Position Responsibilities:

• Lead daily work activities by coordinating resources, monitoring progress, communicating priorities, and ensuring achievement of service-level and performance metrics.
• Set clear performance expectations and provide regular, structured feedback on service quality, productivity, and outcomes.
• Assess team members’ strengths and development needs; create and maintain individualized development plans; provide ongoing coaching to promote accountability and skill development.
• Support team members in resolving complex escalations, investigations, and high-impact advisor or business issues.
• Identify, analyze, and implement solutions to operational errors, process gaps, and emerging business needs.
• Address non-standard or complex issues by establishing sustainable processes and ensuring clear understanding and adoption across the team.
• Drive continuous process improvement by identifying b...