Responsibilities
- Lead, mentor, and grow Operations Managers and team leaders to ensure accountability and reliable results
- Foster a work environment built on responsibility, teamwork, and focus on client needs
- Define clear standards for workflow management, service quality, and resource capacity
- Assist Operations Managers and team leaders in efficient task distribution
- Help team leaders strengthen team capabilities and clarify roles
- Support leaders in proactively managing performance, quality, and capacity challenges
- Guide teams in cultivating accountability, ongoing improvement, and business awareness
- Ensure consistent and efficient advice operations across the organization
- Monitor daily operations to detect inefficiencies, delays, and operational risks
- Serve as the escalation contact for complex operational or staffing issues
- Maintain operational stability during growth, adviser transitions, or peak demand
- Collaborate with advisers and leadership to optimize workload balance and utilization
- Eliminate operational barriers affecting adviser efficiency or client satisfaction
- Oversee capacity planning for Paraplanning and Client Services units
- Align adviser requirements with team skills and available capacity
- Manage operational and performance reporting, including workflow health and work-in-progress tracking
- Manage operational and performance reporting, including capacity and utilization data
- Manage operational and performance reporting, including client metrics, FUM, and revenue-related indicators
- Convert performance data into clear insights and practical recommendations for leadership
- Ensure operational teams comply with regulatory, AFSL, and governance requirements
- Serve as senior owner for advice-related systems such as Xplan and associated platforms
- Promote consistent and effective use of tools by operational teams
- Work with Technology and Service Design teams to integrate approved changes into daily operations
- Identify system or process shortcomings affecting output or quality
- Lead or support initiatives aimed at improving business-as-usual performance