Operations Lead

This is a unique opportunity to join our team to provide operational support and world-class customer service to our clients. In this role, you will be on a team acting as the primary point of contact for all inquiries. You will communicate directly with customers, as well as internal business partners and external service partners to effectively resolve issues, questions, and service requests. As a Client Partners Lead, you will have an extensive impact on the client's organization and their ability to do business in an effective and timely manner. The Client Partners Lead will accomplish this impact through proper tracking, raising issues when necessary, timely resolution of client issues & maintaining client satisfaction. The Operations group is a collection of sub-departments which is responsible for everything after an account is opened or a trade occurs. The Operations group's responsibilities include opening customer accounts, account maintenance, receiving and delivering money and securities to customers, and many more. HilltopSecurities is currently looking to hire an Operations Lead in Dallas, Texas. The Team Lead helps in monitoring and verifying various tasks for the group responsible for processing timely and accurate work as well as be resource for more complex transactions. ### Responsibilities - Works under limited supervision and with experience and knowledge of procedures to process a greater variety of complex transactions. - Responsible for non-routine escalations by drawing on multiple information sources and understanding multiple effects of an issue. May be responsible for approving requests. - Train new hires and go to person for existing staff when Supervisor/Manager is not available. - Other related duties and projects as assigned by department Manager - Provide detailed analysis, triage and tracking of client issues reported via email, phone and/or service center. - Ensure an excellent client experience by providing dedicated, timely and efficient communication regarding the impact, current status and next steps of issues being researched. - Act as a liaison between the client and internal departments in facilitating issue resolution. - Manage multiple client concerns and inquiries in a dynamic environment. - Establish strong understanding of clients' business and processes to better assess areas of improvement or opportunities for additional application training. - Build and maintain client relationships and maintaining superior levels of client satisfaction. - Review and audit user entitlements and provisioning on a quarterly basis. - Assist in developing product-focused expertise within the team. - Perform data analysis and operation metrics. - Keep abreast of industry updates and changes that may impact assigned work functions and processes. - Commit to learning & developing yourself to better Operations as a whole. ### Qualifications - High school diploma or equivalent - Three to five years back office Operations experience with specific department experience (ex. Reorg, Mutual Funds, Dividends, etc.) - Series 99 or successful completion of Series 7 within 6 year of hire - Customer focused with strong interpersonal and communication skills - Proficiency with Microsoft Excel, Word, Outlook and back office systems (experience with FIS a plus) - Detail oriented with the ability to prioritize workload to meet daily deadlines - Quick learner, team player with ability to work well in fast paced environment - Strong analytical skills - Able to work additional hours and/or flexible shift assignments when needed *The above statements are intended to describe the general nature and level of work being performed by individuals in, or assigned to, the above position and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required, and may be changed at the discretion of the Company.*