Service Team Lead

Service Team Lead

Allworth Financial is an independent investment financial advisory firm that specializes in retirement planning, investment advising, and 401(k) management with a direct approach to financial planning. Allworth Financial delivers long- and short-term investment planning solutions and advice to help clients achieve their goals and plan strategically for retirement.

The Direct Business Team Lead is responsible for the daily operations of the Direct Business Operations team. This role ensures service levels are met, workflows are managed efficiently, and team members receive the coaching and support necessary to succeed. The Direct Business Team Lead serves as the bridge between the Director of Direct Business Operations and frontline associates, ensuring consistency, accountability, and operational excellence across the department. This is a full-time, exempt position in our Addison, TX office which requires 5 days in office.

Key Responsibilities

• Monitor queues to ensure all SLAs are consistently achieved. Will be expected to work within queues during peak processing days / times.
• Run daily / weekly team huddles to communicate priorities, process updates, and performance expectations.
• Approve and oversee frontline transactions requiring escalated review.
• Ensure accuracy and compliance with all internal procedures and industry regulations.
• Provide real-time coaching, feedback, and mentorship to team members.
• Partner with the Director to manage attendance, performance issues, and escalations.
• Support onboarding, training, and continuous development of new and existing associates.
• Foster a collaborative and accountable team culture.
• Track key performance metrics, including SLA adherence and queue health.
• Identify trends, bottlenecks, and process issues; recommend solutions to improve efficiency and service.
• Partner with leadership to create feedback loops that improve accuracy and consistency across the team.
• Act as liaison between Associates and the Director of Direct Business Operations.
• Support special projects and cross-departmental initiatives.
• Assist in implementing new workflows, technology enhancements, or compliance updates.
• Provide input into capacity planning and resource allocation.

Requirements

Success Factors

Benefits

We value our associates' time and effort. Our commitment to your success is enhanced by our competitive base pay and an extensive benefits package, including :

In addition, we work to maintain the best possible environment for our associates, where people can learn and grow with the firm. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.

Benefits are available to full-time associates who work more than 30 hours a week.