TD Ameritrade Retail CRM Systems Manager in Omaha, Nebraska
This position involves the management of activities related to development support, enhancements, and maintenance of internal client acquisition and retention information systems utilized by Retail Distribution. This individual serves as a strategic thought partner and business Subject Matter Expert. The role supports the strategic roadmap by identifying opportunities to leverage the CRM and other associate facing applications to deliver on retail strategy. Additionally, this individual must apply communication and problem-solving skills to guide and assist user groups on issues related to the design, development, and deployment of CRM software critical to business operations. The Manager acts as liaison with appropriate technology teams associated with their assigned system. This individual is capable of managing any component of a project associated with their system of responsibility from planning through execution.
Key accountabilities and responsibilities include:
Manage relationships with Retail leadership and influence decision making
Ensure ongoing functionality of assigned system by facilitating ongoing maintenance and upgrade of the technology
Participate in cross functional activity specific to assigned system
Lead, coach, and develop Sr. Specialists
Assist in the development of a Strategic Roadmap for CRM Systems
Understand business strategy, and provide recommendations for enhancements
Lead intake and prioritization of backlog to facilitate sequencing for T2 development
Coordinate issue resolution with leadership related to systems enhancements, testing and other critical issues identified
Take ownership on escalated items and delegate as appropriate to drive resolution
facilitate ongoing maintenance and upgrade of the technology
Lead planning and requirements gathering sessions with stakeholders to define requirements and deliverables
Act as central point of contact for issues and problems related to assigned system
Risk based decision making abilities with ability to collaborate and drive towards resolution, escalating appropriately
Represent the Retail point of view on assigned projects - ensure Retail needs are accounted for
Collaborate with Key Stakeholders to ensure most favorable outcome achieved when projects drive system changes/enhancements
Communicate impacts of changes due to project deliverables to Key Stakeholders
Provide systematic ongoing development of direct report(s) ex. Regularly scheduled IDP conversations
Provide tactical system specific training/coaching and feedback
2 to 3 years related experience
Ability to understand and anticipate business needs, organize, prioritize, and delegate to ensure the success of multiple initiatives in a timely manner.
Strong written and verbal communication skills with the ability to communicate with all levels of TDA in a manner that is understandable to business units.
Experience (2-3 years) with CRM system preferred.
Understanding of TDA policies and procedures and ability to identify compliance and regulatory concerns.
Strong interpersonal skills, ability to work through complex technical situations with the ability to communicate with both technical and non-technical audiences.
Action oriented individual who has strong decision making skills, self-motivated owner of multiple tasks and accountable to deliverables. Must be able to achieve goals with minimal supervision or direction.
A thorough understanding of the Internet, Web Navigation, Windows Operating System, Microsoft Excel, Visio, Word, PowerPoint, CRM systems and other applications as required.
Securities industry knowledge and a strong understanding of TDA internal policies and procedures required
Expert Knowledge, or proven ability to develop, of multiple TDA systems including but not limited to Salesforce, A2C, web, and other TDA applications as needed.
Exceptional leadership skills with experience leading change and the ability to handle escalations of issues from other associates.
Display professionalism and emotional intelligence across all settings.
Quick learner, adaptable to new situations and challenges.
Solve problems quickly and effectively while performing root cause analysis.
Lead effective meetings.
Military education or experience may be considered in lieu of civilian requirements listed.
TD Ameritrade is an equal opportunity employer. At TD Ameritrade we believe that people matter. We value diversity and believe that it transcends race, national origin, age, marital status, gender identity / expression, sexual orientation, citizenship status, service in the armed forces, disability, thoughts, ideas and perspectives. Our commitment to building an inclusive culture is aimed at attracting and retaining diverse talent, clients and shareholders to the firm. It's a belief that's core to the success of our organization.