The Operations/Client Services Manager for PAS is a critical leadership role, reporting directly to the PAS President,  created to transform the service model used to support the 2800+ registered representatives/1300+ IARs of Park Avenue Securities, a $15bn dually registered broker/dealer and  RIA. In concert with a significant overhaul of the technology platform, achievement of ongoing service excellence is a core component of the strategy to transform the broker/dealer to become a value-added line of business for the company.  The person in this position will drive the changes needed to evolve from a paper-based, tactically focused operations/service team into an expanded, efficient, highly motivated team leveraged as a “go to” resource by our sales force.   This will be vitally important to achieve acceptance and adoption of the new technology platform and straight-thru processing model being rolled out over the next several years.  In addition to day-to-day operational responsibilities of managing a team in both NY (broker/dealer) and Bethlehem, Pa (RIA), this person will need to establish strong relationships with our General Agencies, working closely with them to identify/address their needs.  Person will also be expected to work cross-functionally within PAS and across the company to ensure PAS initiatives/priorities are synchronized with other major initiatives impacting the field. The Manager must have a solid working knowledge of both brokerage and advisory operations functions in addition to technology platforms, preferably National Financial Services (NFS).  Person must also have hands-on experience managing call centers on a day-to-day basis, including the development of metrics and familiarity with call center technology.   The Manager will have the opportunity to establish a new model to support the broker/dealer transformation including developing tools/reports to facilitate a customer-focused, performance-based environment.  They will also be expected to partner with training/communication resources to identify/develop/deploy resources needed by the field and the home office staff.  In general, they will have the opportunity to instill a culture of service excellence throughout the PAS organization.  Additionally, the Manager will be a key member of the PAS senior management team responsible for delivering tangible, business-driven results as part of the Transformation Program over the next several years.

ACTIVITY	PURPOSE
Day to day management responsibility for 55 – 60 full-time employees responsible for supporting all middle office/service components of Park Avenue Securities, in conjunction with clearing firm, NFS.  Teams located in both NY and Bethlehem, PA offices. Will require assessment/optimization of resources to support service excellence goals.  Will also include development/usage of key performance indicators to ensure robust control environment.	Provide leadership/day-to-day management oversight for operations/service team to ensure all operating goals/controls are satisfactorily met on a consistent basis.
In concert with PAS senior management team, fully support Transformation Program, a multi-year, multi-million $ initiative to rebuild PAS, including implementation of new technology and process changes to enhance efficiency/productivity in the field and Home Office.	Function as integral member of PAS management team responsible for delivering key Transformation Program, including service excellence model/goals.
Provide change management leadership/guidance within Operations/Service organization to ensure highly functioning team is able to support field-facing initiatives being rolled out over the next several years.	Provide ongoing, visible leadership/guidance to ensure Ops/Service team is highly trained and prepared to support the field as major changes are rolled out without negatively impacting service standards.
Develop strong, ongoing relationships with national sales force to facilitate recognition of PAS as a “go to” resource for FRs/IARs in a dynamic environment.  Will also be required to develop strong working relationships with PAS/the Company counterparts to ensure complementary efforts and also to fully leverage all available resources.	Facilitate growth of PAS by making it easy to do business with broker/dealer on a regular basis, particularly for FRs who use platform occasionally to complement insurance sales.

Qualifications:

Skills and Knowledge:

• Series 7, 24, 63 required
• Series 65, 53, 55, 4 preferred
• Life/Health insurance licenses a plus
• Call center management software / variable staffing models
• Conversant in B/D back office processes (e.g. DRS, DTC, restricted stock, ACAT)
• Intermediate+ Excel user
• Knowledge of NFS processing systems preferred
• Project/Time management skills
• Knowledge of FINRA Books and Records requirements

 

Education and Experience:

• 4 year college degree
• 7 - 10 years in a management/supervisory role within a financial services firm
• 10 - 15 years overall experience (including above) within a financial services firm

 

Other Requirements:

• Experience managing day-to-day operations/service teams; seasoned operations professional
• Hands-on experience managing significant change, including new technology in an organization
• Demonstrated leadership ability
• Demonstrated ability to support national salesforce
• Excellent ‘people’ management and communication skills
• Ability to work effectively as part of cross-functional teams
• Ability to travel between NYC and Bethlehem, PA offices on regular basis

 

 

Full Time

New York

NY