We are an independent wealth management firm that has been deeply rooted in the New England and Cape Cod communities for more than 30 years. Our mission is to help individuals and families accumulate, protect, and transfer their wealth, and to help corporate and not-for-profit retirement plan sponsors deliver a program that protects fiduciaries and truly changes participant behavior to drive meaningful outcomes. Led by a Visionary, and with our fiduciary approach, we believe in a well-rounded plan that aligns with our client’s distinct financial journey. Our team is the heart of everything we do. With a shared commitment to integrity and excellence, every team member goes above and beyond to deliver an outstanding experience. It’s what our clients come for and why they stay!

The Operations Manager is critical to our current and future success. There are many responsibilities across the entirety of the business that you will touch. Ensuring amazing team experience, client experience, and optimizing our technology are the top priorities. In this role, you will support our advisors, clients, and continued growth by ensuring smooth day to day operations across client-specific, account-specific, and general business functions. We are continuously looking for better ways to excel for our clients so you will be thoughtful and creative in continuing that effort. You’ll serve as the liaison between the client service and advisory teams, directing the flow of incoming requests and making sure they are completed accurately and on time. As someone who brings strategic thinking, follow through, and a proactive mindset, you’ll collaborate with leadership to identify improvements and lead the implementation of new processes. You’ve led a team before and understand the importance of accountability, clear communication, and making informed decisions. You’ll be responsible for building, training, and coaching the client service team as we grow, and we’re looking for someone who leads with humility, reliability, and a strong sense of ownership. You believe in the power of a team, push for excellence, and are energized by opportunities to improve and elevate the client experience. One of the key elements you provide is the ability to track all that falls to your plate and the rest of our team, to ensure that nothing slips through the cracks. You know how to get it done! This is the person that will thrive with us. This role offers meaningful leadership responsibility, growth potential, and the chance to make a lasting impact.

General Responsibilities:

• Ensure an exceptional and consistent experience for both clients and team members
• Manage daily tasks in order of priority and allocate based on capacity of each team member
• Facilitate communication, accountability, and efficiency between clients, advisors, and the service team
• Will interact directly with institutional clients and prospective clients
• Proactively communicate with advisory team, providing updates and addressing concerns
• Handle hiring, training, coaching, and other management responsibilities for the client service team
• Manage planning of periodic client events and meaningful client gift strategy
• Oversees revenue reporting cycle
• Manage and own our CRM (Wealthbox) including, accuracy, usage, reporting, and continued development of templates, workflows, and any other automation
• Implement, monitor and streamline processes for client service and business operations tasks
• Provide backup client service as necessary, take final responsibility for any escalated issues
• Continuously monitor technology for our industry to determine if there are opportunities to layer on and improve our systems, or potentially to shift to new technologies entirely
• Head up special projects and additional responsibilities from time to time as needed
• This is a dynamic role that will continue to evolve, with significant opportunity for future growth

Qualifications:

• Bachelor’s degree highly preferred, or equivalent work experience
• Minimum 5 years of progressive client service and operations experience in wealth management or financial planning preferred
• Experience with tax advantaged retirement savings plans and strategies required
• Series 7 and Series 66 licenses preferred; or willing to obtain within 12 months of hire
• Knowledge of industry-specific software required; familiarity with Wealthbox and Microsoft Office preferred
• Familiarity with Schwab and Fidelity systems ideal
• Ability to streamline and implement new processes and team members’ roles to enhance efficiency, effectiveness, and accuracy, and support rapidly shifting business demands
• Accomplished communicator able to express concerns, frustrations, have tough conversations, and provide honest feedback in a respectful manner, even when it’s hard to give
• Excellent leadership skills; successful at training, delegating, and holding others accountable
• Team player who is humble and hungry; willing to fill in for others’ duties when needed
• Respectful, loyal, excellent listener, honest, and inspires trust in others
• Organized, disciplined, and excellent time management to prioritize many projects simultaneously

Compensation: $110K - $130K + bonus