POSITION SUMMARY :
Service Managers (SM) are responsible for shaping the future of service by modernizing our client experience by focusing on operational efficiency and oversight.
The Service Manager (SM) will report directly to theplex Business Service Officer (CBSO) and is responsible for the supervision, management of Service Associates & Receptionists, and execution of all operational service functions within the assigned branches.
These operational service functions include but are not limited to money movement, trade support and operational approvals.
Additional job responsibilities include facilitatingmunication and training for Service Professionals, partner withplex Sales and Risk teams to ensure execution in all aspects of the business and further support the CBSO with delivering on service initiatives.
DUTIES and RESPONSIBILITIES :
Operational Oversight
- Oversee and manage service transaction approvals and processes (, trade supervision, money movement, document handling, cashiering, trading and account maintenance) and ensuring reporting, logs and files are maintained and actioned appropriately
- Oversee document handling by conducting 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 (, both within operations areas as well as offices with reception areas)
- Facilitate and manage resolution of client inquiries / requests
- Oversee various administrative efforts in the branch
- Ensurepliance with Firm policies and procedures by overseeing the execution of regular self-audit testing and partnering with theplex Risk Officers on branch exams and corrective action plan implementation relating to the service organization
- Participate in national calls to learn about new platform changes, policy and procedure updates, share best practices and learn about other timely updates
- Identify and implement process improvements to ensure teams are maximizing productivity and driving efficiencies
- Administer other duties as delegated by theplex Business Service Officer
People Management andmunication
- Lead the Branch in executing the organization's strategic priorities by influencing and coaching behavioral change with a focus on consistency, quality, andpliance with Firm policies and procedures
- Lead, mentor, and supervise 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
- Maintain strong relationships with key partners within the Branch,plex, Region and Home Office including participation in team meetings, regional and national calls
- 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
EDUCATION, EXPERIENCE, KNOWLEDGE, and SKILLS :
Education and / or Experience
- Four-year college degree required or equivalent education
- Previous industry experience
- Active Series 7 (GS), Series 9 and Series 10 (SU), and Series 66 (AG / RA) or Series 63 (AG) and Series 65 (RA)
- Other licenses as required for the role or by management
Knowledge / Skills
- Effective written and verbalmunication skills
- Strong attention to detail
- Ability to prioritize and resolveplex needs and escalate as necessary
- Ability to identify issues and trends in order to anticipate change and provideprehensive solutions and remedies
- Evidence of strong leadership and talent development capabilities
- Exceptional organizational and time management skills
- Exceptional conflict resolution skills
- Ability to manage relationships, motivate and lead groups of people at various levels throughout theplex
- Knowledge of Firm's Risk &pliance policies
- Ability to think strategically
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