Envestnet is seeking a passionate and talented Manager, Institutional Client Support to join our Service team. This position is expected to report to either our Berwyn, PA or Raleigh, NC office. 

Envestnet is transforming the way financial advice and wellness are delivered. Our mission is to empower advisors and financial service providers with innovative technology, solutions, and intelligence to make financial wellness a reality for everyone.  

Since our founding 20 years ago, we are fully vested in helping people live an intelligent financial life. If you love the idea of working in a Fintech company with the environment and excitement of a start-up where you are making everyday impact - then read on. 

Job Summary: 

This position is responsible for supervising ongoing institutional client relations, ensuring delivery of service requirements, and managing a team of service professionals. The Manager, Institutional Client Support will work closely with the ICS staff in making joint decisions regarding operational service plans, keeping each other abreast of current interactions and dialog with clients, with a common goal of deepening client relationships and resolving operational process issues. The Manager, Institutional Client Support manages and responds to escalated client inquiries. Works extensively with clients, service managers and managers from other departments in the company. 

Job Responsibilities: 

• Applies understanding of the institutional clients’ business processes and functions to identify operational goals and objectives. Implement operating strategies to achieve goals and objectives, including the establishment of policies, functional and processing priorities, critical deadlines, quality standards, production levels, and turnaround times.
• Supervises the day-to-day operations of service delivery to the clients.
• Creates and maintains current documentation of functional processes, procedures, policies and workflows.
• Monitors, documents, analyzes and reports workload and productivity levels of team. Gathers and uses workload and productivity information to forecast workload demands across the team’s processes, functions and personnel.
• Forecasts task-specific and collective resource requirements needed to meet team’s objectives.
• Coordinates and schedules operational activities, personnel and processes to accommodate workload fluctuations, client service needs, changing priorities, and completion of department and or company goals and objectives.
• Monitors, records, resolves and responds to client complaints and escalations. Evaluates client information to implement service improvement strategies.
• Identifies goals and objectives aiding the team’s ability to provide enhanced quality service to clients. Implements and manages goals and objectives.
• Assess ICS staff quality of service and provide feedback/coaching to direct reports aligning with team’s goals and objectives.
• Develops, implements, oversees and maintains employee training programs. Ensures employees are properly skilled to proficiently perform all tasks, duties and responsibilities.Maintains employee skill proficiency needed to meet department objectives.Ensures that all team functions have current processing, procedural and training documentation.Implements processes and procedures that confirm training effectiveness and skill proficiency.
• Monitors productivity of direct reports relative to established functional and quality performance standards and expectations. Conducts employee performance appraisals, maintains accurate records related to overall employee performance on an ongoing basis.
• Develops, implements, and maintains a career progression system that meets department succession and staffing needs, promotes quality performance, and motivates employees to deliver service excellence while offering employees career growth and enrichment.
• Evaluates trade errors and implements trade error prevention measures.
• Performs projects or duties as assigned by Sr management.
• Assists department’s management team with disaster recovery activities. Implement and execute disaster recovery action plans when necessary.
• Conducts operational status meetings as needed.
• Assists with special projects as assigned.
• Coordinates the scheduling of time off for adequate staff coverage.
• Travels as necessary to reach objectives.
• Represents team’s interests through task-force and project group participation.
• Adherence to and application of Envestnet legal, compliance, risk, business continuity and administrative policy within the role and department(s) including the timely completion of training & awareness, affirmations and testing as requested.
• As part of the responsibilities for this role, you will understand and readily support Envestnet's established corporate business practices, policies, internal controls and procedures designed to create value or minimize risk

Required Qualifications:  

• Bachelor’s degree or equivalent work experience required.
• Must have 5-7 years experience in the financial services or related industry.
• Prefer at least 3 years financial services experience in supervision.
• Must have strong knowledge and understanding of the asset management business and investment products across all major asset classes (equities, fixed income, mutual funds, etc.)
• Must have strong supervisory and team building abilities.
• Must demonstrate the ability to resolve conflict in a mature and constructive manner.
• Must be able to exhibit professionalism and diplomacy and be able to work with a variety of personalities.
• Must demonstrate the ability to coach and support staff.
• Must be able to communicate clear expectations and motivate employees to optimal performance.
• Work as a member of a team with collaborative decision making.
• Must be highly organized, possess strong attention to detail, and demonstrate the ability to work under pressure.
• Must be able to adjust to changing priorities.
• Must be flexible, well organized, and assertive in order to complete multiple tasks and meet the demands placed on his/her time.
• Must be creative, decisive, and able to perform with a high degree of autonomy.
• Must display good judgment and decision making with minimal supervision.
• Must be capable of gathering information from various sources to assist in critical decision making.
• Must be able to balance customer needs/product profitability when making decisions.
• Must be able to resolve highly complex issues, negotiate sensitive issues, troubleshoot daily obstacles, and possess highly developed reasoning capacity.
• Must possess strong verbal and written communication skills.
• Must have strong math skills.
• Must be proficient in Microsoft Word, Excel, and PowerPoint

About Us:  

Envestnet is a leading independent provider of technology‐enabled investment and practice management solutions to financial advisors who are independent, as well as those who are associated with small or mid‐sized financial advisory firms and larger financial institutions. Envestnet's technology is focused on addressing financial advisors' front, middle, and back‐office needs while leveraging our platform to grow their businesses and expand client relationships. 

We offer a highly competitive compensation and benefits package as well as the excitement, challenges, and rewards of a fast-growing, entrepreneurial company. 

Why Choose Envestnet:  

• Be a member of a leading financial services and products innovation company
• Competitive Compensation/Total Reward Packages that include:
• Health Benefits (Health/Dental/Vision)
• Paid Time Off (PTO) & Volunteer Time Off (VTO)
• 401K – Company Match
• Annual Bonus Incentives
• Parental Stipend
• Tuition Reimbursement
• Student Debt Program
• Charitable match
• Wellness Program
• Work on global projects with diverse, energetic, team members who respect each other and celebrate differences

Envestnet is an Equal Opportunity Employer. 

Envestnet refers to the family of operating subsidiaries of the public holding company, Envestnet, Inc. (NYSE: ENV). 

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