Department Leader - Digital - Tier 1 Tier 2 Helpdesk Support
Company: EDWARD JONES
Location: Franklin Park
Posted on: November 26, 2022
Job Description:
At Edward Jones, we help clients achieve their serious,
long-term financial goals by understanding their needs and
implementing tailored solutions. To ensure a personal client
experience, we have located our 15,000+ branch offices where our
more than 7 million clients live and work.
In a typical branch office, a financial advisor meets with clients
and receives branch office support, so they can focus on building
deep relationships with clients. Headquarters associates in St.
Louis, Tempe and Mississauga provide support and expertise to help
U.S. and Canada branch teams deliver an ideal client experience. We
continue to grow to meet the needs of long-term individual
investors.Edward Jones Digital Division is seeking a dynamic and
transformational Department Leader to aid in the cultural
transformation for how we provide exceptional support of firm-wide
digital services for the firm. The incumbent will have Leadership
responsibility for an organizational team size that could range
from 75-125+ associates managing six to seven direct reports. This
leader will be responsible for instilling a performance management
culture within the team and help support a transition of service
that is evolving into a proactive service operation.
Responsibilities will include:
Developing & implementing performance
scorecards and management processes across the team from the agent
to the department levelImproving customer experience as measured by
efficiency, quality, and overall customer experience
metrics.Coaching & developing leaders so that can grow, learn, and
develop in their careerPartnering and executing with
cross-functional peers to set strategies that shift the culture to
an analytical and proactive team whose focus is on improving
customer experience and delivering on improved efficiency
objectivesDefining clear roles and responsibilities within the team
that will remove any ambiguity todaySetting strategic plans to
execute against that will meet the Digital Service Desk overarching
objectivesFollow-up on any client escalations to understand the
issue, resolve any issues outstanding, and to learn if there are
any process adjustments needed.Participate in Technical Bridges
aimed to solve technical issues that arise and to ensure that
proper communication to the clients impacted is delivered.Monthly
reporting and governance of Department performance that is
delivered up the Senior Leaders highlighting trends, improved
performance, and opportunities / actions needed.Lead operational
projects that could be connected to new systems and deployment of
new technology where the Digital Service Desk team is
impacted.Experience leading a Training & Development team would be
a plus as it's possible that this role could lead the Team Leader
responsible for the training of new hires and tenured associates.
10+ years of leadership and
management experience 10+ years working in a call center or
helpdesk environment preferred 10+ years of experience leveraging
scorecards to drive performanceExperience installing performance
management scorecards & processes at the agent, team, and
department levelUnderstanding of the department's systems,
processes and technologiesKnowledge of business system
interactions, infrastructure dependencies, system controls,
monitoring, etc.Proficient use of MS Excel, MS PowerPoint, MS Word
Bachelor's degree preferredBackground in ServiceNow or equivalent
ITSM Platform preferred
- 100 Best Workplaces for Millennials in 2022, published Fortune
July 2022, Great Places to Work - data as of March 2022.
Compensation provided for using, not obtaining, the rating.
- Edward Jones was recognized as one of the Best Workplaces for
Millennials by Great Places to Work - and Fortune - magazine. The
privately held firm ranked No. 2 overall, in its fourth appearance
on the list.2022 Fortune Best Workplaces for Women, published
September 2022, research by Great Places to Work -, data as of
August 2021. Compensation provided for using, not obtaining, the
rating.
Edward Jones has been named to the
2022 Best Workplaces for Women list by Great Places to Work - and
Fortune - magazine, ranking No. 45.2022 Fortune's 100 Best
Companies to Work For, published April 2022, research by Great
Place to Work -, data as of August 2021. Compensation provided for
using, not obtaining, the rating.
For the 23rd time, Edward Jones has
earned a spot on the Fortune 100 Best Companies to Work For -
ranking by Great Places to Work - and Fortune - magazine. Edward
Jones ranked No. 35 on the prestigious 2022 list.2022 Best Places
to Work For LGBTQ+ Equality, Great Place to Work - in partnership
with Human Rights Campaign Foundation, published Equity Magazine
January 2022, data as of July 2021. Compensation provided for
using, not obtaining, the rating.
Edward Jones scored 100 percent on
the Human Rights Campaign Foundation's 2022 Corporate Equality
Index (CEI) the nation's foremost benchmarking survey and report
measuring corporate policies and practices related to LGBTQ+
workplace equality. The ranking designated Jones as one of the best
places to work for LGBTQ+Equality.Edward Jones does not
discriminate on the basis of race, color, gender, religion,
national origin, age, disability, sexual orientation, pregnancy,
veteran status, genetic information or any other basis prohibited
by applicable law.At Edward Jones, we value and respect our
associates and their contributions, and we recognize individual
efforts through a rewards program that promotes a long-term career,
financial security and well-being. to learn more about our total
compensation approach, which in addition to base salary, typically
includes benefits, bonuses and profit sharing. The salary range for
this role is based on national data and actual pay is based on
skills, experience, education, and other relevant factors for a
potential new associate:
Salary: $128299 - $218456
Category: Headquarters
Keywords: EDWARD JONES, Chicago , Department Leader - Digital - Tier 1 Tier 2 Helpdesk Support, Other , Franklin Park, Illinois
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