Manager, Advisor Services Operations

About the role

The Workflow Solutions Team Lead plays a hybrid role of handling managerial and supervisor responsibilities while also balancing production to provide support to the team. They will be relied upon to monitor our case workflow for meeting our service level agreements, providing applicable coaching to team members, handling escalated items from internal or external inquiries, while also staying in production as needed to meet demand.

Responsibilities

• Partner with Team Manager to ensure all operational workflow for the service organization is completed with the highest quality and by stated service level agreements (SLA)
• Handle complex or out-of-the-box requests or SME roles and own them to completion
• Advocate for the Advisor experience by owning the escalation and/or exception process by balancing risk in an effort to find a resolution
• Manage to a standard of quality in our work that exceeds the expectations of our business partners and our Advisors
• Monitor current and aged work and liaison with appropriate business partners to ensure we are meeting service levels
• Meet with employees to provide coaching or feedback on their quality of work and their alignment to our quality program
• Identify trends in operational paperwork and seek to educate our service teams and our internal partners on how to increase efficiency
• Assist manager with adhering to plan of supervision as necessary
• Review quality checks within the workflow and enforce a quality program with the team to ensure we are consistent across all groups
• Take the initiative to optimize existing workflows to reduce hand-offs or increase efficiency to ultimately improve the client and employee experience

Requirements

• Excellent organizational skills with a demonstrated ability to problem solve, interact with individuals at various levels, and think on your feet
• Proficiency in the design, implementation, and delivery of training programs for continuing education of processes, regulations, products, and services
• Passion for leading others with a desire to move into a people leadership position
• Willingness to pivot and constantly shift focus based on needs of the entire team and organization
• Ability to multi-task and handle a large quantity of volume at once, while maintaining a high level of accuracy
• In-depth knowledge of Advisor Services products, services, as well as demonstrated brokerage industry knowledge
• Demonstrated ability to prioritize business needs and manage time effectively
• Advanced technical skills with team-orientation and the ability to act as a resource for development of the team’s effectiveness
• FINRA Series 7, 63, 9/10 licenses required. Will consider condition of employment.

Qualifications

• Passionate about leading others with a desire to move into a people leadership position
• Strong organizational and problem-solving skills
• Experience in managing and supervising teams
• Knowledge of Advisor Services products and services
• Ability to prioritize and manage multiple tasks effectively
• Advanced technical skills and team orientation

Skills

• Leadership and management skills
• Problem-solving and decision-making abilities
• Collaborative and interpersonal skills
• Technical proficiency in workflow solutions
• Ability to handle complex requests and escalate issues

Benefits

• 401(k) with company match and Employee stock purchase plan
• Paid time off for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
• Paid parental leave and family building benefits
• Tuition reimbursement
• Health, dental, and vision insurance

Pay

This role is eligible for bonus or incentive opportunities.

Schedule

The role is a hybrid position, combining remote and in-office work.