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Posted: Monday, January 8, 2018 3:45 AM

Using extensive communication skills along with business and technical knowledge, this position is responsible for leading the team of Technology Application Consultants in developing, planning and implementing strategies aimed at building and improving client performance through technology utilization, application support and instructional education. Extensive contact with internal customers and technology functional areas to assess needs and recommend learning solutions. Incumbent must have in depth knowledge of instructional design, communication skills and adult learning.


* Plans, assigns, monitors, reviews, evaluates and leads the work of a team engaged in providing telephone and limited on-site advanced support and training support for supported software applications and best efforts support on unsupported applications

* May provide technology training and education solutions at RJ branch locations and conferences by consulting on training needs and priorities, content, development, delivery and administration.

* Participates in needs analysis and creation of education and development solutions for branch associates, management, advisory teams and other high visibility audiences. Prepares and delivers written and oral presentations via varied mediums including e-learning.

* Drives educational solutions that meet business needs while balanced with instructional design practices.

* Ensures the quality and effectiveness of educational delivery and results by guiding the development and maintenance of appropriate metrics.

* Models effective uses of appropriate instructional technology and practices in the classroom and online.

* Resolves and/or assists staff with all aspects of providing strong customer service and resolves escalated issues.

* Acts as intermediary and facilitator to help resolve ongoing and/or complex business unit issues.

* Monitors call tracking system to ensure timely resolution of calls/tasks meeting standard turnaround times.

* Conducts Recruiting Presentations during Home Office Visits by high potential advisors.

* Performs other duties and responsibilities as assigned.


* Minimum of a B.S. in Computer Science, MIS or related degree and seven (7) years of relevant experience including management or leadership experience or combination of education, training and experience.

* Knowledge and/or experience in the following highly preferred:

o Overall understanding of the Raymond James business technology environment, applications and processes.

o Working knowledge of the organization and intermediate to advanced technical skills required to support internal and external technical applications.

o Advanced knowledge of concepts, practices and procedures in technology consulting, needs assessment, program design and adult learning theory.

o Functional knowledge of Concepts, practices and procedures of supported brokerage products and services.

o Functional knowledge of RJ internal and third party applications for intermediate and advanced support, trouble shooting and product knowledge for making recommendations for best business practices.

o Functional knowledge Microsoft applications for intermediate and advanced support, trouble shooting and product knowledge for making recommendations for best business practices.

o Expert knowledge of concepts, practices and procedures of support for computer applications and Service Level Agreement (SLA) requirements.

o Experience in a customer focused and customer centric environment. IE: call center, customer contact center, service help desk, etc.

o Strong instructional presentation, facilitation and public speaking skills. Ability to present effectively in a variety of mediums including in person, online, e-learning and by phone.


Lead the Team

Creates/maintains a competitive organization by attracting, developing and retaining talent to ensure people with the right skills & motivations are in the right place at the right time to meet business needs.

* Builds a cohesive team, and develops structure & direction to meet or exceed customer needs.

* Leverages systems & processes to attract, develop & retain talented individuals.

* Provides feedback, empowerment and coaching to help others excel in current and future job responsibilities.

* Creates a trusting work environment where people can realize their full potential.

Enhance Client Experience

Builds and maintains strong internal and external relationships. Enhances the customer service experience to drive competitive advantage.

* Ensures customer perspective is driving force behind business decisions and activities.

* Ensures customer solutions, practices and procedures are carried out and achieve their objectives.

* Builds strategic partnerships within the organization to collaboratively execute business goals.

* Interacts with others in a way that promotes openness & trust and gives confidence in one's intentions.

Advances Strategic Opportunities

Gains competitive advantage by developing, supporting and/or promoting innovative strategies, products or processes which align with the firm's vision and goals and enhance the firm's reputation/brand.

* Identifies and drives organizational changes needed to adapt to changing customer and market demands.

* Establishes and commits to long-term business direction and sets meaningful performance objectives that align to values & strategies.

* Communicates information in a compelling way that drives others to achieve team and firm goals.

* Encourages others to seek opportunities for different and innovative approaches to addressing problems and opportunities.

Drive High Performance

Executes business and organizational objectives that build and support sustained revenue growth, maximize firm results and effectively leverage people/processes.

* Uses customer centric approaches for choosing courses of action or developing appropriate solutions.

* Aligns communication, accountability, resources & processes to ensure strategic priorities yield measurable and sustainable results.

* Tenaciously works to deliver team goals with the greatest potential for producing positive business results.

* Establishes high standards and challenging goals for individual, team and organizational accomplishment.


* Series 7 License required within 12 months of employment. Series 63 preferred.

* Educational Certifications or Certificates preferred.



Associated topics: agent, broker, call center, customer, guest, healthcare, outside sales, retail, sales agent, sales associate


• Location: Tampa

• Post ID: 45718422 tampa is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018