Our Wealth Management business is one of the largest in the world with more than $2 trillion in client assets and nearly 16,000 Financial Advisors in 600+ offices across the U.S. Our Financial Advisors focus on delivering timely, customized solutions and services that help clients meet their financial and life goals. Our offering includes brokerage and investment advisory services, financial and wealth planning, access to credit and lending, cash management, annuities and insurance, and retirement services.
The Content and Communications Manager (CCM) is responsible for overseeing a team tasked with creating and maintaining resource material across each line of business (Asset Movement Team, Accounts Team, and Expense Team) for the Service Review Unit. They would be responsible for knowing all aspects of desktop technology, best practices, firm policies and procedures, client service and efficiency and be able to relay that through content to department managers. The CCM would be expected to review communications to staff on policies, procedures, and technology updates as needed and ensure the respective content aligns with firm and departmental objectives and initiatives.
Manage a team responsible for creating and maintaining content and training resources across the Asset Movement team, Accounts Team, and Expense Team
Possess unique knowledge and experience with ALL platforms and systems used by lines of business under the Service Review Unit
Become a SME on any changes to the technology platform impacting operational procedures within the department
Author and maintain web based content, training manuals, materials and newsletters
Work closely with Management to provide consistent messaging of policy and procedural updates across sites and teams
Partner with Field Strategic Services in distributing departmental related communications to the field
Perform a “needs analysis” within each line of business and subsequently develop and maintain training resources unique to the businesses needs
Ability to tailor the trainings to maximize impact within the department
Initiate and take ownership of projects related to content and communications
Ability to deliver training to managers or in an individual one-to-one coaching setting with all levels of the field
Provide coaching support to employees during technology pilots
Drive content resource needs discussions in management and team meetings
Develop and maintain a strong partnership with Training and Communications, Field Strategic Services, and Compliance to align messaging of interpretation of technology, policies and procedures with the rest of the field.
Work with Management across sites to deliver consistent content and procedural interpretation across all locations
Analyze and report applicable metrics, training impact, field feedback, user experience and escalations