Operations Manager - BIAS

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Manages the Operations team and the back-office processes that support Beacon Trust client relationships Resolves complex service and operational issues, acting as senior point person for escalations. Ensures high-quality, consistent service for all clients by aligning operations staff with relationship teams and establishing clear service standards, turnaround times and accountability for client requests. Continuously improves processes, procedures, controls and technology related to service delivery and operations.

Acts as primary liaison between Beacon Trust and custodians, including Charles Schwab, Fidelity, Pershing and others.

Responsible for handling daily administration of client financial accounts by initiating a range of account activity, monitoring account records to ensure accuracy and completeness, and responding to client inquiries. Serves as the operations partner to relationship managers, associate relationship managers, business development, portfolio managers, and other departments to coordinate all services assigned to accounts. Continuously monitors work processes to ensure completeness, accuracy and conformance to established service levels and applicable procedures to ensure client expectations are met

In this position, the individual will own the operational side of the new client onboarding experience, from documentation and account opening through asset transfer and funding, so that each new client has a consistent, well-coordinated first experience with Beacon Trust. Incumbent will oversee the process of opening, renewing and modifying line of credit requests for clients in accordance with Provident Loan Administration.

Utilizes wealth management knowledge, experience, and bank resources to identify opportunities for relationship enhancement and to recognize problems and provide solutions.

KEY RESPONSIBILITIES:

• Manage client service / operations team and oversee servicing of client requests. Organize team coverage so that each relationship team has dedicated, accountable operations support, while standardized work is processed efficiently through shared queues. Utilize case management and reporting tools to evaluate efficiency of department. Make recommendations for improvement of department.
• Partner with relationship managers and associate relationship managers to define clear handoffs, intake channels and responsibilities between client-facing and operations staff. Hold regular touchpoints with relationship teams to review open items, upcoming client needs and service feedback.
• Resolve complex service issues. Cross-trains operations team in current or revised policies and procedures to increase their knowledge and productivity.
• Act as point person between Beacon and custodians including Charles Schwab, Fidelity, Pershing and others.
• Manage internal projects related to client service and operations. Partner with relationship managers and associate relationship managers to define clear handoffs, intake channels and responsibilities between client-facing and operations staff. Hold regular touchpoints with relationship teams to review open items, upcoming client needs and service feedback.
• Acts as a role model and provides coaching and training to employee’s to help improve operational performance. Enhance and review current policies, procedures and technology in order to improve operational efficiency through analysis and collaboration with management team.
• Assist with long-term strategic planning including staffing and capacity planning for the operations function.
• Supports internal audits and regulatory examinations.
• Perform other duties as required by position.
• Maintains a general understanding of the roles of other…