Director, Mass Market Advice and Investment Services

Financial Services Position Summary: This position is responsible for developing and leading the newly formed National Mass Market Advice and Investment Services unit. This unit sits within the TIAA-CREF National Contact Center, but is set apart from the general call center and is viewed as an emerging team of sales and service professionals.? The National Director will develop and coordinate the sales activities and service delivery of all Mass Market Investment Advice and TIAA-CREF Brokerage Services to customers within the Mass Market customer base (approximately 2.7 Million).? This leadership role will be accountable for performance metrics and overall business operations to meet the broader strategic goals of the Mass Market Business Segment.? This position requires the ability to communicate and present to all level of the company (including executives) with the ability to develop innovative strategic business plans, motivate staff to reach beyond their ability, and promote cross-functional collaboration and partnership.

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Responsibilities:
Influence development of strategic and tactical product and services offerings required to drive national sales and retention goals across the unit.
Lead a dedicated national sales team, seeking continuous improvement and talent acquisition where appropriate.
Address call center operating efficiencies and enhance the Advice service delivery model.
Build a national Product and Service pilot team, testing new offerings that are scheduled to be deployed at a future date. Evaluate all new business processes that could impact current business model.
Ensure compliance with all relevant regulations through the implementation of controls and compliance standards across all client interactions.
Oversight of all corporate complaints and manage records retention required by State Insurance Departments, NASD and SEC.? Acting in the capacity of National Registered Principal - with all oversight responsibilities that that entails.
Accountable for the management of the unit's financial budget.
As a registered principal, the Director is responsible for the actions of the employees in the unit and the accuracy of information provided to customers and prospects.



Requirements:
At least 7-10 years of wirehouse, mutual fund complex, or insurance sales industry experience.
Minimum 5 years of direct management experience, including but not limited to call center management, field force management, brokerage sales or investment services.? Critical requirement is proven success in building and managing a multi-site national sales team.
Prior experience managing teams of up to 100 sales representatives.
NASD Series 7 and Series 24 and Series 65 registrations.
Must have active state insurance license in the state of residence or have the ability to obtain license within the six months of employment.
Strong leadership capabilities and ability to develop innovative strategic business plans.
Comprehensive and current understanding of legislative and regulatory environments, financial planning, estate planning, and tax issues as well as the competitive environment.
Comprehensive knowledge of a wide array of brokerage operations and financial advice execution.
Ability to consistently promote cross-company collaboration and partnership.
Ability to interact with regulatory agencies and all levels within the organization including executives.