Operations Team Leader

2 weeks ago

St Petersburg, United States Raymond James Financial Incorporated Full time
Position Overview

At Raymond James Financial Incorporated, our Investment Central division is dedicated to providing outstanding service to our clients. As a licensed Operations Team Leader, you will guide a group of Associates, emphasizing a client-first approach. Your role encompasses leadership, client experience enhancement, training, staffing management, and collaboration with various departments.

Remote work is available, allowing you to operate from home.

Key Responsibilities

•Leadership: Exhibit strong leadership capabilities and supervisory expertise, alongside a comprehensive understanding of brokerage operations.

•Client Experience Management: Ensure your team consistently delivers a positive client experience by overseeing client interactions and utilizing performance metrics to optimize workflows.

•Training and Development: Act as the main contact for onboarding new Associates and provide continuous training to enhance client engagement.

•Staffing Oversight: Ensure adequate staffing levels in the call center to meet incoming call volumes effectively.

•Human Resources Management: Administer your team in alignment with the company's HR policies and procedures.

•Interdepartmental Collaboration: Work with other departments to address client account challenges and refine operational processes.

•Escalation Management: Address and resolve escalated client issues.

•Call Center Support: Provide additional assistance in the call center during peak call periods.

•Trade Execution: Process client-directed trades across various investment products including equities, mutual funds, and fixed income.

•Proactive Client Communication: Reach out to clients regarding significant account matters and conduct follow-ups as necessary.

•Transaction Management: Handle client-directed transactions such as ACH transfers and wire requests.

•Account Oversight: Manage a diverse portfolio of accounts, including trust and estate accounts.

•Compliance and Ethics: Uphold a high standard of integrity and adhere to the company's Code of Conduct and Ethics.

•Risk Management: Collaborate with branch and firm resources to mitigate operational risks.

•Performance Reporting: Provide regular updates to senior management on team performance and challenges.

•Process Documentation: Develop and document operational processes into Standard Operating Procedures.

Qualifications:

Knowledge, Skills, and Abilities:

Knowledge of:
  • Human Resources: Ability to interpret and apply HR policies effectively.
  • Call Center Operations: Understanding best practices for managing client interactions.
  • Account Types: Familiarity with various account types including individual, joint, and trust accounts.
  • Securities Trading: Advanced knowledge of trading across multiple investment vehicles.
  • Inheritance Processing: Understanding of industry practices related to inheritance cases.
Skills in:

•Policy interpretation and application

•Establishing operational objectives

•Implementing efficient workflows

•Coordinating team efforts

•Budget preparation

Ability to:

•Learn and apply concepts of the assigned functional area

•Plan, assign, and supervise the work of others

•Mentor and coach team members

•Identify and address training needs

•Balance resource demands effectively

•Collaborate with other departments to achieve goals

•Facilitate meetings and address diverse viewpoints

•Incorporate various business unit perspectives into operations

•Communicate effectively in both oral and written forms

•Work independently and collaboratively

•Lead a team in delivering exceptional customer service

•Establish and maintain effective relationships across the organization

Educational and Experience Requirements:

•Bachelor's degree in a relevant field or equivalent combination of education and experience.

•Minimum of three years' experience in financial services or operations, including at least one year in a leadership role.

Licenses and Certifications:

•SIE required unless exempt.

•Series 7 and 63/65 or 66 required.

•Series 9, 10, and 24 preferred.

Raymond James Guiding Principles:

At Raymond James, our associates embody five guiding principles (Develop, Collaborate, Decide, Deliver, Improve) to uphold our core values of client-first service, integrity, independence, and a long-term perspective.

We expect our associates to:

•Pursue professional growth and inspire others

•Collaborate effectively to achieve outcomes

•Make informed decisions with the client in mind

•Take ownership and accountability for results

•Contribute to the ongoing evolution of the firm.

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