Description

This position follows our hybrid-friendly schedule, so you get the best of both worlds – flexibility and collaboration. In office days will be 2-3 per week averaging 10-12 days per month in one of the following locations: St. Petersburg, FL or Memphis, TN.

Job Summary:

Under minimal supervision, applies comprehensive knowledge of multiple products and their respective transfer processes to lead others and aid in the improvement of departmental efficiencies. Contributes to and/or coordinates and delivers departmental training on various functions, applications, procedures and compliance adherence. Assesses processes for market, regulatory, or reputational risk. A subject matter expert (SME) who represents the department in cross departmental projects and who may also lead moderate to complex projects. Able to represent Raymond James in industry groups. Works with management to establish and enhance procedures. Serves as a team resource to answer complex questions and works with Branch personnel and contra parties to resolve complicated issues.

Essential Duties and Responsibilities:

• Identifies and directs review of complex issues, analyzes and interprets data and determines appropriate corrective action.

• Represents department on, and may drive Operations, Enterprise, Industry projects, or process improvements including requirements gathering, documentation, functional analysis, and testing support as needed.

• Understands and communicates how initiatives will impact the business and provides supporting documentation.

• Directs workflow as needed to ensure processes are completed timely and accurately.

• Supports or coordinates departmental training, documenting progress, and communicating results to leadership.

• Directs or executes the review of associates’ work for accuracy and completeness and analyzes results to document trends.

• Coordinates department documentation such as user manuals, quick reference guides, training materials, and other relevant job aides

• Consults with Operations Documentation and Education Team to ensure appropriate training approach

• Assists the team with various functions as volume/staffing dictates.

• Prepares written recaps, reports and spreadsheets for projects and submits to management for review

• Serves as a point of contact for department communications.

• Acts as the point of contact for escalated calls from associates, internal/external clients and departments, and contra parties (other broker/dealers, funds, insurance/annuity providers, etc.) on complex issues and questions related to transfer processes and products.

• Serves as a point of contact for internal/external audits and provides demonstrations to auditors and visiting branch/home office staff.

• Performs other duties and responsibilities as assigned.

Qualifications

Knowledge, Skills, and Abilities:

Knowledge of:

• Complex concepts, practices, procedures, and industry regulations related to multiple transfer processes and products (mutual funds, alternative investments, annuities, etc.).

• Principles and practices of customer relations and communications.

• Excel, Word, Outlook and other applications as needed.

Skill in:

• Coordinating projects on time and within budget.

• Overseeing resolution of production issues, communicating changes and progressing towards a resolution.

• Communicating clearly and informatively, editing work for spelling and grammar.

• Organization and time management sufficient to prioritize workload, handle multiple tasks, and meet critical deadlines.

• Collecting, researching and analyzing data.

• Analyzing operational processes and identifying opportunities for improvement.

Ability to:

• Identify and resolve complex problems in a timely manner.

• Demonstrate accuracy and thoroughness while applying feedback to improve performance.

• Provide training using variety of instructional approaches.

• Display critical thinking at a high level.

• Work well in group problem solving situations.

• Continuously build knowledge and skills in project management and/or administration.

• Respond promptly to customer needs and requests for service, assistance and meet commitments.

• Support and explain the reasoning for decisions as well as including appropriate people in the decision-making process.

• Project a professional demeanor while effectively training associates on new duties and tasks.

• Research and interpret complicated transfer or other account activity for multiple product types.

• Work independently and in cooperation with all levels of the organization, as well as technology and industry representatives.

• Prioritize individual and team workloads to satisfy deadlines.

• Effectively communicate to all organizational levels

• Partner with other functional areas to accomplish mutual objectives

• Deal with frequent change, delays, or unexpected events.

• Work collaboratively within a team environment.

• Lead the work of others and provide training, coaching, mentoring

Educational/Previous Experience Requirements:

• Bachelor’s Degree and two (2) years of relevant work experience.

or

• Any equivalent combination of education, experience and/or training as approved by Human Resources.

Licenses/Certifications:

• None required.

Job: Operations

Primary Location: US-FL-St. Petersburg-Saint Petersburg

Other Locations: US-TN-Memphis-Memphis

Organization Operations & Administration

Schedule Full-time

Job Shift Day Job

Travel No

Req ID: 2403607