Brokerage Operations Front Office Service Lead

Block, Inc.; Missouri; Remote; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Brokerage Operations Front Office Service Lead, where you'll manage a dedicated team to drive excellence in service delivery. This pivotal role blends leadership with strategic oversight, ensuring high standards of customer service in brokerage operations. You'll provide real-time support, conduct performance coaching, and foster a collaborative environment. With a commitment to continuous improvement, you'll implement initiatives that enhance efficiency and optimize client interactions. This is an exciting opportunity to make a significant impact in a dynamic and inclusive workplace.

Qualifications

• Strong understanding of securities regulations and compliance.
• Experience in regulated financial environments.

Responsibilities

• Manage a team of frontline specialists for operational excellence.
• Conduct performance coaching and monitor service levels.
• Identify and implement process improvements.

Skills

Leadership and Coaching

Analytical Skills

Communication Skills

Data Analysis

Problem-Solving

Education

Series 7 FINRA License

Series 63 FINRA License

Series 24 FINRA License

3+ years in Brokerage Operations

2+ years of Team Leadership

Tools

CRMs

Gsuite

Confluence

AWS

Workforce Management Systems

Job description

Brokerage Operations Front Office Service Lead

Remote

St. Louis, MO, US

Posted Date: 03/14/25

The Role

The Brokerage Operations Front Office Service Lead is a critical position responsible for managing a team of frontline specialists to ensure operational excellence and continuous improvement in service delivery. This role combines leadership with strategic oversight, driving high standards of customer service within brokerage operations. The Service Lead collaborates with leadership to implement initiatives that enhance efficiency, optimize client interactions, and impact business success. A strong commitment to quality and performance is essential, empowering the team to meet and exceed goals.

You Will

• Provide real-time support and guidance to frontline specialists.
• Conduct performance coaching, development, and accountability through regular 1:1s, reviews, and KPI tracking.
• Foster team collaboration and maintain a positive environment.
• Manage team scheduling, staffing during peak periods, and handle timesheet and PTO approvals.
• Monitor queue health, service levels, and partner team performance.
• Coordinate training, professional development, and customer experience projects.
• Generate and report key performance metrics to leadership.
• Address escalated issues, performance concerns, and recognize achievements.
• Maintain documentation, records, and ensure compliance with policies and regulations.
• Identify and implement process improvements and operational enhancements.
• Maintain cross-team relationships and align with organizational goals.
• Share best practices and provide feedback for operations optimization.

Required Qualifications

• Series 7, 63, 24 FINRA licenses
• 3+ years in brokerage operations or financial services
• 2+ years of team leadership experience
• Strong understanding of securities regulations and compliance

Required Skills

• Exceptional leadership and coaching
• Strong analytical and problem-solving skills
• Excellent communication skills
• Proficiency in data analysis and reporting
• Knowledge of CRMs, Gsuite, Confluence, AWS
• Experience with workforce management systems
• Project management capabilities
• Experience in regulated financial environments
• Knowledge of customer service metrics and KPIs

Preferred Qualifications

• Experience with performance management systems
• Background in process improvement methodologies

We are committed to building an inclusive economy and workplace. Block is an equal opportunity employer and considers qualified applicants regardless of background or legally protected status. We also evaluate applicants with arrest or conviction records in accordance with laws.

We provide reasonable accommodations during the recruitment process to ensure fairness and inclusivity. Please share any needs with your recruiter.