Eagle RIA Operations Manager

New York Life; New York (NY); Hybrid; USD 81,000 - 116,000; Full time

Job summary

Eagle Strategies LLC, a subsidiary of New York Life Insurance Company, Hybrid role in New York, seeks a Manager to lead Operations and Service Specialists within Wealth Management. You will coach staff, manage queues, allocate resources, and drive efficiency while supporting financial planning and advisory services.

The role involves collaboration with partners, development of procedures, and participation in high-impact projects to enhance client experience and regulatory compliance.

Qualifications

• Minimum 5+ years of relevant experience.
• Bachelor's Degree or Equivalent Work Experience.
• Series 7 plus Series 24 required within 6 months of hire date.
• Proficiency with Microsoft Office.
• Advanced knowledge of Microsoft Excel including v-lookups and pivot tables.
• Strong customer service skills and comfort with inbound/outbound calls.
• Outstanding written communication skills.
• Willingness to be flexible with schedule to meet extended business hours and heavy client demand.

Responsibilities

• Oversee the management, coaching, and development of a team of Operations and Service Specialists.
• Manage staffing, work schedules and monitoring of multiple call/workflow queues to ensure that department standards and company guidelines are met.
• Work closely with the Head of Operations & Service and make tactical recommendations related to resource allocation to meet service standards.
• Coordinate the Internal Consultant and Portfolio Specialist Teams with case construction and customized solutions.
• Ensure technology workflows operate correctly and resolve operational and compliance issues.
• Complete special projects and assist with writing communications to the Field on operational enhancements.
• Participate in presentations as needed.
• Identify process improvements and coordinate with the Head of Operations & Service to build efficiencies.
• Develop written procedures when new products are introduced or system changes are implemented.
• Serve as a Team Leader and assist with escalated issues, including exception requests from Advisors and trade review.
• Manage call escalations from clients and advisors; handle high-profile complaints.
• Assist with review and principal approval of new account applications.

Skills

Customer Service

Written Communication

Schedule Flexibility

Inbound Calls

Outbound Calls

Excel Proficiency

Microsoft Office

Education

Bachelor's Degree or Equivalent Work Experience

Tools

Microsoft Office

Microsoft Excel

Pivot Tables

VLOOKUP

Job description

Location: Hybrid - 3 days per week

Eagle Strategies LLC is a Registered Investment Adviser and wholly owned subsidiary of New York Life Insurance Company.

As part of New York Life's Wealth Management division, Eagle Strategies has a long history and passion for career development, innovation, collaboration, and diversity, equity and inclusion. We want employees to feel proud about being part of a company that is committed to doing the right thing. Through various resources and programs, you can grow your career while developing personally and professionally. Eagle Strategies provides retail investment advisory services through about 1,250 affiliated investment advisor representatives (IARs) and more than $20B in assets under management (AUM). Eagle IARs provide comprehensive investment advisory and financial planning capabilities. Through our "protection first" planning philosophy and backed by solutions that leverage New York Life's financial strength and mutuality, our advisors can tailor a plan to help their clients reach their long-term goals and withstand unforeseen fluctuations through insurance, annuities, brokerage (including stocks, bonds, mutual funds, and specialty asset classes), and other products.

The Manager will be charged with leading a team of Specialists that provide operational support and a superior service experience to Eagle Strategies Investment Advisor Representatives and their clients. This role provides a rare opportunity to learn the inner workings of the wealth management division of a 176-year old, Fortune 100 company. During your career, you can complete internal and external courses and earn industry licenses and designations that will, over time, enable you to move to roles with increasing responsibilities.

What You'll Do

• Oversee the management, coaching, and development of a team of Operations and Service Specialists.
• Manage staffing, work schedules and monitoring of multiple call/workflow queues to ensure that department standards and company guidelines are met.
• Work closely with the Head of Operations & Service and make tactical recommendations related to the allocation of resources to ensure adherence to service level standards.
• Coordinate the Internal Consultant and Portfolio Specialist Teams with case construction and the implementation of customized solutions by providing operational expertise.
• Work with Eagle Strategies business partners to ensure that technology workflows are operating correctly and efficiently. Identify and resolve operational and compliance issues that may arise during daily activities.
• Complete special projects and assist with writing communications to the Field on operational enhancements.
• Participate in presentations as needed.
• Identify process improvements and coordinate with the Head of Operations & Service to implement the solutions in an effort to build efficiencies and increased productivity.
• Develop written procedures when new products are introduced, or system changes are implemented.
• Serve as a Team Leader and assist with escalated issues as needed, including exception requests from Advisors and the review of trade errors.
• Manage call escalations from clients and advisors. Manage high-profile complaint requests.
• Assist with the review and principal approval of new account applications.

What You'll Bring

• Minimum 5+ years of relevant experience
• Bachelor's Degree or Equivalent Work Experience
• Series 7 plus Series 24 required within 6 months of hire date
• Proficiency with Microsoft Office
• Advanced knowledge of Microsoft Excel including v-lookups and pivot tables
• Strong customer service skills and comfort with inbound/outbound calls
• Outstanding written communication skills
• Willingness to be flexible with schedule to meet extended business hours and heavy client demand

Job Level: LEVELMG1

Pay Transparency

• Salary Range: $81,000-$115,500
• Overtime eligible: Exempt
• Discretionary bonus eligible: Yes
• Sales bonus eligible: No

Please note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.

Our Benefits

We provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work.

Our Commitment to Inclusion

At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities.

Recognized as one of Fortune's World's Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.