Associate Manager, Consolidated Support Team

How will you impact First Command?

The Associate Manager leads the daily operations of the Consolidated Support Team, which provides administrative support to subscribing field Advisors. Working closely with the Manager, Consolidated Support Team, this role is also responsible for developing, training, implementing and maintaining efficiencies which align with Department as well as Corporate goals and initiatives in regards to administrative functions.   

What will you be doing?

• Oversee daily operations, supervising staff activities and managing daily volumes and workflow to ensure individual and team performance conforms to regulatory requirements and meets department productivity and quality standards for all functions.
• Monitor caseload, work tracking, etc. to forecast demand, plan staff capacity, and identify trends, risks, and concerns in support of feedback loop to field leadership.
• Collaborate with leadership to establish quality and performance standards, create and track training goals, and provide written and verbal feedback through work observation, coaching, and performance reviews.
• Act as primary point of contact for client work escalations with HO departments, business partners, etc. Research, resolve, and respond to Advisor issues and concerns, ensuring adherence to regulatory guidelines.
• Manage the creation, maintenance, and delivery of CST work tracking and subscriber billing reports.
• Support the development of associates to encourage their continued growth through the use of onboarding and training plans, coaching, and feedback.
• Maintain current knowledge of and ensure team members are informed of initiatives and relevant procedural, legal, and technology changes. Research and communicate areas of opportunity, training needs, and best case-practices to drive process improvements and enhance CST team’s knowledge, skills, and adoption of systems and tools.
• Conduct ongoing process evaluations and strengthen the effectiveness of procedures while controlling risk.  Maintain currency of internal CST process documentation to support CST and HO procedures and respond to changes.
• Collaborate with Product Managers, Product Owners, and others to test, pilot, and provide administrative feedback on corporate initiatives and programs/systems development.

Who will you lead?

• CST Field Liaison Leads
• CST Administrative Assistants

What skills/qualifications do you need?

Education

• Bachelor’s degree or equivalent experience

Work Experience

• Minimum 5 years of leadership experience managing people and workflow in a high pace, demanding, and fluid environment
• Minimum 5 years relevant First Command or other financial services administrative/operational experience strongly preferred
• Experience with process improvement and change management initiatives preferred
• Group training experience preferred
• Customer service experience is a plus

Certifications 

• Current FINRA Series 7, 66, and Life and Health certification required (or must be obtained within 120 days from licensing start date)

Required Knowledge, Skills and Abilities

• Must possess the ability to problem solve, use good judgement, function well under pressure, and maintain confidential information and records.
• Must be able to manage complexity, prioritize tasks, delegate, and execute in a fast-paced environment.
• Must possess a professional demeanor and ability to effectively lead a diverse group of remote personnel.
• Must be able to address problems and recommend a solution to resolve escalated personnel or Advisor/client issues in a timely manner.
• Must demonstrate a highly effective ability to communicate conceptual and factual information. 

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