Manager, Technology Solutions

ABOUT US:
Come join the dynamic team at Kestra Financial! Kestra Financial provides a leading independent advisor platform that empowers sophisticated, independent financial professionals, including traditional and hybrid RIAs, to prosper, grow, and provide superior client service. With a culture rich in reinvention and advisor advocacy, Kestra Financial has developed integrated business management technology that, combined with its personalized consulting services, offers exceptional scale and efficiency. Kestra Financial supports independent financial advisors in delivering comprehensive securities and investment advisory services to their clients.


SUMMARY:
The Manager, Technology Solutions position at the Kestra Financial Holdings parent company level will afford the successful candidate an opportunity to run a team of client service analysts to deliver white glove support to internal Kestra employees, owned entities, third party vendors, and financial proffesionsals. The Manager of Technology Solutions will be responsible for driving the growth and evolution of the team as we Spearhead the continued delivery on SLA efficiency and company improvents through service. The Manager of Technology Solutions will also be primarily responsible for understanding our third party vendors (Albridge, eMoney, Money Guide, Black Diamond, Smarsh, Mimecast, Entreda,SalesForce, and JIRA). They will also need to be able to be a liaison to the tier 2 and 3 development teams on system deficiencies and improvements within the greater Kestra financial ecosystem of tools.
ESSENTIAL DUTIES AND RESPONSIBILITIES: To perform this job successfully, individual must be able to perform each essential duty satisfactorily.
• Track & maintain team-wide SLAs.
• Drive the success of the team through regular evaluation of processes and procedures to identify areas for improvement and efficiency gains.
• Analyze trends and identify software/tools to drive organization-wide improvement.
• Take the lead on driving greater functionality and capabilities with Advisor Complete.
• Own third party service relations with business partners.
• Coordinate with cybersecurity team to ensure team processes and procedures fall within best practice standards.
• Procure software support as business needs arise through defined processes and spearhead requirements for new processes.
• Take the lead on handling cybersecurity events, logging events into the Kestra CIRT platform, and reporting to Kestra leadership of trends and areas of concern.
• Handle all requests from Legal and Compliance regarding email archive searches.
• Be able to speak with compliance and infastrucure on how best to implement specific tools to meet regulatory and service needs.
KNOWLEDGE, SKILLS, AND/OR ABILITIES: To perform this job successfully, the individual should have the following skills and abilities.
• General network structure, design and administration.
• Knowledge of Microsoft user and enterprise tools
• Enterprise level relationship management experience
• Experience with multiple technologies including email set up, data feeds, financial planning tools, journaling tools, and encryption practices.
• Strong customer service orientation.
• Proven communications and interpersonal skills both via email and telephone
• Good attitude and a desire to help others.
• Ability to perform at a high level in a fast-paced environment.
• Ability to train new individuals, transfer knowledge, and assume new responsibilities
SUPERVISORY RESPONSIBILITIES:
• Manage oversight, scheduling and accountability for both a dedicated call center team as well as an operations team
• Coordinate appropriate levels of
EDUCATION AND/OR EXPERIENCE:
• Bachelor’s degree certifications is a plus
• Minimum of 2 years in support team management required
• Minimum of 2 years in general troubleshooting experience
• Experience with financial software is highly preferred
• Experience with relationship management is highly preferred
• Experience with Sales Force is highly preferred
• Experience with JIRA is highly preferred
CERTIFICATES, LICENSES, REGISTRATION: N/A
PHYSICAL DEMAND:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Ability to sit at a computer for long periods of time in office environment well lit.
• Ability to lift up to 20 pounds.
• Position is located in the Austin, TX office. Must be able to work in the office during scheduled work hours.
OTHER DUTIES: Please note this job description is not designed to cove