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Team Leader
Edward Jones Investments
Tempe, AZ, United States
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Opportunity Overview
Tailored Branch Teams (TBT) is a component of BOA 2020, a multi-year strategy focused on evolving the role of the BOA to make a greater contribution to clients and branch teams. The TBT component is focused on helping branch teams grow more efficiently by tailoring the amount, and type, of BOA Support based on the needs of the clients and the business.
Tailored BOA Support (TBS) New FA is a current and large focus of exploration and testing and will continue to be for the coming months and years. In addition to tailoring BOA Support for new FAs, other opportunities to tailor support will be explored. The Team Leader of Tailored Branch Teams will be expected to evolve their responsibilities as the TBT strategy continues to evolve and change.
Key Responsibilities:
•Responsible for leading a team of home office BOA specialists who provide daily support to multiple FA's from the home office
•Provide support and coaching to the branch team and handle exceptions and escalated situations involving clients, BOA's, and FA's, including but not limited to coaching on teamwork, communication, managing conflict, and branch effectiveness
•Manage staffing and capacity as well as managing the change of an evolving program with the field and home office
•Provide systematic performance feedback to associates to motivate, set goals, enhance and recognize desired levels of performance
•Develop and maintain an enriching, positive professional work atmosphere which supports the efforts of associates to complete their responsibilities
•Identify trends in client and branch facing concerns and opportunities and help to determine solutions
•Responsible for process improvements of the team and at times the department, working with other departments and divisions as required to develop new processes and systems to support our FAs
Position Requirements
Education/Certification
Bachelor's degree or equivalent experience required/ Series 7 and 66 or 63 & 65 may be required.
Experience
3+ years' management experience in financial services industry or 2+ years financial services experience along with 3+ years of non-industry specific leadership experience or successful completion of Leadership Development course required. 5+ years of relevant experience preferred. A diverse background across numerous areas of the division, firm, and/or industry is a plus. Experience in more than one Service area preferred, or equivalent breadth and depth of Service knowledge, with demonstrated proficiency of increasingly complex responsibilities.
Skills/Abilities
• Coach and develop associates
• Industry knowledge on specific products, services, processes, rules, regulations and/or automation.
• Strong analytical skills and ability to understand process and procedures.
• Ability to adapt to and drive/support change
• Ability to understand impact of department's work on service to the client, other processes and ensure impact is considered in decisions.
• Good understanding of major functions in the Service Division and in divisions supported. Strong customer service(including Service Recovery skills), organizational and time management skills are a must.
• Must develop strong knowledge of the current team to lead the associates
• Conflict resolution experience required
• Service and/or training experience preferred
• Experience working with the branch preferred
• Ability to lead, manage, and develop a team of associates potentially in multiple locations