Manager, Service – Wealth Manager

Client Service Full-Time ALL USA, United States ReqID:5274


Description

Envestnet is seeking a passionate and talented Manager, Service – Wealth Manager to join our Service team. This position is a remote role.

Envestnet is transforming the way financial advice and wellness are delivered. Our mission is to empower advisors and financial service providers with innovative technology, solutions, and intelligence to make financial wellness a reality for everyone.

Since our founding 20 years ago, we are fully vested in helping people live an intelligent financial life. If you love the idea of working in a Fintech company with the environment and excitement of a start-up where you are making everyday impact - then read on. 

Job Summary:

The Manager, Service - Wealth Management manages and grows the production support effort for the Wealth Management line of business (WMLOB). This position reports to the Managing Director and receives additional product training and insights from Product Management. The role requires continuous learning and documentation of billing automation for broker-dealers (BDs), registered investment advisors (RIAs), clearing firms (custodians), and turn-key asset management programs (TAMPs). It involves the servicing of existing WMLOB clients as well as newly onboarded clients.

Job Responsibilities:

  • Manage the ticket queue to ensure tickets are being prioritized properly and solved in a timely fashion that meets our SLAs and exceeds client expectations. This includes making sure agents are taking tickets equally, solving tickets independently, and serving as an escalation point for complex tickets.
  • Oversee and participate in the on-call schedule and notification system (currently PagerDuty), supporting off-hours and critical nightly client cycles.
  • Attain and increase expertise of Redi2’s software products by being hands-on and creating/maintaining strong relationships with Redi2 QA, Engineering, and Product Management.
  • Continue to build out a deeper understanding of the goals, drivers, and motivations behind the WM/WMx/WMPershing platforms.
  • As the WM product develops, use current understanding of the WM business functionality within the WM/ WMx/WMPershing platform to promote greater efficiencies and shared features/functionalities across clients using the platform; including integrations, business setup and configuration, calculations, workflow and outputs/reports.
  • Build successful working relationships (primarily based on trust and respect) across the various WM teams (i.e., Support and Implementations, Quality Assurance, Engineering, and Project Management, and Client Relations), and with client-side resources, including director and managerial-level staff from both business and technology sides.
  • Accountable for a successful client experience for each of the RMWM and WME clients. Ensure that clients’ expectations are met and that every client can serve as a potential reference.
  • Partner with the WM Client Relationship Manager to provide a summary of open client service items (bugs, feature requests, outstanding tickets, etc.) across our client base for WM management, including the basic information about these items (i.e., priority, expected delivery date of each item). Recommend how to achieve this reporting (Jira project, Jira board, Excel), implement the process, and maintain the reporting.
  • Assist the Director of Product in the continuous improvement of the product user manual and product training documentation, and serve as a trainer to Redi2 Sales, Engineering, and Operations.
  • Direct and streamline the real-time processes and daily batch cycles to meet or exceed existing SLAs, while minimizing downtime. Seek to improve the performance of our current client nightly cycles by adding efficiency and robustness to these processes.
  • Coordinate and perform due diligence on all operational changes affecting the production WM client instances.
  • Produce and maintain support procedure documentation aligned with our support practices.
  • Produce operational reports for our clients with KPIs and other significant trends, observations, and opportunities.
  • Provide high-quality customer service to new and current clients. Track and respond to client questions and issues. Escalate issues appropriately and work in collaboration to resolve. In addition, supply the WM Client Relationship Manager with data required for any KPI and client reporting as contractually required. Ensure that stated service levels requiring support acknowledgement and response are met or exceeded.
  • As a manager with direct reports, be cognizant and responsive to the requirements of all Support Analysts and other reports brought into the Client Services organization. Recruit and hire new staff, as needed and approved.
  • Create and execute a plan to properly train, motivate, and retain existing employees. Maintain and communicate actionable goals and expectations for each report. Conduct annual performance reviews to reset goals and expectations for the coming year.
  • Participate in management trainings and seminars as well as other firm-level events.
  • Attend and contribute to daily WM/WMPershing stand-ups, as necessary. Attend and contribute to GTSS (Get-The-Story-Straight), Retrospective and Review/Demo meetings. Ensure the Scrum process is working effectively.
  • Assist the Managing Director and Sales teams with responding to RFPs, RFIs, and any other documentation/proposals that are expected of Redi2 in order to compete for new business.
  • Demonstrate understanding of WM deployment and leverage knowledge of Linux and scripting to support changes to client instances of Wealth Manager.
  • Utilize understanding of database schemas and MySQL queries to make necessary changes to the database on the backend; identify potential bugs and escalate to Engineering for troubleshooting, as needed.
  • Adherence to and application of Envestnet legal, compliance, risk, business continuity and administrative policy within the role and department(s) including the timely completion of training & awareness, affirmations and testing as requested.   
  • As part of the responsibilities for this role, you will understand and readily support Envestnet's established corporate business practices, policies, internal controls and procedures designed to create value or minimize risk.

Required Qualifications:

  • Bachelor’s degree from an accredited university.
  • At least 5 years of experience working within the customer services and/or relationship management, supporting large-scale web applications and/or web sites, preferably in the Financial Services industry.
  • Proficient in MySQL.
  • Some knowledge of Scrum.
  • Demonstrates a solid understanding of software operating systems and a basic understanding of database applications and User Interfaces (UI).
  • Experience writing technical documents (user guides, user requirements, etc.).
  • Some familiarity with Java web technology architecture.
  • Familiarity with Linux and scripting languages.
  • Ability to plan, prioritize, and adapt in a rapidly changing environment.
  • Strong written and verbal communication skills, internally and externally.
  • Strong analytical and problem-solving skills.
  • Strong focus on results and quality.
  • Demonstrates a strong client-centric mentality and approach to taking-on and completing work.
  • Detailed-oriented.
  • Great team player.
  • Great with clients; understands client goals and naturally champions the client cause whenever possible.

Preferred Qualifications:

  • Bachelor’s degree in Engineering/Sciences is a plus

About Us:

Envestnet is a leading independent provider of technology‐enabled investment and practice management solutions to financial advisors who are independent, as well as those who are associated with small or mid‐sized financial advisory firms and larger financial institutions. Envestnet's technology is focused on addressing financial advisors' front, middle, and back‐office needs while leveraging our platform to grow their businesses and expand client relationships.

We offer a highly competitive compensation and benefits package as well as the excitement, challenges, and rewards of a fast-growing, entrepreneurial company.

Why Choose Envestnet:

  • Be a member of a leading financial services and products innovation company
  • Competitive Compensation/Total Reward Packages that include:
    • Health Benefits (Health/Dental/Vision)
    • Paid Time Off (PTO) & Volunteer Time Off (VTO)
    • 401K – Company Match
    • Annual Bonus Incentives
    • Equity
    • Parental Stipend
    • Tuition Reimbursement
    • Student Debt Program
    • Charitable match
    • Wellness Program
  • Work on global projects with diverse, energetic, team members who respect each other and celebrate differences
  • The best work locations with unlimited snacks!

Salary:

The annual base salary range for this position is $70,000 to $160,000.

Envestnet is an Equal Opportunity Employer.

Envestnet refers to the family of operating subsidiaries of the public holding company, Envestnet, Inc. (NYSE: ENV).

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