Team Lead, Advisor Services, Workflow Solutions

Your Opportunity

In Advisor Wealth Services we have built our business on serving the needs of RIAs and advancing an industry that helps the advisor and their clients thrive.  We understand their needs, and work side by side providing them the support to help them manage their firm and meet their goals.  In the centralized Workflow Solutions team, our mission is to provide quality and timely workflow support to our service teams and our Advisors.

The Workflow Solutions Team Lead plays a hybrid role of handling managerial and supervisor responsibilities while also balancing production to provide support to the team. They will be relied upon to monitor our case workflow for meeting our service level agreements, providing applicable coaching to team members, handling escalated items from internal or external inquiries, while also staying in production as needed to meet demand.

What you’ll do:

• Partner with Team Manager to ensure all operational workflow for the service organization is completed with the highest quality and by stated service level agreements (SLA)
• Handle complex or out-of-the box requests or SME roles and own them to completion
• Advocate for the Advisor experience by owning the escalation and/or exception process by balancing risk in an effort to find a resolution
• Manage to a standard of quality in our work that exceeds the expectations of our business partners and our Advisors
• Monitor current and aged work and liaison with appropriate business partners to ensure we are meeting service levels
• Meet with employees to provide coaching or feedback on their quality of work and their alignment to our quality program
• Identify trends in operational paperwork and seek to educate our service teams and our internal partners on how to increase efficiency
• Assist manager with adhering to plan of supervision as necessary
• Review quality checks within the workflow and enforce a quality program with the team to ensure we are consistent across all groups
• Take the initiative to optimize existing workflows to reduce hand-offs or increase efficiency to ultimately improve the client and employee experience
• Maintain a strong band of communication between internal business partners, including service team partners and leadership

What you have

• Excellent organizational skills with a demonstrated ability to problem solve, interact with individuals at various levels, and think on your feet
• Proficiency in the design, implementation, and delivery of training programs for continuing education of processes, regulations, products, and services
• Passion for leading others with a desire to move into a people leadership position
• Willingness to pivot and constantly shift focus based on needs of the entire team and organization
• Ability to multi-task and handle a large quantity of volume at once, while maintaining a high level of accuracy
• In-depth knowledge of Advisor Services products, services,  as well as demonstrated brokerage industry knowledge
• Demonstrated ability to prioritize business needs and manage time effectively
• Advanced technical skills with team-orientation and the ability to act as a resource for development of the team’s effectiveness 
• FINRA Series 7, 63, 9/10 licenses required
• Advisor Services and operations experience is preferred