SUMMARY: 

The Supervisor, Advisor Onboarding reports to the Head of Advisor Onboarding. They are responsible for ensuring a high level of quality service to all clients, and for maintaining a high level of client satisfaction. They will maintain a high level of client satisfaction by ensuring a 24 hour turnaround in regards to processing items and providing exceptional service via emails and phone calls (internal and external) and utilizing the highest degree of courtesy and professionalism to resolve customer issues. Must be knowledgeable and compliant with all applicable laws and regulations to which Kestra Financial may be subject to.

ESSENTIAL DUTIES AND RESPONSIBILITIES: To perform this job successfully, individual must be able to execute each essential duty satisfactorily.

• Assist Advisory Onboarding Manager and Head of Advisor Onboarding with the day-to-day department performance and client relationships
• Pro-actively monitor business volumes and prioritize to ensure a 24 hour processing time
• Assist the Advisory Onboarding Manager with resource planning and creation of training needs
• Must demonstrate attention to detail and an ability to handle escalated issues with care
• Be proactive in assessing client needs/demands and delivering added value to the client
• Influence, develop and mentor staff
• Forecast capacity, administer performance improvement plans, approve timesheets 
• Provide employees timely, candid, and constructive performance feedback
• Processing (production and accuracy)
• Quality Assurance reviews (emails and phone calls)
• Provide challenging opportunities to employees and encourage career growth
• Assist Advisory Onboarding Manager to select and develop the appropriate employees and talent pool to ensure that the department meets processing and service standard goals
• Recognize employees for accomplishments
• Assist Advisory Onboarding Manager in keeping department procedures current (internal resources and on the company website)
• Work with other departments as necessary on special projects
• Commitment to culture requires a demonstration of reinvention, advocacy and integrity to empower advisor success
• First point of escalation for our clients
• First point of escalation for Onboarding Operations Specialists.
• Escalate issues as appropriate to Advisory Onboarding Manager.
• Communicate trends, issues to larger service team, Onboarding Operations team, and leadership
• Stand-in when Advisory Onboarding Manager is absent.
• HR responsibilities including Timecard/PTO approvals
• Lead Onboarding Operations team huddles to discuss trends, changes, recognition, clients, staffing, scheduling, etc.
• Real-time monitoring of email (Salesforce) queues, Work Queue (AdvisorComplete) and communication of volumes/service levels to team members
• Resource management to react to spikes in volumes, adherence issues, or unexpected absenteeism
• Real-time, on-the-floor, coaching and knowledge resource for specialists by standing, walking around, and being visible to team members to answer questions and provide guidance
• Motivate employees with positive communication and feedback
• Create contests, awards, and campaigns to engage team members
• Ensure specialist understanding of the contact center environment
• Ensure specialist understanding of the mission and their role in our client’s success
• Provide timely recognition
• Reporting – Daily, weekly, monthly to ensure service levels are met and team is staffed appropriately
• Evaluate employee metrics to ensure schedule adherence, productivity, and accurate processing
• Regular 1-1s with Onboarding Operations Specialists focused on coaching and development
• Formal and informal employee performance management
• Assist with new employee recruiting, onboarding, and training
• Root cause analysis
• Provide backup to team as necessary by taking calls and emails
• Other duties as assigned

KNOWLEDGE, SKILLS, AND/OR ABILITIES: To perform this job successfully, the individual should have the following skills and abilities.

• Demonstrated experience processing work item accurately and efficiently
• Demonstrated experience handling client concerns and issues with tact and diplomacy
• Experience with a wide range of investment products preferred
• Excellent communication skills, both written and oral
• Ability to adapt to a rapidly changing business and technology environment
• Exceptional problem-solving skills
• Proficiency with Microsoft Office Suite (Word, Excel and PowerPoint), general comfort level with Internet/Intranet usage and ability to learn proprietary software and databases.
• Manage client relationships to grow profitability and organic expansion of current clients
• Manage a team of associates to provide seamless service
• Guide internal colleagues to resolve client issues and overcome operational challenges
• Act as industry expert and provide training and industry advice as necessary
• Maintain high level of employee satisfaction and open strong career paths to staff

SUPERVISORY RESPONSIBILITIES:

• Manage a team of Onboarding Operations Specialists support staff.

EDUCATION AND/OR EXPERIENCE:

• Bachelor's degree or equivalent work related experience
• Minimum 2 years of experience in financial services
• Minimum 1 year experience in Account Services
• Minimum 1 year leadership experience (preferred)

CERTIFICATIONS, LICENSES, REGISTRATIONS:

• Series 7 license
• Series 24 license

PHYSICAL DEMAND:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to sit at a computer for long periods of time in office environment well lit.
• Ability to lift up to 20 pounds.
• Position is located in Austin, TX office.  Must be able to work in the office during scheduled work hours.

OTHER DUTIES: Please note this job description is not designed to cover or contain a complete comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

SIGNATURE: Employee’s signature below constitutes employee's understanding of the requirements, essential functions, and duties of the position.