Description
At Facet, we put the member above all else. As a Director of Planning, you will live out this value each day as you lead a team of planners, inspiring them to do their best work of delivering tremendous value through the Facet way of planning to our members for an unparalleled experience. We are firm believers that human planners are a key component of building trust and connection in order to deliver a truly magical financial planning experience for our members. You’ll be laser focused on transforming our planners into brand leaders and Facet champions that consistently create life-changing member experiences for over 18,000 members/13,000+ households and growing.
You’ll also be responsible for ensuring planners deliver our financial planning process the Facet way - you’ll be expected to execute, but you’ll also be responsible for identifying opportunities to improve the way we do things.
Responsibilities:
Leadership & Culture
Lead your teams to create a positive, One-Facet culture. Explain the why and ensure each team member is 100% aligned on our overall go-to-market (GTM)
- Internalize company goals and initiatives in order to effectively lead and clearly communicate them to your team on an ongoing basis
- Your team should know exactly what is going on and why, what expectations are required of them, and how they are measuring up
- Inspire your team to embody the brand and motivate them to deliver exceptional value, turning members into raving fans
- Lead a team of up to 14 financial planners and work with them to create coaching plans that align with achieving long term success for the planner and Facet
- Work across the company to represent the planning department as a leader in the organization–working on strategic projects as needed
- Foster a member-first environment through team wide recognition and celebration
- Shape Facet’s planning culture and experience such that our planners are highly engaged in our mission and talented, great fit planner retention is at 100%
Process Adherence & Tech Adoption
Ensure 100% adherence to Facet philosophy, processes and tech adoption across the entire team
- Hit or exceed all assigned key metrics on GTM programs for your team (e.g, P75, IB4R, etc. and other new programs as they launch)
- 100% of your planners need to adhere to our planning philosophy and process
- Develop coaching, call listening and dev plans for each planner to hit all numeric targets–across every touchpoint
- Become an expert on our tools (and use them regularly) to help coach and train our planners on how to best adopt and use our proprietary software and all upcoming features
- Act as a practice management consultant for your entire team - incorporating Facet best practices for calendar, time, and relationship management
- Verify daily/weekly that your planning team is providing ample capacity so that sales has the appropriate level of capacity across the team and your planners reach the “orbit” stage as expediently as possible
- Act as a critical resource for our planning team to help in resolving all member challenges and compliance concerns consistently
Quality & Brand
Deliver a new, higher standard of quality across all member touchpoints that is on brand
- Deliver an NPS of 65+ and high CSAT that continues to increase every 6 months (get to NPS 90s within next 24 months) across your team
- Ensure we reach a higher level of quality on EVERY call and interaction through proactive, daily coaching and usage of rubrics to quantify on brand delivery
- Proactively identify folks that are not great long-term fits quickly and have performance conversations with those individuals using clear communication, specific examples, and regular documentation
- Contribute to hiring the next generation of financial planning talent and raising the bar on quality
Requirements
Basic Qualifications:
- 10+ years of financial planning experience
- 5+ years of experience leading, coaching and developing high performing customer-facing teams and experience leading enablement functions
- Exceptional project leadership skills and proven ability to deliver results by collaborating effectively across business areas
- Deep knowledge of the financial services industry, products, customer needs and the unique nuances of financial advice
- Transformational change management experience, ideally in evolving service models with integrated teams partnering effectively and efficiently
- Expertise in developing and advancing strategies that bring process improvements and industry leading financial services member experiences.
- Expertise or knowledge of various nuanced financial planning topics - equity compensation, risk management, tax, estate planning, debt refinancing, etc.
- Financial services startup experience
- Available to travel for in person trainings
- Must be able to meet and consistently maintain the minimum WiFi standards in order to efficiently work in the Company’s environment, and effect quality online connections
- A minimum of 15+Mbps upload speed, 50Mbps download speed, and a latency of under 100
- If these WiFi speeds are not met, it will be the employee’s responsibility to troubleshoot and upgrade to meet the minimum speed
Benefits
- $135,000- $175,000 annual salary + bonus determined by the experience, knowledge, skills, and abilities of the applicant - Please note, our salary ranges are based on current market data. Should you feel strongly that we are not in line, we highly recommend you to reach out and let us know. We are always looking to improve on building the best place for employees.
- Equity
- Flexible PTO
- All the benefits: medical, dental, and vision insurance, 401(k) with employer match, short and long term disability coverage (paid by Facet), life insurance options and paid parental leave
- Certification reimbursement program
- Work from anywhere in the US
