Manager/Senior Manager, Brokerage Operations
About The Position
As a Brokerage Operations Manager, you are instrumental in leading a team of 10-15 employees who provide responsive service to Fidelity Brokerage Company customers across multiple lines of business. You will collaborate with our management team to set the direction and strategy of the department, mentor and develop employees to achieve productivity and quality targets, deliver an outstanding customer service experience, staff for forecasted volumes and service levels, and supervise our clients' service experience. Our managers function as a liaison between business units, maintaining strong working relationships with key clients and business partners and provide effective coaching to attract and retain talent. The ability to influence others is especially important as they may interact with all levels of the organization and appropriate business partners. They establish relationships, leverage networks, encourage the development of a common vision; provide clear direction and priorities, and build effective teams. Leverage available resources to meet daily service targets, improve customer satisfaction, support projects in alignment with company direction and manage elevated risk / exposure items. This position can be filled at the Manager (5) or Senior Manager (6) level depending on skills and experience.
Requirements
- Bachelor’s degree
- Experience within the financial services industry, brokerage operations preferred
- Series 7 required
- Series 9/10 or 24 required (can be obtained within 12 months of hire)
- A passion for managing and leading people
- The ability/desire to dig deep into a process and understand operational gaps and blind spots
- The confidence to make thoughtful and data driven decisions on adjustments for complex, escalated or exception items
- A history of successfully managing / leading teams.
Responsibilities
- Leading a team of 10-15 employees who provide responsive service to Fidelity Brokerage Company customers across multiple lines of business.
- Collaborating with the management team to set the direction and strategy of the department.
- Mentoring and developing employees to achieve productivity and quality targets.
- Delivering an outstanding customer service experience.
- Staffing for forecasted volumes and service levels.
- Supervising clients' service experience.
- Functioning as a liaison between business units, maintaining strong working relationships with key clients and business partners.
- Providing effective coaching to attract and retain talent.
- Establishing relationships, leveraging networks, encouraging the development of a common vision.
- Providing clear direction and priorities.
- Building effective teams.
- Leveraging available resources to meet daily service targets.
- Improving customer satisfaction.
- Supporting projects in alignment with company direction.
- Managing elevated risk / exposure items.
Benefits
- Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
