Mgr Investment Client Srvcs (S7/S24) (Asset Movement) Hybrid

Northwestern Mutual•Franklin, WI

21d•Hybrid

About The Position

The Asset Movement team, part of Investment Client Services, supports the field and clients by managing the movement of retirement and investment account assets with accuracy, timeliness, and strong operational discipline. In this leadership role, you will oversee team performance and day-to-day operations, drive service and cost outcomes, resolve escalations, and lead process/system improvements while ensuring adherence to program and regulatory expectations.

Requirements

Bachelor’s degree with an emphasis in business, operations management, or related field (or equivalent experience).
Minimum of seven years of related experience, including in-depth knowledge and design/implementation of operational procedures and policies.
Minimum of two years in an operational management leadership position with proven management, human relations, and interpersonal skills.
Technical knowledge of operational aspects related to financial services and products.
Demonstrated ability to apply knowledge across complex business areas and manage projects and teams.
Strong business acumen and demonstrated ability to learn new business concepts and procedures.
Proven ability to respond to changing business needs, prioritize concurrent assignments, and operate effectively in ambiguity.
Ability to deliver proactively in a dynamic, multi-tasking, fast-paced environment.
Demonstrated ability to anticipate future business consequences and trends.
Experience working with internal and external customers toward meeting or exceeding customer expectations.
Requires FINRA Series 7 and 24.
This position has been classified as a Registered Representative under NMIS guidelines and requires fingerprinting.

Responsibilities

Leads and develops a high-performing Asset Movement team by identifying staffing needs, coaching and mentoring, setting clear expectations, and driving performance management to achieve team and service goals.
Provides day-to-day operational leadership for Asset Movement by clarifying roles, workflows, priorities, milestones, and success measures; ensures work is distributed effectively and completed accurately and timely.
Drives proactive problem-solving and decision-making by reviewing and prioritizing requests and operational issues; evaluates options, recommends solutions, and removes barriers to deliver consistent outcomes for field partners and clients.
Ensures delivery of high-quality, cost-effective service by managing the operating plan, staffing model, budget, and unit costs; consistently meets service level goals and ensures timely quality call reviews and processing audits.
Owns escalation management for Asset Movement including escalated issues related to staff, cases, processes, and systems from both home office and field operations; partners across teams and with external vendors to drive timely resolution and prevent repeat issues.
Provides oversight of program procedures and regulatory adherence by ensuring accounts and transactions are managed according to program requirements and applicable regulations; maintains appropriate supervisory controls to support fiduciary responsibilities and compliance expectations.
Leads and delivers projects and enhancements as a project owner, contributor, SME, and/or lead—managing scope, timelines, and (when applicable) budget from concept through implementation; ensures documentation and procedural requirements are met.
Leads change management across stakeholders by partnering with business clients, the field, internal NM areas, strategic vendors, and business system teams to implement operational improvements, adoption, and sustained results.
Communicates effectively at all levels and demonstrates strong judgment in salary administration, conflict resolution, ambiguity, and independent decision-making to support business needs and employee experience.
Improves field productivity, client experience, and asset retention by identifying operational efficiencies and system enhancements, reducing friction in Asset Movement servicing, and collaborating with service partners to strengthen end-to-end execution.
Drives continuous improvement by identifying opportunities to lower unit costs and improve service quality; implements process and/or technology improvements that enhance client and field interactions.
Supports succession planning and talent pipeline development by identifying future leaders and creating development opportunities to grow team capability and bench strength.
Stays current on industry and operational developments and proactively communicates changes, risks, or impacts to key internal partners and network offices as needed.
Other responsibilities may be assigned as necessary.