Hope Johnson

· Provide support, direction, and leadership for three teams of ten to fifteen associates in Managed New accounts across multiple functionalities over three separate business units.

· Implement new processes and procedures across multiple business areas.

· Coaching associates and leaders working through performance issues with HR business partners.

· Coaching and mentoring team of three leaders as well as associates on their down-lines.

· Handling of escalations brought forward from leaders and associates on their teams as well as handling escalations on behalf of operations manager.

· Responsible for interviewing and hiring/promoting associates to train all new hires (forming training team). Coordinating with all areas of business to ensure training documents are updated and valid.

· Testing and implementation of new systems (Operations Portal, Client Service Management, BCP, COB/Master advisory agreement).

· Processing trade corrections for branches as well as associates.

• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
• Monitored workflow to improve employee time management and increase productivity.
• · Provide support, direction and leadership for a team of 10 to 12 associates in Freedom New accounts.
• · Implement new processes and procedures.
• · Collaborates with interdepartmental peers to increase engagement with associates during a global pandemic and new work environment (remote).
• · Monitor Service Level Agreement and motivate associates through experience with a positive attitude.
• · Special projects including coordinating cross training efforts (SMA/UMA New Accounts).
• · Special handling transition branches/advisors.
• · Testing and implementation of new systems (Operations Portal, Client Service Management, BCP).

• Trained new team members by relaying information on company procedures and safety requirements.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
• Coached team members in techniques necessary to complete job tasks.
• · New position created-Team Lead over three processing desks in AMS Cash Operations. (Managed Cancels, FA advisory Cancels and our Reports team.
• · Assisting Supervisor with Escalations and Trading Error Corrections.
• Analyzing daily volumes and adjusting team members daily assignments based on business need.
• · Training new team members and cross training current team members.
• · Recommending new or updated procedures regarding to error prevention.
• · High Dollar sign offs across multiple areas of Operations. (Cash Distributions, Cash Operations and SWAT.
• · Also assisting with Error corrections for Cash Distributions as needed.

• Conducted root cause analysis, leading to the implementation of effective corrective actions for recurring issues.
• · Carefully analyze data in a fast based work environment to identify discrepancies and resolve outstanding business issues.
• · Review associate performance for AMS Reconciliations, Cash Distributions, Managed and Non-Managed Cancels, Cash Operations and New Accounts.
• · Provides coverage for associate processing duties for AMS Cash Reconciliations, Cash Distributions, Managed and Non-Managed Cancels, Cash Operations, SMA/UMA new accounts and Freedom new accounts.
• · Train new team members on the quality review process as well as the SWAT procedures.
• · Train new hires on Cash Distributions and Managed Cancels teams.
• · Train new hires via AMS overview class.
• Implemented statistical process control techniques for monitoring the stability of production processes, enabling proactive adjustments as needed for optimal results.

• Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
• Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
• Implemented process improvements that led to significant time savings and increased accuracy in deliverables. · Created a new procedure of distributing work and making the team more efficient in processing, as a special project from my supervisor, which is currently in progress of a two-week test run before implementing permanently in the cash operations area.
• Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
• · Assist financial advisors in meeting client’s needs of investment or distribution of funds.