Senior Manager, Internal Sales & Service Support

TD Bank•Greenville, SC

34d•Onsite

About The Position

This role is responsible for leading the firm's advisor support organizations across either high net worth, institutional, or mass affluent distribution channels. Oversees the internal sales and operational support functions that enable advisors to deliver a high-quality client experience while ensuring operational excellence, risk management, regulatory adherence, and scalable service delivery. Responsible for all people management accountabilities and works in partnership with the Wealth Market Presidents (WMPs), other sales leadership, operations, compliance, product, and data/analytics. The role leads teams supporting advisor and client needs including new account onboarding, money movement, wires, account maintenance, transactional processing, client communications, cash management, call center operations, and frontline service escalation management. This role serves as a strategic and operational leader with direct accountability for service quality, advisor satisfaction, employee development, operational controls, and execution of enterprise service initiatives. This role will establish consistent practices across the footprint, ensuring best practices and policies are created and followed. Collaborates with Products & Services, Operations and Compliance colleagues to help train service and sales employees on new operational processes, platforms, and standard operational procedures.

Requirements

Bachelor's degree required
Must be Series 7, 63/65 or 66 and 24 licensed
Additional licenses may be required
Minimum of 10 years business experience in a financial institution with an emphasis in operations or administration
Must have supervisory experience
Ability to obtain a valid and active Life & Health insurance license
Consultative sales experience required
Proven ability to establish relationships and partner effectively with other departments
Must be eligible for employment under standards established by FINRA.
Satisfactory results on a criminal background check, credit report check, civil litigation search, and regulatory agency or self-regulatory organization enforcement action search, and statements/certification from job applicant regarding administrative, civil, and/or criminal findings by any government agency/authority or self-regulatory organization, are required by federal law for this position.

Nice To Haves

Possesses a minimum of 7 years businesses experience in retail brokerage and private wealth management with an emphasis in operations, supervision and administration preferred

Responsibilities

Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required
Coordinates and/or develops training/education workshops with emphasis on client service
Promotes a consistent legendary Customer Experience with a focus on growth, productivity, sales effectiveness, and compliance and risk management across the footprint
Works to develop a formal Associate On-Boarding process, Client On-Boarding/The Entire Client Experience, and Service model delivery standard
Analyzes team performance, provides feedback, guidance, training and encouragement to impact efficiency & revenue opportunities
Leads the associate off-boarding process to ensure timely closure of access and monitoring of e/voice mails
Leverages Client Service Supervisors to provide product review feedback as well as product/process improvement discussions
Ensures Client Service Supervisors utilize capacity planning software
Maintains communication with all on a regular basis through regular meetings, visits, webinars, and conference calls
Communicates processes, updates, and policies to employees for proper utilization of bank systems and applications
Guides team on process changes and communication of implementation of new processes
Reviews and develops processes to prevent losses and executes cost saving measures
Develops, administers, and updates procedures and policies to support business growth
Drives sales and revenue growth by partnering with centralized registered sales representatives to drive client experience and support model
Partners with Wealth Market Presidents to ensure consistent client experience and advisor support delivery across the footprint
For centralized sales team, coordinates with all interested parties (marketing, field, operations, etc.) to create client action plan that can be managed and checked in Salesforce
Leads internal sales, service, and advisor support teams across centralized and field-aligned functions
Oversees support activities across client servicing, account opening, money movement, managed accounts, brokerage support, annuities, ACATs, financial planning support, and client communications
Ensures consistent service delivery, effective escalation management, and strong coordination across front, middle, and back office partners, including operations, banking, compliance, marketing, and distribution
Aligns organizational structure, capacity, and support models to advisor needs, client experience expectations, and business growth priorities
Supports sales execution and revenue growth through centralized sales management, coordinated client action plans, and effective use of Salesforce and related tools
Maintains regular communication with teams and business partners through meetings, visits, webinars, and updates to drive alignment and execution
Drives operational excellence by standardizing service models, workflows, procedures, onboarding practices, and quality expectations across support functions
Uses metrics, customer satisfaction insights, capacity planning, and service-level reporting to improve productivity, efficiency, and the advisor and client experience
Leads process improvement, policy and procedure development, and cross-functional execution with operations and compliance to support scalable growth and smoother implementation of change
Strengthens operational resiliency, business continuity, training delivery, and service readiness across support channels
Maintains a strong control environment across internal sales and service activities, ensuring adherence to FINRA, SEC, AML, privacy, and firm policy requirements
Oversees supervisory practices, policy execution, issue escalation, complaint handling, and remediation to mitigate operational, regulatory, and reputational risk
Supports audits, exams, OSJ preparation, and documentation readiness, including oversight of employee supervision, communication review, blotter review, and other required control activities
Monitors risk indicators and control effectiveness, escalates customer complaints and other concerns appropriately, and drives corrective action when needed
Attracts, develops, and retains high-performing leaders and team members across sales, service, and support functions
Sets clear goals, performance expectations, and accountability standards, while providing coaching, feedback, training, and development opportunities
Leads workforce planning, hiring, onboarding, offboarding, succession, and compensation and disciplinary processes to build scalable capabilities and maintain strong oversight
Fosters a culture of teamwork, client focus, continuous improvement, and disciplined execution