Summary

The Brokerage Operations Front Office Service Lead is a critical position in our organization, responsible for managing a team of frontline specialists to ensure operational excellence and continuous improvement in service delivery. This role combines strong leadership with strategic oversight, driving high standards of customer service within our brokerage operations. As the leader of our service function, the Service Lead works with leadership to implement initiatives that enhance efficiency and effectiveness, optimizing client interactions and directly impacting our business success. This role requires a solid commitment to quality and performance, empowering the team to meet and exceed our business goals.

You Will

1. Provide real-time floor support and guidance to frontline specialists.
2. Conduct performance coaching, development, and accountability through regular 1:1s, performance reviews, and KPI tracking.
3. Foster team collaboration and maintain a positive work environment.
4. Manage team scheduling, ensure adequate staffing during peak periods, and handle timesheet and PTO approvals.
5. Monitor and optimize queue health, service levels, and partner team performance.
6. Coordinate training opportunities, professional development plans, and customer experience projects.
7. Generate, analyze, and report key performance metrics to leadership.
8. Address escalated issues, performance concerns, and recognize achievements.
9. Maintain team documentation, records, and ensure compliance with company policies and regulatory requirements.
10. Identify and implement process improvements and operational enhancements.
11. Maintain effective cross-team relationships and ensure alignment with organizational goals.
12. Document and share best practices and provide feedback for optimization of operations.

Required Qualifications

1. Series 7, 63, 24 FINRA licenses
2. 3+ years of experience in brokerage operations or financial services
3. 2+ years of direct team leadership experience
4. Strong understanding of securities industry regulations and compliance requirements

Required Skills

1. Exceptional leadership and coaching abilities
2. Strong analytical and problem-solving skills
3. Excellent verbal and written communication
4. Proficiency in data analysis and reporting
5. Advanced knowledge navigating CRMs and various tools such as Gsuite, Confluence and AWS
6. Experience with workforce management systems
7. Strong project management capabilities
8. Previous experience in a regulated financial environment
9. Knowledge of customer service metrics and KPIs

Preferred Qualifications

1. Experience with performance management systems
2. Background in process improvement methodologies

Skills

• Analytical Thinking
• Business Relation
• Communications Skills
• Leadership
• Team Collaboration