Active Trader Team Manager

Position Summary:

The Active Trader Relationship Manager (ATRM) team is responsible for developing relationships with a book of highly active traders through increased client engagement and by providing education on ETRADE's full suite of advanced active trader platforms, tools and services.

The ATRM Manager must have the unique skill set and traits of an ATRM and a proven track record of effective leadership and heightened performance across the organization. The ideal candidate will have a unique combination of a comprehensive trading knowledge and a commitment to the highest levels of service, along with a thorough understanding of the processes and procedural landscape presented to team members and customers alike.

The ATRM Team Manager will be expected to hold team members accountable for the service and relationship management delivered to both book clients and prospective clients. The Team Manager will provide coaching and support that lend to the career growth of the team. Additionally, the Team Manager will oversee team members and assure they meet targets for daily, weekly, monthly, and annual performance metrics, work with line of business management in coordinating team meetings, compliance training and preparation of performance reviews.

Role Responsibilities:

• Train, coach, motivate, and mentor ATRMs while providing checkpoints, milestones, and development plans as needed to meet core Key Performance Indicators
• Create a positive environment by motivating, encouraging, and engaging employees with fairness and integrity
• Review and evaluate customer interactions, providing feedback to drive improvement and quality, as well as identifying areas of strength or in need of improvement
• Provide industry expertise to ensure goals are met and a high level of service is delivered to drive heightened customer experience
• Research and resolve complex trade related issues
• Provide oversight and ad hoc approvals for trade entry or other transactional items in client accounts
• Effectively communicate issues related to the customer experience to associates, fellow supervisors and management in a timely manner
• Set and manage team standards around attendance, performance metrics, and service quality
• Partner with key stakeholders and varying levels of leadership to provide feedback and develop strategies for goal attainment

• Thorough understanding of ETRADE policies and procedures.
• Must have professional experience developing business as well as establishing relationships with actively trading and/or affluent clients
• Thorough understanding of the securities industry including equity and option trading.
• Utilize independent decision-making skills to handle and resolve issues. Ability to work independently
• Evidence of strong leadership capabilities and previous supervisory experience
• Possess strong skills in coaching and mentoring teams to enhance performance and deliver against KPIs
• Excellent knowledge of compliance practices and proven track record working within industry and regulatory parameters
• Utilize independent decision-making skills to handle and resolve issues
• Proven track record in handling and resolving complex client issues
• Ability to troubleshoot basic to advanced technical problems
• Excellent organizational skills, with the ability to handle multiple tasks
• Extensive knowledge of E*TRADE trading and customer account systems
• Proficient in Salesforce, MS Word, Excel, PowerPoint
• Outstanding oral and written communication
• Must be able to remain composed, professional and maintain control in high-pressure or volatile environments