Director, Head of Business Administration for Operations & Service

Lincoln Investment recognized as one of Philadelphia's Top Workplaces for over ten years, is an independent broker dealer and registered investment advisor that offers brokerage, investment advisory and other financial services. Lincoln has over 1,000 financial advisors nationwide and we serve over 350,000 clients representing over $36 billion in assets. We are a majority family-owned financial services firm that regards our employees as integral players in our continuous growth. Lincoln Investment's success is built upon our dedication to helping people retire well and promoting a work environment that fosters success. Our financial strength and profitability are natural results of "helping people, having fun, and enjoying success." Lincoln Investment offers a competitive compensation and benefits package. Our Home Office is conveniently located in Fort Washington, PA, just outside of Philadelphia. 

Overview: This role will serve as a senior advisor and analyst to the SVP, Ops & Service. This individual will be a results driven self-starter who plays a key role in the present and future success of the organization. The individual’s primary duties will be to make time, information and decision-making more effective for the SVP and team.

Responsibilities:

• Work closely with the SVP to ensure the strategic vision and intent are properly communicated and effectively measured.
• Prepare correspondence in the SVP’s voice /pen for all audiences, internal and external.
• Establish and monitor the SVP’s critical information requirements and focus on his stated objectives.
• Act as a key partner to the team by brainstorming and identifying solutions to challenges.
• Help bridge communication gaps between senior leadership by working closely with other Chief of Staff members in the organization.
• Manage a variety of long-term cross organizational projects (including creating the ultimate Advisor Experience within Operations & Service)
• Working closely with the SVP of Operations & Service to create both short- and long-term strategic plans for running the day-to-day business at Lincoln.
• Work in close partnership with all of senior leadership to prioritize strategic operational efforts and execution utilizing data and analytics and industry trends to align and surpass our industry peers.
• Assist in the oversight of the execution of all operationally related activity, including account administration, transactional management, reporting, & project management.
• Responsible for all escalation management within the organization to resolve time sensitive needs with urgency and professionalism.
• Evaluate end to end workflow of operations to mitigate risk, improve service, and position our operations to scale in support of the growth of the business.
• Management and development of existing operations talent across numerous geographies.
• Participate and lead strategic discussions with the teams to address existing challenges and design solutions. Collect ongoing feedback from stakeholders to address key priorities.
• Execute ad‐hoc projects and strategic initiatives for the business; partner with groups internally including, but not limited to, Sales and Service, Technology, Compliance, Human Resources, Finance etc. to deliver key results.
• Advocate for the firm through contract and service level negotiations with vendors.
• Lead and continuously strengthen Lincoln’s relationships with key vendors and custodians with a focus on partnership and ensuring high client service and SLA adherence.
• Track KPIs and metrics to evaluate operational performance and customer satisfaction, as well as monitor key metrics and data to evaluate performance and identify opportunities for improvement

Desired Qualifications:

• In-person work at Fort Washington minimum 3 days a week
• Bachelor’s degree required
• Masters/Advanced Degree preferred
• 10+ years Operations and/or Service Center experience within the Financial Services industry (Broker-Dealer, Registered Investment Advisor, Clearing Firm, Product Provider, etc.)
• Experience with retail or institutional trade desk functions
• Experience leading large, cross-functional teams
• People management and development experience
• Vendor contract negotiation experience
• Management and creation of vendor service level agreements
• Superior analytical and problem-solving skills
• Superior written and oral communication skills
• Highly organized and detail‐oriented
• Diligent work ethic
• Experience working in a team environment
• Proactive and strategic mentality
• Ability to adapt in a positive manner to rapidly changing priorities
• Ability to remain calm in a fast-paced environment
• Ability to handle confidential material with utmost discretion
• Interested applicants must conduct themselves in a highly professional manner
• Experience using Excel and working with data and analytics a must
• Experience with BNY Mellon Pershing systems a plus
• FINRA Series 7 and 24 (or ability to obtain within 6 months of hire)

Lincoln Investment is an equal opportunity employer. Lincoln Investment prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Lincoln Investment conforms to the spirit as well as to the letter of all applicable laws and regulations.