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Client Service and Engagement Specialist Team Lead, RCS

2 months ago

Orlando, United States Raymond James Full time

Job Description - Client Service and Engagement Specialist Team Lead, RCS (2401759) Job Description Client Service and Engagement Specialist Team Lead, RCS

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2401759 Description Job Summary: Under limited supervision, uses specialized knowledge and skills obtained through experience and/or training to assist with a variety of operational procedures and complex client needs. May assist with the overall management of the team, including collaborating with the Director of Service to identify opportunities for operational efficiency and productivity improvements and assisting with special projects. May train or lead the work of other associates or supervise routine work. Assist with developing business plans and procedures. Contact with internal and external customers will be required to identify, research, analyze and resolve problems. Monitors productivity and service levels using the various reports available. Provides comprehensive solutions to escalated issues. Self-starter that demonstrates a service first attitude with a focus on providing seamless client service and deepening client relationships. Essential Duties and Responsibilities: ·

Researches and provides resolution to advanced departmental and escalated client issues. ·

Acts as an information source for associates and assists with training initiatives for existing associates, new associates, and clients alike. ·

Assists team in developing client relationships and providing a high level of customer service. ·

Assists Director in overseeing team morale and plans team building and recognition activities. ·

Mentors and supports Service Advisors, contributing to or developing team resources. ·

Works in cooperation with peers on establishing objectives and developing processes and procedures to ensure efficient and timely workflow with special regards to service delivery, compliance, and risk factors for the firm. ·

Establishes internal and external partnership opportunities, through analysis of business needs and relationships that may enhance success. ·

Ensures appropriate documentation and departmental tools are created and/or maintained (job procedures, job aids, forms, training material, etc. ·

Identifies opportunities or risks and implements process improvements. ·

Effectively collaborates with Director to accomplish assigned goals, implement process/policy changes, and create a positive client experience. ·

Collaborating with peers across the division, leads and oversees proactive client engagement touchpoints and outreach initiatives. ·

Manages enablement within Service organization for cross-functional division initiatives. ·

Effectively implements system or process changes and identifies and manages impact to team and clients. ·

Special projects as assigned. Qualifications Knowledge, Skills, and Abilities: Knowledge of: • Advanced investment concepts, practices and procedures used in the securities industry. • Fundamental operating processes and practices of a custody and clearing platform. • Operations and systems of assigned functional area. • Broad understanding of the different areas of Operations • Financial markets and products. Skill in: • Identifying and resolving systematic and operational issues. • Implementing processes and procedures for efficient and timely workflow. • Analyzing operational processes and identifying opportunities for improvement. • Promoting effective coordination between multiple work groups and functional areas. • Strong verbal and written communication skills – equally effective in a formal or informal setting and various levels of the organization at conveying key information and advocating positions • Cultivating and maintaining effective working relationships. • Creative problem solving to meet client needs while managing business scale and risk. Ability to: • Lead the work of others and provide cross training, coaching and mentoring. • Organize, manage and track multiple detailed tasks and assignments with frequently changing priorities and deadlines in a fast-paced work environment • Interpret and apply operational policies and procedures. • Balance conflicting resource and priority demands. • Read comprehend and apply business related information. • Partner with other functional areas to accomplish objectives • Facilitate meetings ensuring that all viewpoints, ideas and problems are addressed. • Incorporate needs, wants, and goals from different business unit perspectives into operational processes. • Communicate effectively both orally and in writing. • Work independently as well as collaboratively within a team environment. • Establish and maintain effective working relationships at all levels of the organization. Educational/Previous Experience Requirements: •

Bachelor's degree in a related field or an equivalent combination of education and work experience. • Five (5) or more years’ experience in financial services / operations including one (1) year as team lead or leadership experience in a financial or service organization. Licenses/Certifications: • SIE required provided that an exemption or grandfathering cannot be applied. Raymond James Guiding Behaviors

At 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 firm At 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. Raymond James & Associates, Inc., member / , and Raymond James Financial Services, Inc., member / , are subsidiaries of Raymond James Financial, Inc.New York Stock Exchange SIPC FINRA SIPC Raymond James and Raymond James Financial are registered trademarks of Raymond James Financial, Inc.

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