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Operations Division Leader – CWM Broker Service Center - Annuity Account Lead

Req #: 180017543
Location: San Antonio, TX, US
Job Category: Operations
Potential Referral Amount: US Dollar (USD)


Operations Division Leader - CWM Broker Service Center – Annuity Account Lead
The Operations Team Manager will be a key member of J.P. Morgan Securities in our mission to create a great experience for the CWM Front Office, and help Financial Advisors across all 50 U.S states to successfully server their clients. The Broker Service Center works in a team environment to assist advisors with service over the telephone and serves as experts on our proprietary systems, such as JPM Connect. Specialists also serve as experts on internal and regulatory policies and procedures. The Operations Team Manager is responsible for providing exceptional leadership and effective supervision to staff within the JP Morgan Securities Broker Service Center, overseeing a group of Operations Team Managers who are effectively managing 10-15 associates each. 
Job Responsibilities:
  • Creating an outstanding employee experience and a winning culture, resulting in a place where people are excited to come to work every day
  • Must ensure day to day employee activities are completed, including coaching, time keeping, performance management, recognition and conducting disciplinary action when needed
  • Recruiting and onboarding new team members, including certifying skill competency following training
  • Strategic and tactical scheduling and floor management to meet service levels
  • Subject matter expertise with regards to Annuity and 529 products in addition to CWM policy and procedure
  • Handling escalations from Financial Advisors, Market Directors, and Supervisory Managers
  • Identifying areas for process improvement and training needs by meeting with manager peers within CWM Operations
  • Represent Chase Wealth Management Call Centers within Firm-wide initiatives concerning Annuity and 529 accounts
  • Liaise with CWM Operations, Product, and Central Supervision to resolve Advisor and client queries
  • Problem resolution, research, and complaint resolution with CWM Annuity and 529 accounts
  • Principal Review and Sign-Off for Annuity Letters of Indemnity
  • Effective supervision of licensed and unlicensed staff to comply with all internal policies and regulations
  • Safeguarding our clients, employees and business through disciplined execution of controls
  • Fostering and developing partnerships across the enterprise
  • 3-5 years or more of financial services or brokerage experience preferred; strong business and investment acumen-knowledge of Investment Products, Individual Retirement Accounts (IRAs), and employee benefit programs required
  • Proven experience in a leadership capacity, ability to motivate at an individual and team level, experience overseeing other managers preferred
  • Demonstrated ability to network, partner and influence leaders in various parts of the organization in order to move the business forward
  • Ability to balance producing strong results with proper risk management, strong compliance record in previous position(s)
  • Ability to manage multiple priorities in a fast paced environment; adaptive to change
  • Excellent communication skills, highly professional and experienced in creating and presenting information to large audiences at various levels of the organization
  • Extremely organized and detail oriented, demonstrated knowledge of Windows, Microsoft Office software (Word, Excel, PowerPoint, Access, etc.) and various file manipulation skills
  • Ability to be flexible between the hours of 8:00 am–8:00 pm EST, Monday through Friday, and occasionally on Saturdays, 8:00 am–5:00 pm EST
  • FINRA Series 7, 66 (or equivalent), life and health insurance (preferred), 9/10 (or equivalent), in addition to meeting FINRA continuing education requirements and ability to hold registration in all 50 states
  • Bachelor’s degree preferred


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