Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Manuela Denk

Summary

Professional leader with strong focus on driving new business initiatives and delivering impactful results. Proven ability to foster team collaboration, adapt to evolving needs, and ensure reliable performance. Adept at strategic planning, client relationship management, and process optimization, with keen eye for identifying growth opportunities. Known for being dependable and versatile in dynamic environments.

Overview

23
23
years of professional experience
1
1
Certification

Work History

New Business Team Leader

AssetMark
12.2021 - 10.2024
  • Leading the resolution of escalations and complaints within the New Business team while championing the team to optimize workflows of New Business Case Managers. Helping organize workflow and identifying/implementing solutions and large projects to improve new business effectiveness and efficiency. Guiding a team responsible for the account opening process and setting expectations around account and relationship management to promote an ideal client experience. Facilitating team meetings, weekly 1-on-1 huddles, employees career development and overseeing metrics.
  • Success Example
  • Created and implemented new standard operating procedure that enables future associates responsible for workflow clear guidelines and reduces incorrect routing of work assignments therefore, decreasing processing delays.
  • Revamped the interviewing process and job descriptions for applicants seeking employment within the firm’s operations and service areas that resulted in a better applicant pool and aligned firm and applicant goals.
  • Established a department directory for associates to utilize when further assistance is needed from other departments and firms. This freed up time for team leaders as they no longer had to guide workers to connect with the correct parties.
  • Researched common processing mistakes made by associates and facilitated lunch and learns that provided additional training and/or a better understanding of why errors occurred and how they can be prevented in the future.
  • Updated many Standard Operating Procedures to close missing gaps and assist associates from making errors.
  • Created team building activities that enabled remote and in-office employees to form better work partnerships.
  • Crowned Team Leader of the quarter in July 2022.
  • Became Series 6 licensed in February 2023.
  • Received Hero Award nominations on a yearly basis.
  • Established additional training materials for new associates from outside the financial services industry to learn and understand the “why” behind processes.
  • Championed for higher pay for our Case Managers and more department staff due to increased workloads.
  • Implemented peer reviews for struggling associates that had difficulties understanding certain account concepts that helped improve knowledge and performance.
  • Worked on department project that involved root cause analysis of errors and not-in-good-order work items and suggested a plan of action that reduced costs, delays, and frustrations for both the associates and the Financial Advisors.

Sr. Service Specialist II

Edward Jones Investments
04.2016 - 12.2021
  • Worked at Edward Jones engaging in department and firm projects to enhance processes and efficiencies, develop talent, as well as leading associates while also supporting up to five Financial Advisors (FAs) daily building their business and lending administrative support.
  • Success Examples:
  • Implemented consistent contact plans for Financial Advisors which resulted in deeper client relationships and the discovery of outside assets clients had that the Advisors had not been aware of.
  • Acted as Interim Leader to in-field Branch Office Administrators providing support and guidance regarding remote Financial Advisor assistance.
  • Shaped associates’ skills by uncovering strengths and opportunities and establishing individual development plans by providing knowledge and resources in the Support Coordinator role.
  • Shared business plan ideas with Financial Advisors through my prior branch experience that resulted in a rapid revenue increase during a short period of time.
  • Created ideal business relationships with FAs by researching FA questions regarding processes and information/forms needed for client meetings. This freed up time for the Financial Advisors and provided a quick summary to them of such processes.
  • Trained seven new associates.
  • Participated in a department project that focused on changes to the financial industry by educating fellow co-workers using a game setting that resulted in a more enjoyable adoption of new procedures.
  • Stepped into the Mentor role sharing information about the mentee’s own career path, as well as provided guidance, motivation, emotional support, and role modeling.
  • Participated in Knowledgebase (internal department resource page) focus group and helped determine if suggested structure and content were adequate and easy to navigate.
  • Hosted job observation for possible future associates that enabled them to understand what a typical day in my role looks like. This provided them with a true idea if this position was something they want to pursue.
  • Participated in FA Onboarding focus group to determine the best way of describing our partnerships with Financial Advisors. This led to a consistent structure for the entire department.
  • Initiated "brown bag" meetings within the department that enabled associates to voluntarily participate in targeted topics to deepen job skills.
  • Facilitated JonesStart (1-day training program for new associates to the firm).
  • Hosted Existing Associate Training sessions by bringing subject matter experts from other areas of the firm to topic specific meetings that enabled associates to understand department roles and best practices.
  • Enhanced cash processing and scanning enhancements for the department, thereby creating a consistent task completion structure.
  • Continuously volunteered to help associates in our sister department, thereby reducing capacity issues.
  • Assisted in new associate interviews.
  • Member of TBS Measurements project (department project that enabled leaders to measure each associate’s contributions and performance) which resulted in some of the most favorable measures given to associates.

Sr. Branch Office Administrator

Edward Jones Investments
07.2001 - 04.2016
  • Managed branch office with one Financial Advisor providing administrative support, taking charge of marketing campaigns while supporting the region in the roles of Mentor and Branch Office Administrator Mentor Coordinator.
  • Success Examples:
  • Helped branch office growth from $9 million to $91 million in assets under care.
  • Increased client base using direct marketing solutions and establishing a contact management system that ensured regular client/prospective client contacts.
  • Deepened client relationships by offering additional products and services, organizing client appreciation events and seminars.
  • Promoted branch office in the community by participating in volunteer opportunities with the local Chamber of Commerce.
  • Facilitated training sessions at regional meeting events that resulted in an increase of the adaptation rate of a new system tool by branch office teams.
  • Ranked in the top 25% of the firm’s branch teams regarding providing Service Excellence.
  • Trained new Branch Office Administrators that led to more confident associates.
  • Supported new Financial Advisors to the region by teaching them best branch team practices.

Education

Bachelor of Arts - Business Administration, Business Management, Human Resources Management

Columbia College
Elgin, IL
05.2010

Skills

  • Team management
  • Data-driven decision making
  • Coaching and mentoring
  • Collaborative mindset
  • Operations management
  • Power BI
  • Employee training
  • Interviewing
  • Performance management
  • Relationship building
  • Customer satisfaction

Certification

Series 6 license

Languages

German
Full Professional

Timeline

New Business Team Leader

AssetMark
12.2021 - 10.2024

Sr. Service Specialist II

Edward Jones Investments
04.2016 - 12.2021

Sr. Branch Office Administrator

Edward Jones Investments
07.2001 - 04.2016

Bachelor of Arts - Business Administration, Business Management, Human Resources Management

Columbia College

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Manuela Denk