Director of Operations and Client Services - Brokerage Group

Primary Office Location :

626 Washington Place. Pittsburgh, Pennsylvania. 15219.

Join our team. Make a difference - for us and for your future.

Position Title : Director of Operating and Sales Support Services - Brokerage Group

Business Unit : WM - FNIS

Reports to : Managing Director and Program Manager

Position Overview :

Position works within Brokerage, across the organization, and with broker dealer firm to identify opportunities for process efficiencies, recommend improvements, gain buy-in and see new initiatives and change through execution. Position is responsible for :

1) Overseeing daily operational support for the sales team to achieve sales and service goals

2) Developing and maintaining processes to ensure the highest level ofservice and drive a consistent, positive client experience

3) Growth and development of the Relationship Associate Teams and

4) Helping to build productive RA / FA partnerships

Primary Responsibilities :

Responsible for brokerage operations functions to ensure accurate and timely processing of client sales and service transactions. Works with direct reports to ensure operational excellence to mitigate errors and reputational risk.

Supervises Operations Analyst and RA Team Leads. Responsible for maximizing operational performance and efficiencies by providing operational resources, leveraging broker dealer resources and identifying processing problems and streamlining where needed.

Works closely with Producing Sales Managers, RA Teams and Financial Advisors to ensure a high quality client service experience. Coordinates with Director of Sales and Client Services to improve customer service quality through the development and on-going evaluation of client service standards. Monitors execution on client service standards via CRM reporting.

Works collaboratively with broker dealer as a liaison to research and resolve issues related to client complaints, client transaction processing exceptions and overdue registered representative requirements.

Works collaborate with Wealth Management Compliance and broker dealer firm to create new and update existing policies and procedures to mitigate risk and ensure adherence to FNBIS Program guidelines and industry regulatory compliance requirements.

Oversees RA Team Leaders and RAs continual review of book of business service and administration. This includes monitoring CRM data for completeness and accuracy, book of business size and complexity, book segmentation and managing the re-alignment of clients following staffing changes and territory re-organizations.

Creates and executes innovative, strategic and tactical business plans specific to operations and client services. Provides the appropriate level of management reporting on assigned metrics to monitor progress and provide accountability. Helps to develop and manage the departmental budget.

Interacts with Director of Sales & Client Service, Producing Sales Managers, Program Manager and Market Executives to ensure continuity of business unit business plans and contingency planning. Collaborates on development and execution of strategic objectives. Facilitates on- and off-boarding of full time FNBIS staff and other FNB employees in dual roles with broker dealer firm.

Works with RA Team Leads to maintain optimal staffing levels and on performance management for assigned personnel. Develops on-going staff training plans to develop RAs' 1) ability to identify sales and service opportunities for a positive impact on client retention and relationship expansion, 2) industry knowledge through regulatory updates and 3) proficiency in FNBIS and broker dealer systems.

Adopts, advocates and effectively practices the guiding principles and tenets of the F.N.B. Wealth Management endorsed Leadership Doctrine and Best Practices Coaching guidelines.

Performs other related duties and projects as assigned.

All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation's risk management program.

F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.

Minimum Level of Education Required to Perform the Primary Responsibilities of this Position :

BA or BS

Minimum # of Years of Job Related Experience Required to Perform the Primary Responsibilities of this Position :

Skills Required to Perform the Primary Responsibilities of this Position :

Excellent management skills

Excellent communication skills, both written and verbal

Excellent organizational, analytical and interpersonal skills

Excellent customer service skills

Ability to use a personal computer and job-related software

MS Word - Basic Level

MS Excel - Intermediate Level

MS PowerPoint - Basic Level

Experience in a managerial capacity preferably in an operations or client service environment.

Licensures / Certifications Required to Perform the Primary Responsibilities of this Position :

Life and Health Insurance, Series 7 and 66 or equivalent with Series 24 preferred not required

Physical Requirements or Work Conditions Beyond Traditional Office Work :

N / A

Equal Employment Opportunity (EEO) :

It is the policy of F.N.B. Corporation (FNB) and its affiliates not to discriminate against any employee or applicant for employment because of age, race, color, religion, sex, national origin, disability, veteran status or any other category protected by law. It is also the policy of FNB and its affiliates to employ and advance in employment all persons regardless of their status as individuals with disabilities or veterans, and to base all employment decisions only on valid job requirements. FNB provides all applicants and employees a discrimination and harassment free workplace.