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SERVICE TEAM MANAGER in Dallas, TX at 1st Global

Date Posted: 2/7/2018

Job Snapshot

  • Employee Type:
  • Location:
    Dallas, TX
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

The Service Team Manager of advisor support is an opportunity to lead a FINRA registered broker dealer and registered investment advisor’s operational regionalized service and support team to a new level of impact and growth by engaging in intentional and meaningful work. With 25 years of proven success in servicing the CPA industry by offering financial services, 1st Global’s innovative and collaborative approach is the standard for an impactful shift in how the financial services industry services its clients. The service team manager will supervise and develop staff in an end to end service team environment in providing exceptional day to day business processing (business workflow enhancements and achieving present advisor experience SLAs) and call center management (client advocacy, queue management, performance measurements, proactive business outreach) .

The service team manager will lead by example in a fast-paced, mission-driven culture of integrity, accountability, responsibility, collaboration, and respect that reflects 1st Global’s principles. The service team manager will report to the Director of Advisor Support.

Primary Duties
1.Operational Leadership
a.Coach, train, and develop staff ensuring accountabilities are being met to expectations.
b.Maintain on-going and fluid communication with the director of advisor support to maximize organizational fluidity, growth, accountability, and financial stability.
c.Collaborate with leadership team of managers through open communication and information exchange to promote their leadership and ownership of their respective teams that results in higher engagement and job satisfaction.
d.Develop and lead end to end service team to ensure financial advisor and wealth management assistant satisfaction, improved efficiencies, reduction of NIGOs, increased revenue through proactive business management and ownership, and overall increase of staff engagement through employee knowledge in 1st Global products, programs, and training.
e.Be a culture champion and driver of 1st Global’s guiding principles.
2.Operational Oversight
a.Develop forward-looking, predictive models and activity based financial analyses (Key Performance Indicators) to provide insight and operational enhancements into the organization’s operations and business plans. Perform load balancing where appropriate in order to meet deadlines.
b.Recommend and implement improvement processes and management methods to generate higher ROI and workflow optimization.
3.Operational Planning and Policy
a.Tactical planning and execution to enhance profitability, productivity and efficiency throughout the advisor support organization. Create and monitor KPIs around this activity.
b.Continually investigate and introduce process improvement measures and presents suggestions to the director of advisor support.
4. Operational infrastructure
a.Leverage firm technology offerings that will generate higher efficiency and higher financial advisor and wealth management assistant satisfaction.
b.Implement processes and systems that will generate higher productivity and revenues.
c.Review and implement workflows that strive to exceed SLA expectations.

Qualifications and experience
1.Bachelor’s degree, MBA preferred
2.10+ years of related experience in a broker/dealer and/or RIA service or operations environment.
3.3+ years of experience in a supervisory capacity
4.Experience with the accounting profession preferred.
5.FINRA series 7,24,66 licenses.
1.Ability to motivate and lead operational staff by encouragement and example. Must be willing to get feet wet.
2.Prior experience in executing organizational strategy in a cost and high efficiency manner.
3.Demonstrates evidence of excellent presentation skills
4.Must have strong computer skills, including proficiency in Excel and other MS Office applications, as well as other industry specific software and technology.
5.Must be able to motivate business partners to produce quality work under tight deadlines.
6.Adaptable. Coachable.
7.Experience in developing and/or delivering technical skills education.
1.Able to work in a team environment and has the courage to communicate openly and honestly to build employees up.
2.Ability to listen openly and effectively, and to connect with a wide variety of people, skillsets, personalities, and diverse points of view.
3.Ability to communicate professionally, clearly and concisely both verbal, written and electronically
4.Strong analytical and problem solving skills, strong attention to detail, ability to multi-task, and prioritize tasks independently.
5.Builds and maintains long-term relationships with 1st Global financial advisors, wealth management assistants, outside business partners, 1st Global executives, and staff.
6.Able to maintain the highest level of confidentiality.

1st Global’s service and operations culture is one that embraces:

1.Asks “What if?” - We believe in asking questions and challenging assumptions about how things have always been done. Opportunities arise when we think differently.
2.Aspires to servant leadership - We believe that true leaders inspire people, not by power or position, but by service. Servant leaders are humble, do not seek positional authority, yield personal rights, share responsibility and empower others to lead.
3.Sees it through - Just like a well-crafted financial plan, we focus on the long term. We believe in following through on our commitments, regardless of the personal and professional costs, and celebrating our achievements.
4.Breaks away from the crowd - We believe in doing things differently from our peers to better serve our stakeholders. We encourage novel ideas, fresh perspectives and paradigm shifts.
5.Cultivates a better version of yourself - We can always choose to be better tomorrow than we are today, and we strive to continually improve through intentional incremental growth.
6.Is a coach and challenger - We believe in encouraging those around us to be excellent in what they do. We work to better recognize and help ourselves and others to escape the drama roles of victim, persecutor and rescuer.
7.Makes promises come true - Honoring promises is at the core of our business. Whether to our partner CPAs and advisors, their clients or each other, we are dedicated to enabling all to keep the important promises they make.


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