Director, Operations | New Accounts Client Service Center | St. Petersburg, FL

Job Summary :

As the Director of our New Accounts department, you will provide direction, leadership, and support to translate business strategy into work programs and processes for large, multi-function, and / or complex specialty work groups across multiple locations.

A robust understanding of the call center and service center operations, including (but not limited to) : scheduling, KPIs, forecasting, and effective workforce management, is crucial.

You are expected to have strong experience in onboarding new associates, developing and leading comprehensive training programs, and managing a dynamic workforce environment.

As a leader of leaders, you will manage a team of managers and supervisors, exemplifying strong expertise in all functional areas under your management.

You will interact extensively with senior leaders across the firm, including the Private Client Group and Technology, to achieve operational objectives.

Your role will include overseeing major and / or multiple projects with significant scope and complexity, as well as implementing and overseeing quality assurance programs to ensure call quality standards are consistently met.

You must work independently on challenging assignments requiring originality and latitude for unreviewed actions or decisions.

This role offers high visibility within the organization, direct exposure to executives, and significant potential for career growth.

Essential Duties and Responsibilities :

• Set goals for the functional area, aligning with the organization’s vision.
• Develop solutions for identified process improvement areas and collaborate with the management team for implementation.
• Establish objectives and design processes to ensure efficient workflow.
• Provide periodic reports on work progress, project completions, and ad-hoc reporting as necessary.
• Manage resource and priority conflicts effectively.
• Maintain regular communication with senior management and other stakeholders to identify and resolve issues.
• Ensure effective coordination between your managed functional area(s) and other departments.
• Monitor trends and implement necessary corrective actions.
• Financial data and performance indicators are used to set up control mechanisms and other improvement initiatives.
• Prepare and present operational budgets for your functional area(s).
• Create an environment conducive to high levels of associate engagement.
• Analyze key business needs to establish internal and external partnerships that enhance success.
• Facilitate and manage organizational change, addressing resistance and aiding teams and individuals in adaptation.
• Act decisively when necessary, conveying urgency to achieve results.
• Motivate and add value through others.
• Manage human resource activities, including performance assessment, remedial actions, and staff development.
• Plan, assign, and lead the work of subordinate managers and supervisors, providing coaching and mentorship.

Qualifications

Knowledge, Skills, and Abilities :

Knowledge of :

• Profound knowledge of call centers and service centers, including expertise in scheduling, forecasting, call quality metrics, and KPIs.
• Well-versed in investment concepts, financial markets, products, and advanced banking and securities operations principles.

Skill in :

• Capable of providing constructive feedback and coaching to enhance team performance and individual growth.
• Ensures that customer perspectives drive business decisions, maintaining high standards for performance and achievement.
• Experienced in managing multiple work groups across functional areas, ensuring efficient workflows and operational excellence.
• Skilled in preparing and managing operational budgets, using financial data to establish control mechanisms and drive improvement initiatives.
• Proficient in developing and optimizing workflow processes to enhance efficiency and effectiveness.
• Comfortable using standard office equipment and required software applications, facilitating seamless operations and communications.

Ability to :

• Ability to build and manage cohesive teams that exceed customer expectations, focusing on attracting, developing, and retaining top talent.
• Promotes an open, trustworthy work environment, fostering innovation and encouraging proactive problem-solving.
• Skilled in managing multiple priorities within a dynamic environment, ensuring effective allocation and optimization of resources.
• Demonstrates the ability to establish and maintain effective working relationships at all levels of the organization, enhancing collaboration and operational success.

Educational / Previous Experience Requirements :

Bachelor's degree in a related field and a minimum of ten (10) years’ experience in the financial services industry, including six (6) years in a leadership capacity.

Significant leadership in a call center environment is preferred.

Any equivalent combination of education, experience, and / or training approved by Human Resources

Licenses / Certifications :

• SIE required provided that an exemption or grandfathering cannot be applied.
• Series 99 or equivalent required or ability to obtain within 120 days.
• Series license(s) may be required depending on assigned functional area.

Raymond James Guiding BehaviorsAt Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view.

We expect our associates at all levels to :

• Grow professionally and inspire others to do the same
• Work with and through others to achieve desired outcomes
• Make prompt, pragmatic choices and act with the client in mind
• Take ownership and hold themselves and others accountable for delivering results that matter
• Contribute to the continuous evolution of the firmAt Raymond James as part of our people-first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all of our Associates.

When associates bring their best authentic selves, our organization, clients, and communities thrive. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.

Operations