Senior Manager, Internal Sales & Service Support

Job Description

This role is responsible for leading the firm's advisor support organizations across either high net worth, institutional, or mass affluent distribution channels. Oversees the internal sales and operational support functions that enable advisors to deliver a high-quality client experience while ensuring operational excellence, risk management, regulatory adherence, and scalable service delivery.

Responsible for all people management accountabilities and works in partnership with the Wealth Market Presidents (WMPs), other sales leadership, operations, compliance, product, and data/analytics. The role leads teams supporting advisor and client needs including new account onboarding, money movement, wires, account maintenance, transactional processing, client communications, cash management, call center operations, and frontline service escalation management.

This role serves as a strategic and operational leader with direct accountability for service quality, advisor satisfaction, employee development, operational controls, and execution of enterprise service initiatives. This role will establish consistent practices across the footprint, ensuring best practices and policies are created and followed.

• Collaborates with Products & Services, Operations and Compliance colleagues to help train service and sales employees on new operational processes, platforms, and standard operational procedures.
• Coordinates and/or develops training/education workshops with emphasis on client service.
• Promotes a consistent legendary Customer Experience with a focus on growth, productivity, sales effectiveness, and compliance and risk management across the footprint.
• Works to develop a formal Associate On-Boarding process, Client On-Boarding/The Entire Client Experience, and Service model delivery standard.
• Leverages Client Service Supervisors to provide product review feedback as well as product/process improvement discussions.
• Maintains communication with all on a regular basis through regular meetings, visits, webinars, and conference calls.
• Communicates processes, updates, and policies to employees for proper utilization of bank systems and applications.
• Learns and develops processes to prevent losses and executes cost saving measures.
• Develops, administers, and updates procedures and policies to support business growth.
• Drives sales and revenue growth by partnering with centralized registered sales representatives to drive client experience and support model.
• Pairs with Wealth Market Presidents to ensure consistent client experience and advisor support delivery across the footprint.
• For centralized sales team, coordinates with all interested parties (marketing, field, operations, etc.) to create client action plan that can be managed and checked in Salesforce.
• Leads internal sales, service, and advisor support teams across centralized and field-aligned functions.
• Oversees support activities across client servicing, account opening, money movement, managed accounts, brokerage support, annuities, ACATs, financial planning support, and client communications.
• Safeguards consistent service delivery, effective escalation management, and strong coordination across front, middle, and back office partners, including operations, banking, compliance, marketing, and distribution.
• Aligns organizational structure, capacity, and support models to advisor needs, client experience expectations, and business growth priorities.
• Sustains a strong control environment across internal sales and service activities, ensuring adherence to FINRA, SEC, AML, privacy, and firm policy requirements.
• Supports audits, exams, OSJ preparation, and documentation readiness, including oversight of employee supervision, communication review, blotter review, and other required control activities.
• Monitors risk indicators and control effectiveness, escalates customer complaints and other concerns appropriately, and drives corrective action when needed.
• Attracts, develops, and retains high-performing leaders and team members across sales, service, and support functions.
• Sets clear goals, performance expectations, and accountability standards, while providing coaching, feedback, training, and development opportunities.
• Led workforce planning, hiring, onboarding, offboarding, succession, and compensation and disciplinary processes to build scalable capabilities and maintain strong oversight.
• Fosters a culture of teamwork, client focus, continuous improvement, and disciplined execution.

Qualifications

• Bachelor's degree required.
• Must be Series 7, 63/65 or 66 and 24 licensed.
• Additional licenses may be required.
• Minimum of 10 years business experience in a financial institution with an emphasis in operations or administration.
• Must have supervisory experience.
• Possesses a minimum of 7 years businesses experience in retail brokerage and private wealth management with an emphasis in operations, supervision and administration preferred.
• Ability to obtain a valid and active Life & Health insurance license.
• Consultative sales experience required.
• Proven ability to establish relationships and partner effectively with other departments.

Skills

• People management leadership.
• Training and education workshops.
• Client service promotion.
• Process improvement.
• Policy and procedure development.
• Operational excellence.
• Operational resiliency.
• Business continuity.
• Training delivery.
• Service readiness.
• Process changes and communication.
• Process implementation.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process changes and communication.
• Process