Manager, Investment Client Services – Asset Movement

Role Overview

• Leads and develops a high-performing Asset Movement team by identifying staffing needs, coaching and mentoring, setting clear expectations, and driving performance management to achieve team and service goals.
• Provides day-to-day operational leadership for Asset Movement by clarifying roles, workflows, priorities, milestones, and success measures; ensures work is distributed effectively and completed accurately and timely.
• Drives proactive problem-solving and decision-making by reviewing and prioritizing requests and operational issues; evaluates options, recommends solutions, and removes barriers to deliver consistent outcomes for field partners and clients.
• Ensures delivery of high-quality, cost-effective service by managing the operating plan, staffing model, budget, and unit costs; consistently meets service level goals and ensures timely quality call reviews and processing audits.
• Owns escalation management for Asset Movement including escalated issues related to staff, cases, processes, and systems from both home office and field operations; partners across teams and with external vendors to drive timely resolution and prevent repeat issues.
• Provides oversight of program procedures and regulatory adherence by ensuring accounts and transactions are managed according to program requirements and applicable regulations; maintains appropriate supervisory controls to support fiduciary responsibilities and compliance expectations.
• Leads and delivers projects and enhancements as a project owner, contributor, SME, and/or lead—managing scope, timelines, and (when applicable) budget from concept through implementation; ensures documentation and procedural requirements are met.
• Leads change management across stakeholders by partnering with business clients, the field, internal NM areas, strategic vendors, and business system teams to implement operational improvements, adoption, and sustained results.
• Communicates effectively at all levels and demonstrates strong judgment in salary administration, conflict resolution, ambiguity, and independent decision-making to support business needs and employee experience.
• Improves field productivity, client experience, and asset retention by identifying operational efficiencies and system enhancements, reducing friction in Asset Movement servicing, and collaborating with service partners to strengthen end-to-end execution.
• Drives continuous improvement by identifying opportunities to lower unit costs and improve service quality; implements process and/or technology improvements that enhance client and field interactions.
• Supports succession planning and talent pipeline development by identifying future leaders and creating development opportunities to grow team capability and bench strength.
• Stays current on industry and operational developments and proactively communicates changes, risks, or impacts to key internal partners and network offices as needed.
• Other responsibilities may be assigned as necessary.

Requirements

• Bachelor’s degree with an emphasis in business, operations management, or related field (or equivalent experience).
• Minimum of seven years of related experience, including in-depth knowledge and design/implementation of operational procedures and policies.
• Minimum of two years in an operational management leadership position with proven management, human relations, and interpersonal skills.
• Technical knowledge of operational aspects related to financial services and products.
• Demonstrated ability to apply knowledge across complex business areas and manage projects and teams.
• Strong business acumen and demonstrated ability to learn new business concepts and procedures.
• Proven ability to respond to changing business needs, prioritize concurrent assignments, and operate effectively in ambiguity.
• Ability to deliver proactively in a dynamic, multi-tasking, fast-paced environment.
• Demonstrated ability to anticipate future business consequences and trends.
• Experience working with internal and external customers toward meeting or exceeding customer expectations.
• Requires FINRA Series 7 and 24.

Benefits

• Health insurance
• 401(k) matching
• Paid time off
• Flexible work arrangements
• Professional development opportunities