetitive and inefficient processes.
• Supporting team members in resolving complex issues/questions that arise from the Customer Success Team.
• Analyzing data to gather information for management on efficiency, highlights, and lowlights.
  
  

• 3+ years of experience in high-scale environment, at least one year of management a team
• BA or B.Sc. degree.
• Practical experience with SQL and Tableau
• High English level
• Strong analytical skills
• Great communication and interpersonal skills
• Ability to work well under pressure
• Curious, independent, and self-motivated
  
  

• Opportunity: Have a major impact at a fast-growing startup that is revolutionizing the FinTech industry
• Team Culture: A collegial, collaborative, fun work environment with frequent team events
• Equity: All new hires are eligible for equity grant participation
• Professional Development: Sponsored learning & development program
• Work Flexibility: A hybrid office work model (In-Office Mon/Tues/Weds and WFH Sun//Thurs)