Sr. Manager, Active Trader Relationship Management

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

The ATRM, Sr. Manager is a senior people leader responsible for the overall performance, risk management, and strategic execution of the Active Trader Relationship Management department. This role leads ATRM Team Managers and is accountable for consistent delivery of a high-quality client experience, strong business outcomes (retention, acquisition, and engagement), and a culture of coaching, development, and operational excellence. The ideal candidate combines deep trading and active trader platform knowledge with proven multi-level leadership, strong judgment, and the ability to drive performance through managers while operating effectively across partners (e.g., Compliance, Risk, Operations, Product, and other lines of business).

Role Responsibilities

• Lead, coach, and develop ATRM Team Managers, ensuring consistent expectations, coaching standards, and performance management across teams
• Establish a strong talent pipeline (hiring, onboarding, readiness, succession planning) and ensure role clarity and capacity planning across the department
• Create and sustain a positive, inclusive environment by motivating, encouraging, and engaging leaders and employees with fairness and integrity
• Ensure consistent career development practices, including calibration, promotion readiness, and targeted development plans for managers and ATRMs
• Business Performance & Operating Rhythm
• Own department-level performance against daily/weekly/monthly/annual KPIs (e.g., engagement, retention, acquisition, service quality, productivity, and risk outcomes)
• Set targets and translate business priorities into execution plans for Team Managers; monitor results and course-correct quickly
• Ensure a consistently high-quality client experience across all teams by setting standards for relationship management, education, and platform/tool guidance
• Oversee quality assurance practices (interaction reviews, coaching frameworks, and remediation plans) and ensure improvements are sustained
• Serve as an escalation leader for complex client situations and trade-related issues, ensuring timely resolution and appropriate risk controls
• Ensure adherence to supervisory expectations, policies, and procedures; partner with Compliance/Risk to maintain a strong control environment
• Cross-Functional Partnership & Continuous Improvement
• Partner with line of business leadership and key stakeholders to coordinate team meetings, communications, compliance training, and performance review processes
• Collaborate with Product/Platform, Operations, and other partners to improve tools, workflows, and client-facing processes impacting active traders

• 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