Craig Hensley
Omaha,NE
Summary
Encouraging manager with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Outstanding interpersonal skills, well balanced emotional intelligence. Servant Leader with a team-oriented mindset.
Overview
12
12
years of professional experience
Work History
Team Manager
Charles Schwab
04.2022 - Current
- Coordinated team collaboration to share ideas and build best practices.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Aligned team goals and objectives with organizational strategy, aiding business growth.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Implementation of new people leader onboarding process
- Cultivated positive, productive team environment
- Designed and initiated a process to build engagement amongst people leaders for leading and documenting meetings
- Created individualized study plans for associates working on FINRA licensing.
- Mitigate risk by making informed decisions based on interpretation of business rules along with state and federal regulations and statutes
- Analyze/ Interpret client correspondence and legal documentation related to New Accounts, Trusts, Estates, Organizations, Retirement plans etc. to determine appropriate exceptions and ensure WSP are followed
- Conduct daily movements of team to ensure Service Level Agreements are satisfied
- Performed regular compliance supervision over associates calls, chats, and emails on a monthly basis.
- Delivered regular team meeting for aligned work toward department/team goals.
- Drafted and deliver performance reviews and annual merit conversations.
- Develop and deliver HR corrective action when necessary.
Team Lead
Charles Schwab
10.2020 - 04.2022
- Mitigate risk by making informed decisions based on interpretation of business rules along with state and federal regulations and statutes
- Communicate with business partners to access departmental needs and to resolve client escalations/concerns
- Analyze/ Interpret client correspondence and legal documentation related to Estate, Divorce, and New Account cases to determine appropriate exceptions and ensure WSP are followed
- Conduct daily movements of team to ensure Service Level Agreements are satisfied
- Audited team performance and compliance with phone calls, chats, and emails standards.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Held weekly team meetings to inform team members on company news and updates.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Assisted in recruitment and Interviewing of additional team members to build team of top performers.
- Developed and deliver onboarding procedures for new associates.
- Monitor and track associate attendance and behavioral concerns.
Client Account Specialist
TD Ameritrade
08.2018 - 10.2020
- Contributed to team objectives in fast-paced environment answering inquiries from clients, attorneys, & internal business partners
- Analyzing client correspondence and legal documentation related to Estate / Divorce and New Account cases
- Mitigate risk by making informed decisions based on interpretation of business rules along with state and federal regulations and statutes
- Assist with managerial exceptions to provide a timely response for clients while ensuring procedures are being followed.
- Led the department in Branch Lead Referrals submitted
- Implemented a Branch Lead Referral conversation model to assist in asset retention
- Continuing the development of an internal associate career portal and pathways.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Interacted with team members across departments to research and resolve customer issues.
- Provided suggestions for process, application or documentation improvement, reducing onboarding time by 1.5 days.
- Trained, and supported new hires to properly adhere to company and industry regulations and procedures.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
New Client Consultant
TD Ameritrade
08.2017 - 08.2018
- Delivered an exceptional level of service to approximately 30 - 40 clients/day through the onboarding process, addressing service issues while introducing new products and services by listening to concerns and answering questions
- Focusing efforts on client experience
- Averaged 3 Branch Lead Referrals per day
- Contributing to the team through coaching to new and existing associates for best practices and PSS process, operating procedures, and other issue
- Lead team huddles = to drive conversation about process and sales behaviors rather than metrics
- Informing associates of upcoming matters, business and market news, etc
- Started the development of an internal associate career portal to provided associates with a better understanding of potential career paths and skills needed to obtain roles.
Flex Manager
TD Ameritrade
05.2017 - 08.2017
- Managed and improved the onboarding process of new hires
- Worked in coordination with Learning and Development to integrate new hire classes of 60-85 associates into the TDA culture
- Implementation of a stringent progressive discipline policy for attendance and classroom behavior
- Focus was on communication with multiple business partners to problem solve around potential bottle necks in the onboarding process
- Two solutions were implemented to provide more transparency to IS managers and to build stronger behaviors for associates
- Changed the onboarding process to decrease time of getting associates into the reporting system so managers would have faster access to associate progress and disciplinary reports
- Implemented a training schedule to start creating behaviors of changing aux codes during associates shift to greater reflect the habits needed in the role
- Improved the I-9 process by scanning associates new hire documentation ahead of time so managers could simply access the information and use it for verification purposes.
