Operations Manager

Hickok & Boardman Capital Management is a boutique wealth advisory firm built on deep relationships, thoughtful planning, and a genuine commitment to the families we serve. Our clients trust us with their most complex and meaningful financial decisions, and we take that responsibility to heart.

We are creating an Operations Manager position to strengthen our client service leadership and build the scalable infrastructure needed for HBCM’s next stage of growth. This person will initially serve as a senior resource and working leader for our service team members, helping establish consistent service standards, improve workflows, and ensure that client needs are handled accurately, proactively, and with exceptional care.

Over time, the role is expected to grow into formal people management and broader firmwide operational leadership. The ideal candidate combines hands‑on industry experience with sound judgment, strong follow‑through, a process‑improvement mindset, and the ability to lead through influence before leading through title.

• Serve as the senior resource for our Client Service Associates and Client Relationship Consultants, helping resolve complex service issues, prioritize competing needs, and maintain consistent follow‑through.
• Model and reinforce HBCM’s standards for responsive, accurate, warm, and proactive client service.
• Provide day‑to‑day guidance, coaching, and feedback to client service team members, with formal supervisory responsibility expected to increase over time.
• Lead onboarding, training, cross‑training, and ongoing professional development for client service team members.
• Help define clear roles, responsibilities, service standards, and accountability across the client service team.
• Review client service workflows, account documentation, and high‑impact requests for completeness, accuracy, timeliness, and appropriate escalation.
• Coordinate service coverage across advisors and client service team members, helping ensure continuity during absences, peak periods, and shifting priorities.
• Facilitate effective team meetings, workflow reviews, and communication between advisors, client service team members, financial planning staff, and firm leadership.
• Support performance management by documenting expectations, recognizing strong performance, addressing gaps promptly, and partnering with firm leadership on development plans.
• Identify recurring client‑service friction points and promote a culture of ownership, collaboration, continuous improvement, and early escalation of errors or risks.
• Step into client service work when needed, including account opening and maintenance, money movement, transfers, distributions, required documentation, and coordination with custodial or Raymond James resources.

• Create, document, and regularly evaluate core operating procedures, workflows, checklists, service calendars and quality‑control processes to create a scalable client experience while reducing errors and dependence on individual memory.
• Drive consistent and effective use of CRM and other firm technology, including task management, client records, documentation, reporting, and workflow tracking.
• Maintain an operations manual and ensure procedures remain current as technology, staffing, business needs, and regulatory expectations evolve.
• Assess vendor and technology solutions, coordinate implementation, and help the team adopt new tools successfully.
• Develop practical service and operational metrics to identify backlogs, capacity constraints, recurring errors, and opportunities for improvement.

• Partner with firm leadership, Raymond James, and FINRA/SEC compliance resources to ensure…