GWM Business Exec Ops - Registered

Job Description:

Merrill Wealth Management is a leading provider of comprehensive wealth management and investment products and services for individuals, companies, and institutions. Merrill Wealth Management is one of the largest businesses of its kind in the world specializing in goals-based wealth management, including planning for retirement, education, legacy, and other life goals through investment advice and guidance.

Merrill’s Financial Advisors and Wealth Management Client Associates help clients pursue the life they envision through a personal relationship with their advisory team committed to their needs. We believe trust comes from transparency. Our trusted advisory teams are equipped with access to the investment insights of Merrill coupled with the banking convenience of Bank of America.

Merrill is committed to an in-office culture that supports collaboration, engagement, and career development.  Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Merrill, we empower you to bring your whole self to work. We value the unique perspectives in our thoughts, business, and within our employees and clients. Our Wealth Management team represents an array of different skills and experiences that individuals bring from all backgrounds and careers; whether gained through military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce  and positively impact the communities we serve.

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

Job Description

The WM Field Support Executive is responsible for leading the Wealth Management Field Support (WMFS) organization, providing critical banking, brokerage and transition support to Merrill Financial Advisors, Client Associates and field partners. The organization includes front-line service delivery and the Transition Management Team (TMT), with accountability for both day-to-day operational excellence and the successful execution and adoption of business, product, process and technology changes impacting the field.

This executive is responsible for delivering a consistent, high-quality field support experience while advancing the broader Wealth Management service and support strategy. Responsibilities include operational performance, financial and expense management, risk and controls, talent and organizational leadership, change execution, productivity and efficiency, and transformation of the overall support model.

The role serves as a key connection point across Wealth Management Operations, Product, Technology, Risk, the field and other enterprise partners to identify opportunities, resolve complex issues and ensure changes are effectively translated into executable solutions for Financial Advisors, Client Associates and support teams.

The executive develops and executes both long-term strategic priorities and near-term operating plans, including resource allocation, capacity management, service levels, productivity and organizational design. The role is accountable for identifying opportunities to simplify the support experience, strengthen centralized capabilities and evolve how field support is delivered as business needs, technology and client expectations change.

The executive also provides leadership across significant business and technology change, ensuring appropriate readiness, communication, implementation and stabilization of initiatives impacting the field. The role requires strong judgment and the ability to balance client and field experience, operational performance, risk, financial discipline and enterprise priorities.

The GWIM Business Executive will be responsible for managing a front-line unit organization within the Wealth Management Services segment of the company's Retail Banking contact center. The Wealth Management Field Support team provides banking and brokerage support to Merrill Lynch Advisors, CAs and support partners. Responsibilities are but not limited to, budget/expense management, enhancing productivity, efficiency, managing business change, driving transformation initiatives and identification of functional gaps and opportunities. Functions managed carry a substantial risk of exposure & potential loss with significant impact on major corporate customer relationships and stakeholders. Decisions impact multiple clients, product owners, and support units. Participates in developing long-range strategic plans & develops & implements short-term tactical & profit plans involving resource allocation among product/services to ensure operational quality customer service levels are maintained in a cost-effective manner. Develops & implements processes, programs, & systems to enhance unit &/ or product lines & methods in providing production & quality service. Participates in the implementation of technology updates & changes that affect segments & monitors performance to ensure operational quality standards are met. Typically requires 10+ years’ experience in service and operations functions, as well as thorough knowledge of the operational aspects and technology platforms supporting transactions and products.

The GWIM Business Executive Role and Responsibilities:

• Define, oversee and own controls and associated metrics tied to process; maintain efficiency and a satisfactory/passing metric
• Foundational knowledge of contact center functions as it pertains to the execution of strategies and organizational priorities to drive performance across a multi-site organization
• Drives an integrated culture of responsible growth across all roles
• Executes against Wealth Management product and service strategy and priorities
• Ensures sound decision making on business selection in accordance with risk appetite
• Is fully accountable for effectively managing contact center’s risks, adherence to administrative metrics, and ensuring policy adherence
• Responsible for client satisfaction and retention
• Partners with other Wealth Management and Retail Banking senior leaders/ segments, technology partners and product owners to ensure delivery of strategies, issues and resolution
• Drives employee engagement and culture of inclusion
• Identifies and develops top and key diverse leader talent within the organization as well as across partnering Wealth Management service segments to increase job satisfaction and contribution
• Consistently ready to act quickly to address performance within the contact center
• Responsible for Business controls to mitigate risk and maintain compliance in support of Federal and State laws and regulations

The GWIM Business Executive will need the following:

• Exceptional analytical skills and financial acumen with the ability to develop, monitor and react to key business metrics, analyze data to understand trends and opportunities for continuous improvement
• Proven strong partnership and relationship management skills; ability to work across functions and organizational lines/levels 
• Negotiates to mutually beneficial solutions with partners and stakeholders and manages conflict effectively when necessary
• Strategic, logical, and creative thinker with an ability to translate strategy into effective resolutions/ processes within the contact center
• Established track-record of ability to work in a fast-paced, high stakes, dynamic team environment
• Ability to effectively drive results and routines and hold others accountable
• Ability to clearly define strategic and tactical goals to leaders with pathways for success

Required Skills:

• Robust problem-solving skills and the ability to influence others while building strong partnerships
• Highly effective communication skills including written, verbal, presentation and executive packaging skills
• Generates, recognizes and acts upon opportunities for new or modified approaches by bringing perspectives together and integrating them to generate high performance and efficiency
• Ability to lead large scale initiatives across multiple platforms and products
• Detailed and goal oriented; motivated to achieve success
• Ability to lead and drive transformational change across businesses
• Flexible and willing to adjust due to unforeseen factors such as environment, enterprise, risk etc.
• Strong business judgment and decision making, particularly on issues relating to business selection, risk management, talent and performance management, enterprise partnerships, financial management and problem resolution
• Focused ability to attract, select, develop and retain top talent across an organization
• Strong financial and business acumen including experience in leading managers and interpreting financial reports to drive business efficiencies
• At least minimum 5 years’ experience in the Wealth Management brokerage processes, contact center operations and banking
• Registered Series 7 or 99 licensing however if not currently held, must be obtained within a specified timeframe if hired in to a registered job code

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