Mark Tincher

Experience

• 

  Charles Schwab

  Jan 2007 - Jan 2008

  Project Manager

  + 10 years of experience• Led a team of managers and directors from various departments in redesigning and implementing annual incentive plans for over 1,600 employees and five separate business units.• Reduced new hire onboarding process by 30%, reducing the number of steps to set up new hires’ desktop profiles• Managed a team of 12 to 15 Registered Representatives. Coached, developed, and monitored phone national top performer Year-over-Year. • Coached and developed 15 registered advisors on how to transition service calls to advice calls. Trained in probing, and uncovering assets and needs. Oversaw supervisory duties, reviewing recommendations, risk tolerance, and appropriateness. • Built compliance and regulatory reporting for advice teams. • Pilot and rollout point of contract advice service, inbound licensed reps were to manage client service needs, and transition to advice session. Coached and monitored advice calls and provided training. Mostrar menos

• 

  TIAA

  Jan 2008 - Jan 2024

  • Led the successful merger and integration of a new business unit, overseeing changes to processes, incentives, compliance, and daily operations to align with our business unit's standards and reporting.• Project led cross-functional business units and built a team of licensed representatives supporting Wealth Advisors. Provided regular updates to Executive Leaders to monitor progress. Resulted in a significant productivity increase for Advisors and Sales Associates and adhered to compliance and regulations in supporting advisors.• Led the development and implementation of training programs for new managers, focusing on key areas such as coaching techniques, opportunity identification, data-driven decision-making, and performance accountability. Conducted regular coaching sessions nationwide to review progress and ensure skill development. Facilitated the integration of new managers into key business partner networks. Mostrar menos • Managed reporting team to build and monitor KPIs, forecast and model goals to achieve asset growth targets, and provided regular updates to senior leaders. • Collaborative effort with senior leaders from multiple organizations to transform a culture of just service into one focused on sales referrals for over 600 employees.• Outlined end-to-end client journey, emphasizing initial interactions through advisor assignment. Evaluated roles and responsibilities within advisory groups to streamline operations and minimize redundancy. Established routing protocols for call center staff to efficiently pair clients’ advisory needs with appropriate advisors. Ensured adherence to compliance and regulatory standards, including Regulation Best Interest.• Led a project team in a corporate-wide initiative to increase Financial Planning. Redesigned processes up-skilled the team on sales practices, and established accountability KPIs. Regularly report progress to senior leaders and the executive committee. Exceeded the goal by increasing Financial Planning session. Leveraged Lean Six Sigma methodologies throughout the process. Presented findings to the executive committee and integrated key learnings into everyday routines for frontline representatives.• Reduced risk to the business unit through working with our compliance and risk departments during our transition to service to sales to be in line with new regulations. • Work in partnership with a cross-functional team in developing predictive tools to match clients to our product and services, prompting frontline employees to discuss with clients. Developed scripts, reporting, and processes for registered representatives to follow. Mostrar menos • National Department Leader for over 300 Financial Sales Associates. Worked with Senior Leaders across all Wealth channels to improve Wealth clients experience through analyzing data, tactics, dashboards and strategies with KPI growth expectations• Redesign digital platform for reregistered representatives to proactively educate clients on product and service to assist in retirement.• Designed and launched new business unit, removing silos across multiple business departments to transfer in assets. Reduced failure rate by 25% and average opening cycle by 50%. Communicated and trained over 1,000 employees on the new procedure. • Revamped Asset Retention team, piloted multiple workflows, including outbound and inbound contact channels, improved measurement, and tighter risk controls, increased retention of assets by 189%, or $500M annually. • Process owner for increasing business unit’s referral outcomes. Increase annual sales in external asset growth in one year. Increased number of referrals year over year by 25%. • Managed team where we on boarded over 200 new Sales Associates, active recruiting, training, space planning, coordinated FINRA exams, and reduced time to productivity from 6 months to 3 months. • Simplified sales team referral pipeline, annual total savings 15,000 hours Mostrar menos

  • Senior Manager

    Jan 2021 - Jan 2024

  • Business Manager, Retail Services

    Jan 2017 - Jan 2021

  • Business Manager, Wealth Advisory Services

    Jan 2008 - Jan 2017