Manager, Service & Support

How will your role impact First Command? 

First Command has a deeply embedded foundation of coaching those who serve, with longstanding values and a strong culture of service. In alignment with our client-centric approach, the organization is seeking to add a Manager, Service and Support to the Service and Support organization.

Recognizing the critical role that service plays in delivering seamless experiences to our clients and field force, the Manager, Service and Support will work closely with the Director of Service and Support to cultivate a highly engaged work environment, inspire confidence, and deliver outstanding service.

The Manager, Service and Support will ensure better client outcomes by leading and developing a team of financial associates, establishing collaborative relationships at all levels, and driving operational improvements. This position requires both a strategic approach and real-time decision-making based on industry trends, business needs, products, and services. Additionally, the leader will ensure effective risk oversight in a fast-paced and evolving environment.

What will you be doing? 

• Foster a high-performance culture by driving quality, accuracy, and efficiency.
• Build and maintain strong relationships with internal and external business partners to enhance service delivery.
• Implement service and process improvements to increase client satisfaction and team productivity.
• Develop training programs to support associate growth and career progression.
• Monitor performance metrics to maintain service excellence and identify areas for improvement.
• Manage the daily operations of the trade desk to ensure efficient and compliant execution of transactions.
• Ensure compliance with regulatory requirements and oversee risk management efforts.
• Support business continuity planning and coordinate system enhancements to optimize operations.
• Serve as the department’s point of contact for audits and compliance-related matters.
• Act as a subject matter expert for training and system implementation within the brokerage platform.

Who will you lead? 

• Lead and develop a team of 15+ financial associates through hiring, coaching, and performance management.

What skills/qualifications will you need?

Education

• BA/BS degree or higher in a related field or equivalent business experience is required.

Work Experience

• 5+ years of successful leadership, with demonstrated ability to coach and develop staff.
• Thorough knowledge of financial services industry with proven understanding of regulations and rules (FINRA, SEC, DOL, IRS).

Certifications 

• Current and active Life and Health and FINRA Series 7, 63 or 66, & 24 licenses required within 180 days of hire.

Required Knowledge, Skills, and Abilities

• Strong understanding of the connection between client experience and employee engagement.
• Excellent strategic planning, business, and transformational change leadership skills.
• Experience with AGILE methodology and Lean Principles.
• A passion for leadership and team management, with a commitment to client service.
• Proven ability to build and develop high-performing teams through coaching.
• Ability to analyze complex issues and provide sound recommendations to internal business partners.
• Ability to travel up to 20%.

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