Department Leader, Service

Edward Jones Saint Louis , MO 63150

Posted 2 weeks ago

Opportunity Overview

Responsibility Summary:

The Leader of Leaders (LOL) is responsible for the performance of a large service department including direct responsibility for multiple teams. Functions of departments can include contact center support of branches and clients, measurement and reporting, delivery of training to associates within the Operations Division and Service Division and/or support of technology utilized by the division.

  • Strategic Direction of the Department/Business Unit:

  • Works in partnership with the area partner in establishing the department(s) vision, priorities and policies

  • Contributes to division and firm objectives, committees, and initiatives.

  • Workflow and process designed to minimize service, financial and regulatory risk

  • Department/Business Unit Performance: Responsible for the overall performance of the department and contributing to the business unit performance, including:

  • Through Leaders of Associates (LOA), the LOL ensures a high level of service and achieves measurable results through the development and execution of the department(s) business plan(s).

  • Creates and communicates department(s) standards of performance in support of the firm's and division's direction.

  • Ensures resource productivity including determining and implementing the appropriate organizational structure and staffing levels to support it.

  • Responsible for building and sustaining an environment that encourages associate engagement.

  • Talent Leadership: Attract, Develop, and Retain Talent:

  • Provide coaching, guidance, and feedback to LOAs and associates to help establish meaningful development plans

  • Responsible for the breadth and depth of talent in the department as well as the identification and development of future leaders in the department

  • Build relationships with associates/leaders to create an environment oriented to trust, open communication, creative thinking, and cohesive team effort to positively impact associate engagement scores

  • Project Management: The LOL is responsible for participating in or managing complex projects or groups in support of the department, unit, division or firm objectives or initiatives:

  • Applying appropriate change management and innovation techniques in order to successfully implement new processes and procedures

  • Responsible for building capacity within the department to help fund department, unit or divisional needs and improving processes.

  • Assist, counsel and provide direction to project coordinators regarding project management and influencing outcomes.

  • Influencing decisions with key stakeholders that are in the best interest of our branches and clients

  • Stakeholder Relationships: The LOL will be required to own relationships with critical stakeholders as well as peers in other divisions/departments.

  • Identifies, coordinates and implements positive change by collaborating with others inside and outside of the department(s).

  • Leverage the relationships to drive results, promote change and navigate obstacles

  • Bring an understanding of branch processes and workflow into critical relationships to advocate for the branch and help create an ideal client relationships.

  • Proactively provide key stakeholders with information to help them enhance and develop systems and processes to create an ideal client relationship

  • Market/Firm/Industry Event Sensitivity: Department Leaders must stay up to date on internal/external market, firm, and/or industry events influencing workflow and stakeholders.

  • Enhances expertise by staying current on industry trends and innovations applicable to the department(s) functions.

  • Must relate events to influence workflow and strategic direction

  • Must align plans to ensure performance resiliency and be proactive to influence workflow based on events

  • Leadership and Decision Making

  • Has responsibility for a department with high regulatory, financial, control, or service risk and/or significantly greater complexity.

  • Takes on multiple complex assignments and projects and see them through to completion with little to no direction from direct leader, while continuing to manage and monitor risks and controls their department and ensures department objectives are met

  • Anticipates, analyzes, and investigates issues and implements solutions to team and department problems regarding processes, systems, products, regulation, data collection, data quality, resource allocation, controls, and costs.

  • Interprets and applies, where appropriate, industry applications to existing internal systems and processes which could impact cost, headcount, and service to clients.

  • Serves as backup for the Group Leader if that person is unavailable.

Position Requirements

Qualifications Required in the Job:

Education/Certification

Bachelor's degree with a concentration in business or equivalent experience required. Advanced degree preferred. Series 7 and 66 are required.

Experience
7+ years' of significant industry and/or Edward Jones functional experience in increasingly responsible positions. Experience will include significant leadership experience and leadership of significant projects with success and demonstration of accomplishments in prior positions.

Skills/Abilities:

  • Strong analytical skills and ability to understand service process and procedures.

  • Demonstrated ability to manage risk, complexity and multiple service functions and produce positive results.

  • Broad and significant understanding of major functions in the Service Division and in the divisions it supports.

  • Strong customer service, organizational and time management skills are a must.

  • High level of proactive verbal and written communication skills to interact with clients, FAs, BOAs, partners, leaders, associates and other areas of the firm.

  • Required to obtain and maintain technical competence in their department(s) area of responsibility and have in depth knowledge of industry processes and procedures.

Problem Solving:

Department(s) supported will have service functions and/or volumes with high service, financial and regulatory risk. On an ongoing basis, the LOL must be able to identify and address short and long term deficiencies in operational or other systems/processes, often working collaboratively with partners and leaders inside and outside of the Service Division.

Decision Making:

A high degree of service, financial and regulatory risk exists. The LOL must have a deep understanding of the impact of the department's work on service to the client and ensure this impact is considered in decisions made throughout the department. Most decisions are made independent of guidelines and without higher review of the decision or consequences, thereby requiring a high degree of judgment. Poor decisions could have negative impact on department performance (service to branches and clients), increase costs to the firm, raise compliance and/or human resource issues, and subject the firm to regulatory actions, client arbitrations or employment lawsuits.

Span of Influence:

The span of influence is high as there will be significant breadth and depth to the work performed and the service provided by the department, including impact to clients, branches, other departments and/or the business unit as a whole. Management and supervisory responsibility is high as the LOL has direct responsibility for multiple teams. He/she is accountable for leader development and performance and for ensuring all human resource functions in the department(s) are carried out in a way that is consistent with and supports firm / division direction.


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Department Leader, Service

Edward Jones