Team Manager (Temporary)
TD Ameritrade
04.2017 - 05.2017
- Managed, coached and developed 14 front line associates
- Lead and facilitated daily huddles, provided one on one coaching to associates for career development as well as continuous improvement of areas of opportunities in the current role
- Communicated corporate goals and vision to associates
- Followed up on Audit support concerns and issued Progressive Discipline per Standard Work when necessary.
New Client Consultant
TD Ameritrade
08.2016 - 04.2017
- Assist approximately 30 - 40 clients/day with onboarding to the firm, addressing service issues while introducing new products and services through inbound phone calls
- Focusing efforts on client experience and providing quality leads to our branch partners
- Contributing to the team through coaching to new and existing associates for best practices and PSS process, operating procedures, and other issues
- Lead daily team meetings to drive conversation about process, sales behaviors and metrics and informing associates business and market news.
Investment Consultant
TD Ameritrade
04.2013 - 08.2016
- Develop and manage a book of 600+ clients with an average account balance of $750,000, maintaining contact at least bi-annually
- Provide needs-based investment consultation service for approximately 60-75 prospective and existing clients per week by reviewing current portfolio investments, rates of return, costs analysis, and investment philosophy to ensure long-term financial goals are on track and within the client's risk tolerance
- Continuously evaluate client's needs, goals, circumstances, and time frame in order to make adjustments to ongoing plans
- Assess client portfolios using electronic tools including; Money Guide Pro, Portfolio Analysis Tool, Gains Keeper and other proprietary systems
- Identify and execute follow-up for an average of ten new clients per week from prospecting leads and referrals
- Position appropriate products/services (individually managed investments or guided solutions) through balanced presentations, to each client's current needs and long-term financial strategy
- Consult with advisor groups for individually managed investment solutions for approximately 20% of clients
- Provide internal referrals to annuity team, fixed income team, and education group based on clients' needs, for up sale and client retention services
- Built a pipeline of $64MM
- Ensure excellent customer service demonstrated by the Customer Service Index (CSI) of 100%
- Achieved team compliance score of 100% for the branch
- Observed 85+% client retention in guided products.
New Client Consultant
TD Ameritrade
02.2012 - 04.2013
- Assisted approximately 30 clients/day with onboarding to the firm, addressing service issues while introducing new products and services through inbound phone calls and live person chat sessions
- Converted approximately 80% of all new contacts to firm clients
- Consistently met or exceeded all sales goals, led team in sales, and obtained President's Club award as one of the top 15 New Client Consultants from a group of about 200 associates last two quarters in the position
- Provided new hire and continuing education/coaching to new and existing associates on established company standard operating procedures, compliance policies, and Financial Industry Regulatory Authority (FINRA) and Securities Exchange Commission (SEC) regulations
- Maintained a 90%+ customer service rating
- The highest on the team of 12
- Selected to participate on the firm's fifteen-member associate Steering Committee whose purpose was to provide management solutions to associate submitted concerns
- The committee coordinated the firm's internal resources to achieve expedient, effective, and efficient solutions through employee led and implemented problem-solving to improve associate morale and overall workplace efficiency.
Education
Masters of Business Administration -
Bellevue University
Bellevue, NEBachelors of Science: Construction Management -
University of Nebraska
Lincoln, NESkills
- Team Leadership
- Teamwork and Collaboration
- Employee Development
- Securities/Investments
- Continuous process improvement
- Risk mitigation mindset
- Associate and Client supervision
- Collaborative
- Active listening
- Performance Coaching
Professional Licenses
SIE – Securities Industry Essentials – 10/2018
Series 7 - General Securities Representative – 03/2012
Series 66 - Uniform Combined State Law – 03/2012
Series 24 - General Securities Principal Exam – 12/2017
Series 4 – registered Options Principal – 11/2022
Additional Information - Professional Networking
https://www.linkedin.com/in/craighensleymba/
Timeline
Team Manager
Charles Schwab
04.2022 - Current
Team Lead
Charles Schwab
10.2020 - 04.2022
Client Account Specialist
TD Ameritrade
08.2018 - 10.2020
New Client Consultant
TD Ameritrade
08.2017 - 08.2018
Flex Manager
TD Ameritrade
05.2017 - 08.2017
Team Manager (Temporary)
TD Ameritrade
04.2017 - 05.2017
New Client Consultant
TD Ameritrade
08.2016 - 04.2017
Investment Consultant
TD Ameritrade
04.2013 - 08.2016
New Client Consultant
TD Ameritrade
02.2012 - 04.2013
Masters of Business Administration -
Bellevue University
Bachelors of Science: Construction Management -
University of Nebraska
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