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Client Services Manager

3 months ago

Franklin, United States Hispanic Technology Executive Council Full time
At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.

Manages team and employee development, including identifying staffing needs, mentoring and performance management. Communicates purpose, clarifies roles, tasks, milestones, and measures of success. Takes a leadership role and is responsible for identifying proactive solutions.

Primary Duties & Responsibilities:

  • Explores potential solutions and recommends the most appropriate course of action or solution.

  • Ensures the delivery of high-quality service in a cost effective manner by managing operating plan, staff, budget and unit costs, consistently meeting service level goals, and ensures timely quality call reviews and processing audits.

  • Handles escalated issues related to staff, cases, process, and/or systems from both home office and field operations areas. Collaborates with internal customer, external vendors, and across divisional/department lines to resolve problems when necessary.

  • Ownership of investment program procedures, ensures investment program accounts are managed according to program and regulatory requirements. Provides ongoing home office supervision/oversight function of investment advisory accounts to ensure supervisory integrity and compliance to ensure core fiduciary responsibilities are being met.

  • Acts as division project owner, contributor, SME and/or lead and manages a variety of projects/enhancements from concept to completion including scope, time and budget. Ensures that all documentation requirements are satisfied as well as compliance with company and regulatory procedures. Ability to lead change management across the organization. This role interfaces directly with business clients, the field, other NM areas, strategic vendors and business system teams. Responsible for communicating on various levels, salary administration, conflict resolution, dealing with ambiguity and independently making quality decisions.

  • May enhance field productivity, growth and retains customer assets by identifying system enhancements, operational efficiencies and collaborating with various service providers.

  • Identifies improvement opportunities that will lower unit costs; implements process or technology improvements in an effort to improve the customer's experience and interactions with the company.

  • Assists senior management with succession planning by identifying future leaders and develop all individuals to their highest potential. Incumbent will keep abreast of developments in the industry and anticipates the need for communicating with various internal teams and network offices.

  • Other responsibilities may be assigned as necessary.

Qualifications:

  • Bachelor's degree with an emphasis in business, operations management or related field or equivalent experience.

  • Minimum of seven years of related experience to include in depth knowledge and design/implementation of operational procedures and policies. Includes a minimum of two years in an operational management leadership position with proven management, human relations, and interpersonal skills necessary to manage a group of people.

  • Series 6 and 26 required.

  • Technical knowledge of the operational aspects related to financial services and products.

  • Demonstrated ability to apply knowledge across complex business areas and manage projects and teams.

  • Strong business acumen and demonstrated ability to learn new business concepts and procedures.

  • Proven ability to be responsive to changing business needs, manage and prioritize concurrent assignments and handle ambiguity.

  • Ability to focus and deliver proactively in a dynamic, multi-tasking, fast-paced environment.

  • Demonstrated ability to anticipate future business consequences and trends.

  • Experience working with internal and external customers towards meeting or exceeding customer expectations.

Benefits:

  • Competitive base pay

  • 401K

  • Pension plan

  • Educational assistance

  • Performance based incentive pay

  • Medical, dental and vision insurance

  • Parental leave

  • Caregiver time off

  • .and more

This position has been classified as a Registered Representative under NMIS guidelines and requires fingerprinting.

Required Certifications:

Series 26 - FINRA, Series 6 - FINRA, SIE - FINRA

Compensation Range:

Pay Range - Start:

$75,180.00

Pay Range - End:

$139,620.00

Northwestern Mutual pays on a geographic-specific salary structure and placement in the salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity as well as the cost of labor in the market; and other conditions of employment. At Northwestern Mutual, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. Please note that the salary range listed in the posting is the standard pay structure. Positions in certain locations (such as California) may provide an increase on the standard pay structure based on the location. Please click here for additional information relating to location-based pay structures.

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We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.

If you work or would be working in California, Colorado, New York City, Washington or outside of a Corporate location, please click here for information pertaining to compensation and benefits.