Manager Client Services

Category: Corporate Services
Location: Alpharetta, GA
Job ID: 12386
Posted Date: July 10, 2019

More than 30 years ago, E*TRADE pioneered the online brokerage industry by executing the first-ever electronic individual investor trade. While the landscape of our industry has changed dramatically, our culture of innovation and drive to make online trading accessible to everyone continues to drive us forward. We believe in challenging the status quo, fostering an environment of curiosity and learning, and, above all, putting our customers first.



The Manager, Specialist Center manages one of our Centers of Excellence (including workload and operations by COE Service Specialists). The Manager, Specialist Center is responsible for ensuring Corporate Clients receive high quality services, ensuring proper processes are followed, meeting service level agreements, and adhering to appropriate rules, regulations and securities laws.


  • Ensure that daily tasks of COE Service Specialists are completed within quality standards and internal/external Service Level Agreements (SLAs)and train Service staff on best practices as necessary
  • Follow up on assignments from clients, Service Managers, and Segment Managers in the specialized services
  • Ensure quality service within SLAs to internal clients (i.e., Service Managers and Segment Managers)
  • Maintain appropriate staffing levels (recruiting, hiring, reassigning at peak times, etc.)
  • Manage and mentor Service Specialists, and maintain high morale within the team
  • Deliver services adhering to best practice processes, meeting quality standards and internal/external SLAs
  • Update Equity Edge and Stock Plans on a daily basis based upon data updates received from assigned Clients (e.g. new hires, terminations, etc.), participant transactions, etc.
  • Ensure all participant stock plan transactions are correctly processed and settled in a timely manner (ESPP Purchases, ESPP sales, Option Exercises, SWAPS, Reloads, Option Grants)
  • Conduct surveys and tracking of Disqualifying Dispositions
  • Valuation Reporting, Section 16 Insider Reporting & Client-specific custom processes (e.g. custom reports, scripts, etc.)
  • Monthly balancing of Client plans
  • Manage Client inquiries and requests in a timely and professional manner
  • Other duties as assigned


  • Bachelor’s degree in business, finance or related field or equivalent experience required
  • Series 7 and 63 or 99
  • Knowledge of the brokerage industry
  • Certified Equity Compensation professional (CEP) level two obtained with 18 months of hire
  • Experience with global equity plans, complex plans such as restricted stock units/awards, swaps/reloads, performance vesting/awards, etc.


  • Strong leadership and negotiating skills
  • Supervisory or management experience preferred
  • Familiarity with Equity Edge Online or preferred
  • Self-directed and results oriented
  • Excellent communication skills
  • Passed department CEE exam (within 3 months of hiring)
  • Ability to make decisions to resolve client issues and concerns
  • Ability to work productively and efficiently to meet deadlines
  • Strong attention to detail, problem solving and analytical skills

We offer a competitive and comprehensive benefits package. Please visit to learn more about the opportunities.

E*TRADE Financial is an Equal Opportunity Employer who encourages diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, disability, citizenship, marital status, sexual orientation, gender identity, military or protected veteran status, or any other characteristic protected by applicable law.

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