GWIM Sr. Ops Manager-MyMerrill Support Team

Job Description:

Job Description

Merrill Wealth Management is a leading provider of comprehensive wealth management and investment products and services for individuals, companies, and institutions. Merrill Wealth Management is one of the largest businesses of its kind in the world specializing in goals-based wealth management, including planning for retirement, education, legacy, and other life goals through investment advice and guidance.

Merrill’s Financial Advisors and Wealth Management Client Associates help clients pursue the life they envision through a personal relationship with their advisory team committed to their needs. We believe trust comes from transparency. Our trusted advisory teams are equipped with access to the investment insights of Merrill coupled with the banking convenience of Bank of America.

Merrill is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Merrill, we empower you to bring your whole self to work. We value diversity in our thoughts, business, and within our employees and clients. Our Wealth Management team represents an array of different backgrounds and bring their unique perspectives, ideas and experiences, helping to create a work community that is culture driven, resilient, results focused and effective.

The MLSN MML Team Manager is responsible for all aspects of service and support for the Merrill branch office network partners for the MyMerrill website. This includes creating/maintaining UFIDS, Web Bill Pay, My Financial Picture and other features.

The Team Manager is responsible for managing overall team performance, coaching employees to provide an optimal client experience, supervising day-to-day activities, and overseeing team retention and satisfaction.   The Team Manager oversees project management, associate development, call center management, escalation resolution, team member training (technical and service), and running general day to day operations of the team.  The individual must manage the strategic and tactical growth of the team through analytical thinking, problem resolution, project management, process improvement and effective communication skills.

Key responsibilities include:

• Oversight of the key performance indicators (KPI) and call center service metrics
• Confidently lead and influence others; motivate a diverse group of employees
• Manage relationship with multiple business and application partners for the various programs supported by the team
• Resolve escalations related to the MyMerrill site by partnering with technology
• Display a positive commitment to client service and quality
• Develop, communicate and execute plans relative to the organizational strategy
• Identify process improvements, handle multiple projects and adjust to a constantly changing environment with new approaches that improve overall work efficiency and effectiveness
• Commit to employee development and career growth through coaching and mentoring
• Participate in strategic planning & project management
• Establish employee objectives and administer performance reviews
• Promote open communication within the department and across sites and other business groups
•  Inspire and uplift others to succeed, generate excitement, and cultivate a shared vision
• Train and develop employees through constructive feedback and coaching

Required Skills:

• 1+ years of manager or lead experience
• Proven ability to work well with employees at all levels while fostering teamwork and providing direction
• Demonstrated ability to develop and maintain collaborative relationships with business partners with a focus on the achievement of business plans and individual team objectives.
• Exhibit executive presence, showcasing confidence, decisiveness, and the ability to inspire and motivate senior leadership teams
• Results driven: exhibits a high motivation to succeed and convey a sense of urgency for constantly improving performance and the organization, with attention to achieving results through collaboration.
• Demonstrates the willingness and ability to handle multiple demands and shifting priorities in a rapidly changing environment through prioritization & delegation.

• Strong interpersonal and communication skills, written and verbal, with the ability to create compelling business cases, articulate complex issues simply, appropriately convey leadership messages and actively listen.
• Effectively manage risk by leading and encouraging the identification, escalation and resolution of potential risks.

• Strong pro