Investment Services Manager

Win Hentschel Blvd Office•West Lafayette, IN

12h

About The Position

The Investment Services Manager oversees the day-to-day operations and continued development of the organization’s investment and retirement services program. The role leads and develops licensed financial advisors and investment support staff, coordinates team activities and workflows, supports high-quality member service, and advances business plan goals and strategic initiatives. The manager maintains operational and service standards, supports effective investment planning, promotes accurate and efficient operations, and focuses on increasing member penetration and assets under management. The position works collaboratively with internal sales and support teams, community partners, the broker-dealer, third-party vendors, and other stakeholders to integrate investment services within the organization and community and support members’ ongoing needs. It also provides people leadership, performance management, operational oversight, business development, partnership management, and support for investment program risk and compliance.

Requirements

Strong written, verbal, and interpersonal communication skills, including the ability to interact professionally with members, employees, vendors, and regulators.
Strong computer proficiency, including Microsoft Office applications and credit union and investment-services systems relevant to assigned duties.
Ability to organize, prioritize, and manage multiple tasks; respond to competing and changing priorities; and meet deadlines.
Strong analytical, problem-solving, and decision-making skills, including the ability to resolve difficult or complex situations.
Working knowledge of credit union products, services, policies, and procedures relevant to the role.
Working knowledge of regulatory and broker-dealer compliance requirements necessary to perform the job successfully.
Ability to exercise initiative, ownership, sound judgment, and independent discretion with minimal supervision.
Ability to supervise and engage both on-site and virtual team members.
Ability to communicate policies, practices, expectations, and procedures clearly to direct reports and stakeholders.
Commitment to confidentiality, continuous professional growth, diversity, and inclusion.

Responsibilities

Foster a culture of trust, teamwork, accountability, inclusion, professional development, and pride.
Monitor individual and departmental performance against procedures, service levels, business plans, key performance indicators, and established goals.
Monitor the member experience through observations, coaching, feedback channels, and follow-through; model exemplary service and mentor staff in communication, needs discovery, relationship development, and issue resolution.
Hire, coach, develop, and retain employees committed to excellent member service.
Lead team meetings, daily huddles, coaching conversations, cross-training, skill-building, and professional development activities.
Resolve escalated member concerns with empathy, urgency, and care.
Oversee daily investment and retirement services operations, prioritize work, and ensure critical tasks are completed accurately and on time.
Develop, monitor, and manage performance against key performance indicators supporting the business plan and growth.
Prioritize and reassign workloads based on volume, staffing coverage, and operational needs.
Create and maintain service standards for daily operations, member experience, employee engagement, and team goals.
Provide operational, administrative, and office support for the department as needed.
Develop and execute a business plan to increase member penetration and assets under administration; drive program and individual production goals through coaching and sales leadership.
Implement campaigns, promotions, referral activities, and other growth initiatives.
Build partnerships with Marketing, Branches, Member Business Services, Mortgage, and other internal teams to support holistic member solutions.
Develop, implement, and document procedures and processes; recommend improvements to service, efficiency, quality, or value.
Maintain effective working relationships with the broker-dealer, third-party vendors, community partners, and internal stakeholders.
Build cross-referral relationships with credit union departments and leaders, and partner with retail staff to improve confidence, quality, and understanding of the investment planning experience.
Monitor referrals and calls, provide feedback to team members, and assist when needed.
Manage escalated or complex member issues through resolution with minimal supervision.
Participate in special projects, serve as a subject matter expert, and execute strategic initiatives and business plan goals.
Promote coordination of sales and service to build long-term member loyalty.
Support the broker-dealer supervisory group in overseeing daily operations, with a focus on accuracy, compliance, and protection of member assets.
Ensure adherence to industry, broker-dealer, credit union, and regulatory policies, procedures, and requirements.
Maintain appropriate staffing levels, scheduling, and workflow organization to support a seamless member experience.
Maintain the confidentiality and security of business, client, and member information.