Operations Manager, Remote Practice Support (Remote)

This individual manages and leads members of a Remote Practice Support Team of 15+ people and is responsible for leading the team to peak effectiveness and efficiency in order to deliver maximum results. In addition, they have accountability for assisting with program administration, including marketing, billing, customer service and process development and maintenance in support of the program’s strategic goals.

The Remote Practice Support Manager position is diverse and touches people, process, and technology across business lines to support the Field. Outside of the day-to-day management of a diverse workforce in an on-premis and telecommuting work environment, this role also handles escalations and understands the unique structure of managing expenses based on revenue brought in from sold hours. They will also have process and system knowledge to help support their team members.

The ideal candidate strikes a balance of people leadership skills, detail orientation and a thorough understanding of the needs of financial advisory practices.

DUTIES & RESPONSIBILITIES: 

• Build and maintain a high-performing team; select, develop, coach, reward and recognize team members.
• Manage front-line / professional support teams within an operational unit; recruitment, selection, performance management, development and rewards.
• Manage work distribution, resource management and staffing levels within workgroup
• Assist in / develop team goals, priorities and metrics.
• Monitor progress toward goals, analyze variances, take correction action and adapt plans and priorities to address resource and operational challenges.
• Provide staff with on-going coaching and performance feedback.
• Resolve escalated customer cases, situations and inquiries.
• Partner with legal and compliance to conduct operations in compliance with pertinent laws and regulations.
• Participate in, represent and/or lead divisional / departmental projects or operational improvements that improve operational unit performance. 
• Develops, and sustains a high-performing team while promoting a culture of shared accountability, operational excellence, and partnership across the organization.
• Models Thrivent’s leadership competencies – Model the Way, Rally the Team, and Deliver Outcomes. 
• Supports and/or develops an environment in which Thrivent employees and colleagues are focused on continuous improvement, exceptional employee engagement, and an unwavering commitment to our clients. Shapes and/or supports a culture that represents the Thrivent purpose, promise and values, ensuring that Thrivent’s trust and reputation remain strong with its clients. 

This role will interact with key leaders within Operations and senior leaders across the enterprise to drive operational excellence for all stakeholders.

QUALIFICATIONS & SKILLS: 

Required:

• FINRA Series 6 or obtained within 90 days
• College degree or equivalent
• Demonstrated process/people leadership
• Knowledge of financial products preferred
• Professional credentials preferred (e.g. FLMA, ALHC, CLU)
• Strong communication/interpersonal skills with emphasis on customer service, conflict management, teamwork and coaching skills
• Knowledge of TF products and systems desired
• Experience with significantly improving processes and leading change
• Willingness to maintain an external perspective of emerging management and operations trends

Thrivent provides Equal Employment Opportunity (EEO) without regard to race, religion, color, sex, gender identity, sexual orientation, pregnancy, national origin, age, disability, marital status, citizenship status, military or veteran status, genetic information, or any other status protected by applicable local, state, or federal law. This policy applies to all employees and job applicants.

Thrivent is committed to providing reasonable accommodation to individuals with disabilities. If you need a reasonable accommodation, please let us know by sending an email to [email protected] or call 800-847-4836 and request Human Resources.

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