Managing Director - Enterprise Leads & Referrals Solutions

TIAA•Charlotte, NC

1d•Onsite

About The Position

This role owns the enterprise strategy and long-term operating model for how TIAA generates, routes, and converts leads and referrals across Wealth & Advice sources and channels. It sets the multi-year direction for the leads and referrals program, shapes how TW&A collaborates with other business lines on growth, and builds the organizational capability needed to scale the function. The Managing Director negotiates alignment with senior stakeholders and channel owners across the enterprise, exercises significant judgment in anticipating shifts in client behavior and channel economics, and is accountable for team performance. The role establishes the enterprise strategy and roadmap; designs and governs the program’s operating model and performance standards; negotiates goals, metrics, SLAs, and handoff standards with channel owners and business unit leaders; and directs enterprise-level assessments of channel capacity and frameworks for optimizing lead and referral volume, flow, and quality. It partners with Solutions Design and Technology leadership on the capability and investment roadmap, manages a team and its long-term organizational design, and develops leadership bench strength through structured development and succession planning. TIAA describes a collaborative, in-office environment and a comprehensive Total Rewards package, including retirement, health, wellness, and work-life offerings. The role’s base pay range is $240,000–$290,000 per year; compensation may also include participation in an incentive program depending on the role.

Requirements

10+ years in financial services or wealth management solution leadership, with accountability for business results.
Experience designing and scaling lead and referral programs across digital, contact center, and advisor channels.
Experience leading product managers and securing channel adoption of new sales processes and technology.
University degree preferred.
Sedentary work physical requirement.
Related skills include business development, client relationship management, collaboration, consultative communication, continuous improvement, due diligence, practice management strategy, prioritization, quantitative analysis, retirement planning selling, sales, TIAA products and services acumen, and wealth management.

Responsibilities

Establish the enterprise strategy and multi-year roadmap for leads and referrals across TIAA sources and channels, anticipating market and business shifts.
Design and govern the program’s operating model, including decision rights, escalation paths, and performance standards, and ensure alignment with senior enterprise stakeholders.
Negotiate goals, metrics, SLAs, and handoff standards with channel owners and business unit leaders, and hold partners accountable through ongoing governance.
Direct enterprise-level assessment of channel capacity and develop long-term frameworks for optimizing lead and referral volume, flow, and quality.
Partner with Solutions Design and Technology leadership to define and prioritize the multi-year capability and investment roadmap.
Manage a team and set staffing strategy and long-term organizational design for the function.
Build leadership bench strength through structured development and succession planning, and foster team engagement and accountability.