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Department Leader - Digital - Tier 1 Tier 2 Helpdesk Support

Location: Saint Charles
Posted on: January 21, 2023

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 level
  • Improving customer experience as measured by efficiency, quality, and overall customer experience metrics.
  • Coaching & developing leaders so that can grow, learn, and develop in their career
  • Partnering 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 objectives
  • Defining clear roles and responsibilities within the team that will remove any ambiguity today
  • Setting strategic plans to execute against that will meet the Digital Service Desk overarching objectives
  • Follow-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 performance
    • Experience installing performance management scorecards & processes at the agent, team, and department level
    • Understanding of the department's systems, processes and technologies
    • Knowledge of business system interactions, infrastructure dependencies, system controls, monitoring, etc.
    • Proficient use of MS Excel, MS PowerPoint, MS Word
    • Bachelor's degree preferred
    • Background 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. Visit our career site 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, Elgin , Department Leader - Digital - Tier 1 Tier 2 Helpdesk Support, Other , Saint Charles, Illinois

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