Functions as a part of a larger team dedicated to helping members pursue their financial goals. Responsible for the management of the operational team and department systems to support program initiatives and the customer service experience.
Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Oversee the management of the operations teams including the direct supervision of Client Service Associates, Operations Coordinator, as well as daily interaction with department staff and clients
- Effectively manage staff performance through the utilization of queue management, system reports, and review of individual work to ensure adherence to policies and guidelines
- Set performance goals, provide timely review of progress, and maintain performance documentation.
- Responsible for payroll/commission administration and automation
- Develop staff through continuous coaching and cross-training to foster and encourage ideas on improving the customer service experience
- Create and evaluate workflow processes to identify opportunity for improvement and greater efficiency in accordance with all broker-dealer requirements
- Engage in consistent communication with the team to ensure team members are updated on changes in products, policies, procedures, and goals
- Assist management in strategic planning of department activities including organization, staffing, and budgeting
- Oversee the administration and implementation of key systems and technology used by the team including the maintenance of authorized users and security levels
- Responsible for the implementation and timely completion of projects
- Perform other job-related duties as assigned by Manager
Requirements:
- Bachelors degree
- Minimum of 5-7 years of previous customer service experience within investment services industry
- 1-3 years management experience required
- FINRA Series 7, 66, or 63 and 65 licenses required
- Strong computer skills (MS Office, database management experience required)
