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Central Resource Desk Team Manager

Hunt Valley, Maryland

Job Description:

Are you looking to broaden your leadership expertise and put your stamp on deploying a new contact center team?   The Merrill Edge Central Resource Desk is an exciting new opportunity in our rapidly expanding business that is looking for highly talented leaders who would love a role in leading a team of specialists with a focus on delivering operational solutions to our internal partners and clients.  The Central Resource Desk brings together the expertise of the Middle Office and Investment Center via a phone based channel to help front line associates care and deliver for their clients’ needs in one place. The Central Resource Desk provides elevated support of operational requests for all Merrill Edge home office teams to ensure client request resolution is handled seamlessly.  The team consisting of both licensed and non-licensed experts provides point of call resolution, a research/escalation resource, partnership with process specialists, and proactive support on a multitude of fronts for the home office associates.

Partner and own relationships within the business!

Our Central Resource Desk managers not only lead a team of highly skilled associates but they are also responsible for building strategic relationships with our business partners focusing on simplifying processes, building a more robust knowledge management system, along with strengthening our training program. 

As a Central Resource Desk Manager, you can look forward to

  • Leading a team of experts keeping in focus talent development, business ownership, scope expansion, business partner influence, and risk management
  • Coaching, training and developing all associates through actions plans, team meetings, group huddles, and one on one conversations
  • Delivering on performance goals, such as quality assurance, quality control, and client satisfaction
  • Exhibiting critical thinking / problem solving skills to immediately address escalated client issues
  • Developing an expert knowledge of internal policies, procedures and processes to ensure the most flawless and seamless execution for client needs
  • Working seamlessly across all Enterprise and Preferred business lines to deliver a world-class client experience
  • Collaborating with other leadership peers to improve processes that impact both the client and associate experience
  • Building the culture of a recently deployed team while enhancing the desk model and offering

Required Skill Set:

  • Series 7 and Series 66 is required; Series 9 and 10 also required but if not currently held, must be obtained within 120 days
  • 2-3 years Merrill Edge leadership experience
  • Knowledge of the full suite of Merrill Edge products, applications, policies, and procedures
  • Displays sound judgment and crafts good business decisions for associates, clients, and shareholders
  • Exceptional problem resolution and relationship management skills
  • Proven ability to coach and motivate others with a passion for excellence and willingness to exceed expectations
  • Superior client service proficiency including excellent verbal, written and listening skills

Enterprise Role Overview;

The associate manages a diverse team of 20+ non-exempt, Series 7/66 registered Multi-Product Specialists involving high financial and regulatory risk exposure.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-20021376

Manages People: Yes

Travel: No

Manager:

Talent Acquisition Contact:

Referral Bonus:

Check out the Hunt Valley office

Located to the east of Maryland’s “horse country”, we enjoy smaller-town living within an easy commute to picturesque horse farms, charming vineyards and as well as big city amenities in nearby Baltimore.

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Street Address

Primary Location:
11333 MCCORMICK RD, MD, Hunt Valley, 21031