**Responsibilities:** + Partners with cross site peers and managers to establishes performance goals for department; collaborates with and directs associates to meet or exceed these goals + Acts as an information source for associates and ensures training and development occurs + Plans, assigns, monitors, reviews, evaluates and leads the work of associates + Oversees team morale and plans for appropriate team building activities and rewards and recognition + Handles performance management including career development and progressive discipline of direct reports + Interviews and hires associates who possess the core competencies of the position to strengthen the department and mitigate turnover + Supervise others working within established operational systems. + Contribute to the development of annual and longer-term business plans; forecast performance against business key performance indicators (KPIs); develop business cases for key activities/projects; and estimate the financial and human resources required to deliver performance targets. + Communicate the local action plan; explain how this relates to the function's strategy and action plan and to the broader organization's mission and vision; motivate people to achieve local business goals. + Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. Or manage and report on team performance; set appropriate performance objectives for direct reports or project/account team members and hold people accountable for achieving them, taking appropriate corrective action where necessary to ensure the achievement of team/personal objectives. + Supervise a team providing administrative and service operations support and have deep expertise in the service operations provided by that team. + Develop short- or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed. + Identify shortcomings in existing processes, systems, and procedures, and use established change management programs to address them. + Work within established procedures to achieve specified goals. + Advise managers how to apply a wide variety of existing procedures and precedents. + Help others get the most out of internal communications systems by offering support and advice. + Keep track of risk parameters, identifying any deviations and reporting them to more senior colleagues. Involves working within established risk management systems. + Track budgets and report variances to more senior colleagues. + Provide coaching to team members to develop their skills. + Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate. **Knowledge of:** + Operations and New Accounts systems. + Advanced customer operations and the financial industry. + Accounting concepts and principles. + Investment concepts, practices and procedures used in the securities industry and as required by New Accounts. **Skills:** + Provides guidance and training to others on planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives. + Provides guidance and training to others on developing appropriate plans or performing necessary actions based on recommendations and requirements. + Provides technical guidance when required on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organizational strategies and objectives. + Provides guidance and training to others on using clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies. + Provides technical guidance when required on interpreting and applying knowledge of laws, regulations and policies in area of expertise. + Provides technical guidance when required on analyzing data trends for use in reports to help guide decision making. + Provides technical guidance when required on reviewing and creating relevant, lucid and effective reports. + Identifies, assesses, prioritizes and manages risks and provides technical guidance when required. + Guide and train others on meeting high customer service standards. + Engage in strategic planning. + Shift into and out of a mental mindsets associated with assessing the facts and circumstances of the current situation and/or environment and making the appropriate/innovative adjustments to thinking and work habits to thrive in any scenario. + Manages and applies safe systems of work and provides technical guidance when required. + Negotiates and provides technical guidance when required on how to help the organization by obtaining consensus between two or more internal or external parties who may have different interests. + Provides providing technical guidance when required on managing projects and/or programs within desired cost, time and quality parameters. + Plan, organize, and execute the steps it takes to achieve a goal to achieve higher efficiencies. Typically works without supervision and may provide technical guidance.