Brokerage Operations Manager, NYLIFE Securities 94806

New York Life•Cleveland, OH

7h•$90,000 - $130,000•Hybrid

About The Position

Join Wealth Management Solutions, where your expertise empowers individuals and families to achieve their financial goals. Collaborate with over 7,500 dedicated advisors and leverage the combined strength of NYLIFE Securities and Eagle Strategies to craft personalized wealth management plans. Be part of a team dedicated to empowering advisors with protection-first holistic advice and guidance, backed by New York Life’s financial stability. The Brokerage Operations Manager – NYLIFE Securities leads a team of approximately 11 operations professionals responsible for Transfer of Assets and Account Maintenance services supporting brokerage and direct mutual fund accounts. The Manager is accountable for team performance, service quality and effective operational oversight, helping deliver a consistent and high-quality experience for Registered Representatives and clients. As a Registered Principal and people leader, this role establishes team priorities, monitors operational performance and controls, and develops employees through coaching, feedback and career development. The Manager also works across Service, Agency, Product, Corporate Compliance, Legal and other business partners to resolve operational challenges, strengthen processes and advance continuous improvement and digital innovation across the Service Experience Value Stream.

Requirements

FINRA Series 7, 24 and 53 licenses.
Demonstrated experience leading teams in a service or operations environment, including setting priorities, managing performance, coaching employees and holding team members accountable for results.
Strong knowledge of brokerage and mutual fund products, operations and service practices, with the ability to assess complex situations and determine appropriate courses of action.
Strong analytical and problem-solving capabilities, with experience applying continuous improvement practices to identify root causes, improve processes and enhance customer and operational outcomes.
Excellent written and verbal communication skills, including the ability to explain complex information and brokerage terminology clearly and collaborate effectively with partners across functions and levels.
Ability to lead an engaged, high-performing team in a hybrid environment while balancing customer experience, operational quality, regulatory requirements and business priorities.

Nice To Haves

Bachelor’s degree in finance, business or a related discipline, or equivalent relevant work experience.
Three or more years of experience managing a service operations team, particularly within brokerage, securities or financial services.
Hands-on experience implementing Continuous Improvement practices, including participation in the Root Cause Problem Solving (RCPS) process; experience progressing Continuous Improvement efforts through the sustainability phase is strongly preferred.
Experience using digital, automation and AI-enabled tools to improve operational processes, with proficiency in platforms such as Microsoft 365, Fidelity Wealthscape/FBSI, Sales Central and OnBase.

Responsibilities

Lead service and operational performance by setting team priorities, monitoring processing goals, quality standards and management controls, and addressing performance gaps to promote timely, accurate and consistent service delivery.
Provide operational and principal oversight by conducting Principal Reviews, monitoring workflow and control reporting, supporting the resolution of complex cases, maintaining current procedures and supporting internal and external audits.
Develop and engage talent through ongoing coaching, meaningful performance feedback and career development, creating opportunities for employees to build capabilities while strengthening team performance and accountability.
Drive continuous improvement and digital innovation by identifying and implementing opportunities to improve processes, efficiency and the customer experience through root cause problem solving, Voice of Customer insights, automation, AI-enabled tools and other continuous improvement practices.
Collaborate across the organization to resolve operational challenges and advance strategic priorities, partnering with Service, Agency, Product, Corporate Compliance, Legal and other stakeholders on initiatives involving new products, procedures, systems and Wealth Management alignment.