Supervisor, New Accounts - New Assoc Onboarding, Call Quality, Documentation Support

This position follows our hybrid-friendly schedule, so you get the best of both worlds - flexibility and collaboration. In office days will be 3 per week averaging 12 days per month in one of the following locations: St. Petersburg, FL, Memphis, TN or Southfield, MI. In addition to the responsibilities outlined below, this role will support the execution and continuous improvement of key operational programs across several focus areas, including New Hire Onboarding, Call Quality & Analytics, and Documentation . The Supervisor will play a critical role in new hire onboarding , ensuring associates are effectively trained, supported, and prepared to perform their roles successfully. This includes coordinating onboarding activities, reinforcing training standards, and partnering with leadership to identify opportunities to enhance the onboarding experience and accelerate associate readiness. This role will also contribute to the call quality and analytics function , supporting the monitoring and evaluation of service interactions to ensure adherence to quality standards and identify performance trends. The Supervisor will leverage insights from call reviews and data analysis to provide coaching, reinforce best practices, and support continuous improvement in service delivery. Additionally, the Supervisor will oversee or partner closely with the documentation function , ensuring procedures and job aids are accurate, up-to-date, and accessible to associates. This includes reinforcing adherence to documented processes, identifying gaps, and escalating opportunities to improve clarity and consistency across operational materials. Success in this role requires strong attention to detail, the ability to balance day-to-day supervision with program support, and a focus on driving consistency, quality, and efficiency across all assigned areas. The Supervisor will act as a key link between frontline associates and leadership, helping translate strategy into effective execution. Responsibilities Supervise others working within established operational systems. Supervise a team providing administrative and service operations support and have deep expertise in the service operations provided by that team. Help others get the most out of internal communications systems by offering support and advice. Execute a communications plan within established internal communication systems and procedures. 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. Skills Works at an advanced level to express ideas, request actions, formulate plans, & policies by means of clear and effective verbal communications. Typically works independently and provides guidance. Works at an advanced level to deliver required services to clients to the required standards. Typically works independently and provides guidance. Works with full competence to orient work in a workflow to plan, organize, and execute the steps it takes to achieve higher efficiencies. Typically works without supervision and may provide technical guidance. Works at an advanced level to review and evaluate recommendations and requirements and to develop appropriate plans or deliver actions required. Typically works independently and provides guidance. Licenses/Certifications SIE required or ability to obtain within 120 days (as required by FINRA), provided that an exemption or grandfathering cannot be applied. Series 99 required, or ability to obtain within 120 days (as required by FINRA). Persons holding Series 6, 7, 17, 37 or 38 or those who hold principal-level registrations: Series 4, 9/10, 14, 16, 23, 24, 26, 27, 28, 51, and 53 would be qualified to register as an Operations Professional (Series 99) without passing the examination.