Description

POSITION SUMMARY:

Complex Business Service Officers (CBSO) are responsible for shaping the future of service by modernizing our client experience through an elevated standard of care. The Complex Business Service Officer (CBSO) will work closely with the Complex Management team to lead and supervise all service and business functions across the Complex. This includes the management of the Business Service Officers and Service Managers within the Complex. The Complex Business Service Officer is responsible for leading and driving the Firm’s key strategic initiatives, contributing to a strong complex culture, development of employees, ensuring a high level of client service, and general oversight of operational processes. The CBSO keeps the Complex Management team and Regional Business Service team informed of significant matters and must determine when escalation is necessary.

DUTIES and RESPONSIBILITIES:

Leadership and Supervision

• Lead the Complex in executing the organization’s strategic priorities by influencing and coaching behavioral change
• Lead, mentor, and supervise a team of Business Service Officers, Service Managers and Service Professionals
• Review and oversee the Complex procedure for onboarding new hires, including newly recruited Financial Advisors and their Support Professionals in conjunction with the Complex Service Coaches
• Ensure Service Professionals are being recognized and rewarded within the Complex
• Oversee various projects throughout the Complex, including various real estate and facilities initiatives
• Manage risk and assure positive audit results throughout the Complex in partnership with Risk and Compliance
• Champion and support diversity & inclusion

Communication and Relationship Building

• Maintain strong relationships with key partners within the Complex, Region and Home Office
• Facilitate and oversee resolution of client needs across the Complex
• Act as liaison between the complex and various Home Office departments within the Firm as necessary (e.g., spearheading various platform pilots and/or national rollouts locally within the Complex)
• Actively participate in Regional and National calls and stay abreast of key topics in order to effectively cascade communications within the Complex
• Conduct meetings to effectively communicate progress against strategic priorities, revisions to policies and procedures, upcoming platform enhancements, share best practices, foster open dialogue on timely topics, and promote teamwork within the Complex
• Partner closely with Human Resources regarding all aspects of people management

Operational Oversight

• Standardize operating procedures across the Complex, leveraging national best practices and guidance
• Accountable for Complex expense management, including but not limited to controllable budgets and headcount allocations
• Review and action various Complex approvals requiring attention
• Administer other duties delegated by the Complex Management team or Regional Business Service team
• Ensure compliance with Firm policies and procedures with regular self-audit testing

Qualifications

EDUCATION, EXPERIENCE, KNOWLEDGE, and SKILLS:

Education and/or Experience

• Bachelor’s degree required or equivalent education
• Previous industry management experience
• Active Series 7 (GS), Series 9 and Series 10 (SU), and Series 66 (AG/RA) or Series 63 (AG) and Series 65 (RA)
• Other licenses as required for role or by management

Knowledge/Skills

• Evidence of strong leadership capabilities
• Strong attention to detail
• Ability to manage relationships, motivate and lead groups of people at various levels
• Effective written and verbal communication skills
• Ability to prioritize and resolve complex problems and escalate as necessary
• Ability to provide comprehensive feedback and solutions to complex issues
• Exceptional organizational and time management skills including delegation of work
• Exceptional conflict resolution skills
• Exhibit good judgment
• Ability to think and execute strategically
• Ability to travel within the Complex, Region, and Home Office as needed
• Ability to identify and source top talent

Reports to:

• Associate Regional Business Service Officer with a dotted line to the Complex Manager

Direct reports:

• Business Service Officers, Service Managers (and select, senior exempt Support Professionals)