Merrill Market Client Relationship Manager

About the role

Merrill Wealth Management is a leading provider of comprehensive wealth management and investment products and services for individuals, companies, and institutions. Merrill Wealth Management is one of the largest businesses of its kind in the world specializing in goals-based wealth management, including planning for retirement, education, legacy, and other life goals through investment advice and guidance. Merrill’s Financial Advisors and Wealth Management Client Associates help clients pursue the life they envision through a personal relationship with their advisory team committed to their needs. We believe trust comes from transparency. Our trusted advisory teams are equipped with access to the investment insights of Merrill coupled with the banking convenience of Bank of America. Merrill is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Merrill, we empower you to bring your whole self to work. We value the unique perspectives in our thoughts, business, and within our employees and clients. Our Wealth Management team represents an array of different skills and experiences that individuals bring from all backgrounds and careers; whether gained through military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Responsibilities

• Lead the overall service delivery model to include the bank's digital offerings and wealth management banking strategy in the market while working with the Home Office to ensure superior client service.
• Partner with the market leadership team, Market Executives, Resident Directors, Financial Advisors, Wealth Management Client Associates, and Wealth Management Associates to facilitate daily business needs.
• Drive responsible growth while minimizing regulatory, financial, operational, and reputational risks.
• Serve as a direct report to the Division Client Relationship Executive (DCRE) or Senior CRM (SCRM) with dual reporting to the Merrill Wealth Management Market Executive (ME).
• Function as a member of the market leadership team and manage the Wealth Management Client Associates, Operations support staff, and the branch's operations department.
• Deliver firm strategy through the execution of the Market Strategy Plans.
• Partner closely with advisor teams to deliver a branded client service model focusing on digital solutions and enterprise capabilities.
• Serve as the Lead and Referral Coordinator for the market and manage the market expenses.
• Partner closely with the Senior Client Relationship Manager (SCRM) to support the ongoing development of the Elite Growth Practice roles, Wealth Management Client Associates, and the Operations staff.
• Manage the branch's Wealth Management Client Associates and Service Support Staff.
• Oversee the daily operations of a Merrill branch office ensuring appropriate supervision and compliance to industry regulations, and policies and procedures.
• Drive business growth by leading the service delivery model and wealth management banking strategy for their respective market.
• Hire, develop, and lead a team of cross-functional professionals to support Financial Advisor teams and deliver outstanding client service.
• Coach teams to deliver a modern, digital first service model focusing on exceeding the bank’s client service expectations and operational excellence goals.
• Ensure client service expectations are met and exceeded while balancing the risk and exposure for Merrill.
• Resolve complex, escalated client service and operational needs.
• Represent the office and Merrill with clients, prospects, Financial Advisor recruits, vendors, regulators, and outside legal counsel.
• Proactively identify opportunities to connect Financial Advisors and clients to the broader enterprise.
• Manage associates (managerial responsibilities).
• Demonstrate deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement (Manager of Process & Data).
• Communicate enterprise decisions, purpose, and results, and connect to team strategy, priorities and contributions (Enterprise Advocate & Communicator).
• Ensure proper risk discipline, controls and culture are in place to identify, escalate and debate issues (Risk Manager).
• Provide inspection, coaching and feedback to motivate, differentiate and improve performance (People Manager & Coach).
• Actively manage expenses and budgets in alignment with objectives, making sound financial decisions (Financial Steward).
• Assess talent and build bench strength for roles across the organization (Enterprise