Service Manager

Position Summary

Service Managers (SM) are responsible for shaping the future of service by modernizing our client experience through operational efficiency and oversight. The SM reports directly to the Market Business Service Officer (MBSO) and oversees the supervision, management of Service Associates & Receptionists, and execution of all operational service functions within the assigned branches.

Duties And Responsibilities

• Operate and manage service transaction approvals and processes (e.g., trade supervision, money movement, document handling, cashiering, trading and account maintenance)
• Ensure reporting, logs and files are maintained and actioned appropriately
• Conduct quality assurance reviews on execution within operations area as well as the entire branch
• Lead select operational remediations within the team and ensure corrective action is taken before deadlines
• Ensure appropriate coverage across all branches assigned which may include travel to assigned branches (e.g., both within operations areas as well as offices with reception areas)
• Facilitate and manage resolution of client inquiries/requests
• Ensure compliance with Firm policies and procedures by overseeing the execution of regular self audit testing and partnering with the Market Risk Officers on branch exams and corrective action plan implementation relating to the service organization
• Identify and implement process improvements to ensure teams are maximizing productivity and driving efficiencies
• Administer other duties as delegated by the Market Business Service Officer

People Management and Communication

• Lead the Branch in executing the organization’s strategic priorities by influencing and coaching behavioral change with a focus on consistency, quality, and compliance with Firm policies and procedures
• Mentor, supervise, and manage a team of Service Associates & Receptionists, including conducting one-on-one meetings for coaching opportunities, career goal setting, job related activities, firm opportunities, and team building with direct reports
• Manage and oversee Service Associates & Receptionists responsible for operations within the branch
• Promote a branch culture that’s consistent with the Firm’s core values, including championing diversity and inclusion