Manager, Investment Advisory Support

Advisor Group•Scottsdale, AZ

2d•Hybrid

About The Position

As a Manager of Investment Advisory (IA) Support, you will engage directly with our customers – over 11,000 Financial Professionals across the country, helping grow and support their firms while leading a team of IA Support phone professionals who do the same. The manager will be responsible for supporting the IA Support phone agents and answering questions related to the common call types we receive, including WMP navigation, new account opening, account maintenance, etc. Our ideal candidate ensures the quality and timeliness in delivery of service. A collaborative and entrepreneurial approach will drive success as you help to resolve complex Financial Professional inquiries on behalf of the team you lead. The ideal Manager of IA Support must be capable of succeeding in a fast-paced team environment and possess a passion for elevating the advisor’s experience. This position’s primary objective is to manage a team and develop/execute a playbook for successful service delivery that leads to a consistent best in class service experience for Osaic’s Financial Professionals.

Requirements

Minimum of high school diploma or equivalent is required.
Minimum 2 years of experience leading a team with relevant skillsets, or equivalent experience in the form of senior individual contributor role
Extensive experience and comfort level with engaging and supporting the needs of high producing Financial Professionals
Strong interaction with Envestnet, Clearing firms (Pershing/NFS), and external vendors on routine brokerage and non-brokerage account platform
Exceptional oral and written communication skills with a strong attention to detail
Ability to display relentless poise in a fast/high pressure and demanding environment with a heightened level of advisor dedication
Outstanding professional presence and positive customer service attitude
Successful track record of customer-centric decision making
Ability to cope with and persevere through frequent and unexpected changes
Excellent organizational skills, with the ability to handle multiple tasks

Nice To Haves

Bachelor’s degree preferred, high school diploma (or equivalent) in combination with significant experience will be considered in lieu of degree.
At least 5 years management experience required with demonstrated ability to develop people, at different performance levels, via established performance objectives, regular feedback, and appropriate recognition
Bachelor's degree in business, Finance or related field is preferred
CRM experience / Salesforce experience.
Completion of FINRA SIE exam.
FINRA Series 7 license, other FINRA licenses.

Responsibilities

Lead a team of IA Support agents that will support and retain Osaic’s Financial Professionals.
Set team goals, establish vision and take action to achieve goals.
Effectively coach, to drive team results for advisor satisfaction, service, quality, and productivity aligned to department objectives
Provide timely coaching, training, and total performance management
Develop employee engagement plan, that includes consistent morale building activities
Lead projects on behalf of the IA Support team, that improve the Financial Professional or WMP experience
Identify service trends or gaps and develop solutions that can be globally implemented across teams.
Develop and maintain internal relationships
Effectively adopt changing business needs and guide employees through shifting priorities
Identify and take responsibility for addressing operational and organizational challenges that impact the team
Actively seek opportunities to expand own sphere of influence through networking, knowledge sharing, and collaboration