Position Summary
The Manager of Client Operations oversees a centralized operations team responsible for executing client onboarding and ongoing service requests. This role balances team leadership with operational oversight to ensure consistent, efficient, and high-quality processing of work submitted by Advisors and Client Service Managers.
The Manager of Client Operations ensures strong execution of workflows, adherence to service levels, and alignment with firm standards while partnering closely with Advisors, Client Service Managers, leadership, and other operational teams.
Key Responsibilities
Team Leadership & Development
- Lead, coach, and mentor a centralized team of operations associates responsible for onboarding and service execution.
- Conduct regular 1:1 meetings, performance reviews, and development planning.
- Provide real-time feedback to ensure accuracy, timeliness, and quality of work.
- Support onboarding and training of new hires on workflows, systems, and service standards.
- Monitor team capacity, workload distribution, and service levels; adjust resources as needed.
- Foster a culture of accountability, responsiveness, and operational excellence.
- Serve as the primary escalation point for department issues.
- Ensure adherence to firm policies, compliance requirements, and operational procedures.
Client Operations Delivery
- Oversee execution of client onboarding and account servicing requests submitted by Advisors and Client Service Managers.
- Ensure timely and accurate processing of new account setup, transfers, maintenance requests, and documentation.
- Act as a liaison between Advisors, Client Service Managers, and operations teams to ensure clarity and efficient request handling.
- Monitor turnaround times and service level agreements (SLAs) to ensure consistent delivery standards.
- Support resolution of complex or high-priority cases, ensuring a positive client and advisor experience.
- Drive consistency in how service requests are submitted, tracked, and completed across the firm.
Operational & Team Execution
- Ensure standardized workflows, documentation, and service processes are followed across the operations team.
- Oversee tracking and reporting of service requests, pipeline visibility, and operational metrics.
- Reinforce compliance with regulatory requirements, firm policies, and documentation standards.
- Identify process inefficiencies and implement improvements to enhance speed, accuracy, and scalability.
- Partner with leadership to implement new tools, systems, and workflow enhancements.
- Stay informed on industry practices and integrate best practices into team operations.
Core Competencies
- Strong leadership presence with the ability to coach, mentor, and develop team members in a high-volume operations environment.
- Deep understanding of client onboarding, risk operations, wealth operations, and service workflows within financial services.
- Excellent communication skills with the ability to coordinate across Advisors, Client Service Managers, and internal teams.
- Strong attention to detail with a focus on accuracy, efficiency, and service quality.
- Process-oriented mindset with a passion for standardization and continuous improvement.
- Ability to manage competing priorities and drive results in a fast-paced environment.
- Commitment to delivering a seamless and consistent client experience.
Qualifications & Experience
- 5+ years of experience in financial services operations, client service, or account management.
- Required licensure: Life, Health, Long-Term Care, Series 7, and Series 63/66 during the introductory period.
- Strong knowledge of client onboarding, risk operations, wealth operations, account maintenance, and service workflows.
- Prior leadership or supervisory experience preferred, especially in centralized or shared-service models.
- Proven ability to manage high-volume workflows and competing priorities.
- Strong communication, organization, and problem-solving skills.
- Experience with CRM systems, custodial platforms, and operational tools.
- Proficiency with Microsoft Office Suite, including Excel and Outlook, and document management systems.
Compensation & Benefits
- Competitive salary and profit-sharing bonus structure.
- Comprehensive insurance package with company-paid dental, vision, and short- and long-term disability.
- Retirement plan with company match.
- Life insurance.
- Paid holidays and PTO.
- Flexible work arrangements.
- Professional development and continuing education support.
Work Schedule
Location: On-site
Schedule: Monday–Friday, 8:00 AM–4:30 PM