The Investment Services Manager is responsible for overseeing the day-to-day operations and continued development of the organization's investment and retirement services program. The position provides leadership and development of licensed financial advisors and investment support staff, coordinates team activities and workflows, supports high-quality member service, and helps advance established business plan goals and strategic initiatives.
The role is responsible for maintaining excellent member service and operational standards, supporting effective investment planning practices, helping ensure accurate and efficient operations and focus on accelerated member penetration and assets under management growth. The Investment Services Manager also works collaboratively with internal sales and support teams, community partners, the broker-dealer, third-party vendors, and others to strengthen the integration of investment services within the organization and the community while supporting the ongoing needs of members.
Duties and Responsibilities (Essential Functions)People Leadership and Performance Management- Foster a culture of trust, teamwork, accountability, inclusion, professional development, and pride.
- Monitor individual performance based on departmental procedures, service levels, business plans, key performance indicators, and established goals.
- Monitor the overall member experience through observations, coaching, feedback channels, and follow-through.
- Model exemplary service behaviors and mentor staff in communication, needs discovery, relationship development, and issue resolution.
- Hire, coach, develop, and retain high-performing employees committed to excellent member service.
- Lead team meetings, daily huddles, coaching conversations, cross-training, skill-building, and professional development activities.
- Resolve escalated member concerns with empathy, urgency, and care while reinforcing long-term trust.
Operational Oversight and Department Strategy Execution- Oversee daily operations of investment and retirement services, prioritize work, and ensure critical tasks are completed accurately and timely.
- Develop, monitor, and manage performance against key performance indicators that support the business plan and accelerated growth.
- Prioritize and reassign workloads based on volume, staffing coverage, and operational needs.
- Create and maintain service standards for daily operations, member experience, employee engagement, and team goals.
- Provide operational, administrative, and office support for the department as needed.
- Develop and execute a business plan that increases member penetration and assets under administration.
- Drive program and individual production goals through coaching and intentional sales leadership.
- Implement campaigns, promotions, referral activities, and other growth initiatives.
- Build partnerships with Marketing, Branches, Member Business Services, Mortgage, and other internal teams to support holistic member solutions.
- Develop, implement, and document procedures and processes. Recommend improvements that enhance service, efficiency, quality, or value.
Member, Vendor, and Business Partnership- Maintain effective working relationships with the broker-dealer, third-party vendors, community partners, and internal stakeholders.
- Build strong cross-referral relationships with credit union departments and leaders.
- Partner with retail staff to improve confidence, quality, and understanding of the investment planning experience.
- Monitor referrals and calls, provide feedback to team members, and assist when needed.
- Manage escalated or complex member issues through resolution with minimal supervision.
- Participate in special projects, serve as a subject matter expert, and execute strategic initiatives and business plan goals.
- Foster a culture where sales and service work together to create long-term member loyalty.
Investment Program Risk and Compliance- Support the broker-dealer supervisory group in overseeing daily operations with a focus on accuracy, compliance, and protection of member assets.
- Ensure adherence to industry, broker-dealer, credit union, and regulatory policies, procedures, and requirements.
- Maintain appropriate staffing levels, scheduling, and workflow organization to support a seamless member experience.
- Maintain the confidentiality and security of business, client, and member information.
Additional Requirements:- Strong written, verbal, and interpersonal communication skills, with the ability to interact professionally with members, employees, vendors, and regulators.
- Strong computer proficiency, including Microsoft Office applications and credit union and investment-services systems required for assigned duties.
- Ability to organize, prioritize, and manage multiple tasks; respond to competing and changing priorities; and meet deadlines.
- Strong analytical, problem-solving, and decision-making skills, including the ability to resolve difficult or complex situations.
- Working knowledge of credit union products, services, policies, and procedures relevant to the role.
- Working knowledge of regulatory and broker-dealer compliance requirements necessary to perform job responsibilities successfully.
- Ability to exercise initiative, ownership, sound judgment, and independent discretion with minimal supervision.
- Ability to supervise and engage both on-site and virtual team members.
- Ability to communicate policies, practices, expectations, and procedures clearly to direct reports and stakeholders.
- Commitment to confidentiality, continuous professional growth, diversity, and inclusion.
