Senior Manager, Service Engagement

As the Senior Manager of Service reporting directly to the Managing Director, you will be a dynamic leader with direct reports, demonstrating exceptional drive, intelligence, and capability. This role requires a highly motivated individual with the ability to make a significant impact across the service organization. Your primary responsibility will be to lead and manage multiple service teams and service officers that are aligned to foster advisor relationships within their respective communities as well deploying relevant, accurate policy and procedures, employee coaching programs and quality initiatives that enhance the effectiveness of advisor and client facing teams.

The Senior Manager of Service plays a critical role as a partner to our Elite financial professionals. This position requires a self-motivated individual with critical-thinking skills, the ability to work in a fast-paced, evolving, high-volume team-driven environment, and demonstrate excellent customer service skills.

To excel in enabling service, a deep understanding of the organizational service strategy is essential. Your background should include relevant elevated service frontline and advisor relationship management experience to cater and honor the best practices and offerings set by respective communities and the complexity involved in supporting these roles effectively.
Your ability to collaborate across organizational functions and departments, including our growth organizations, coupled with adept navigation of organizational politics, will be crucial. Winning buy-in and understanding the diverse needs and limitations of stakeholders will be key in ensuring success in this role.  

This is a hybrid role; candidates must be located near an office hub: El Segundo, CA | San Deigo, CA | Des Moines, IA | Dallas, TX | St Cloud, MN | St Paul, MN 

Core Responsibilities:

• Ensure consistent high degree performance of senior service professionals and Service officers by utilizing and enforcing key productivity and quality metrics as measured on client satisfaction, TNPS, along with overall firm revenue and growth goals.
• Designs, develops, and implements training, tool /processes, performance metrics and reporting that enables enhanced service delivery to our top tier advisors and workforce management.
• Collaborate with various organizational functions and departments to coordinate all the many aspects of service enablement. Navigating organizational politics and winning buy-in and understanding the needs and limitations of various BD communities we serve.
•  Contribute to the strategic direction of the Customer Services organization through leading and participating on various initiatives including organic growth and M and A activities.
• Reviews and improves business processes, policies, procedures, and technology across Services in order to identify and implement best practices.
• Attracting, hiring, onboarding, and retaining top services talent.   Work with other supervisors and managers individually as needed while always promoting a collaborative team environment.
•  Encourage high standards of performance and inspire others to define new opportunities and continuously improve the organization.
•  Change agent that ensures alignment of strategy and objectives across the Services teams

Required Knowledge, Skills, and Abilities:

• Strong track record of working with service channel leaders, advisor facing organizations, operations, trading, Technology and Compliance and to make sure everything is geared to customer success.
• Working knowledge of Salesforce, Cisco/NICE , MS Teams, Qualtrics and working knowledge of Docupace a plus.
• Excellent oral and written communication skills combined with strong organizational and Business Acumen
•  Strong communicator who has the ability to work across the organization and company to continue improving the way Cetera serves customers.
• Strong leadership skills with the ability to motivate and focus the organization on team and individual objectives. With a Practical, hands-on approach with the ability to lead by example.

Required Education & Experience: 

• Candidate must have a college degree in Finance, Economics, or related field, with advance degrees preferred.
• FINRA Series licenses 99 required, or willing to obtain in a certain amount of time from start date. 
• Series licenses 7 and/or 63 preferred. 
• Significant background servicing customers for over 10 years in financial space (i.e. Broker Dealer or RIA) 
• Strong understanding of CRM and omni channel market and telephony platforms i.e. NICE. Salesforce

Desired Knowledge, Skills, and Abilities:

• Ability to build and sustain excellent relationships at multiple levels internally and with partners. She/he will have high emotional intelligence and an ability to challenge in a nuanced way. Influencing areas of the business that are not under direct control will be critical.
• Strong leadership skills with the ability to motivate and focus the organization on team and individual objectives. With a Practical, hands-on approach with the ability to lead by example.
• Strong people leader who fosters collaboration among team members and teams and will be able to use a wide range of individuals to address relevant issues. She/he can establish rapport and effective relationships and encourage people to accept responsibility for their work, sharing wins and successes.

Travel Requirements: Up to (10%)

•  Travel may be needed for team building events, recognition, and onsite holiday events and/or advisor conferences as applicable

Compensation: 

The base annual salary range for this role is $110,000 - $135,000, plus a competitive performance-based bonus.  Base annual salary depends on a wide array of factors, including but not limited to skill set, years and depth of experience, certifications, and location. Base annual salary may also differ significantly due to geography and cost of labor considerations.

Salary : $110,000 - $135,000