Sr. Manager, Operations

Senior Manager, Trust Services & Operations is responsible for overseeing all operational aspects of trust and wealth administration and fiduciary services. This role ensures the efficient, compliant, and high-quality delivery of trust and wealth services to clients while managing a team of trust operations professionals. The position requires deep knowledge of fiduciary regulations, trust governance best practices, and operational excellence in a highly regulated environment.

• Oversee day-to-day trust and wealth operations including account administration, asset management, account onboarding and fiduciary reporting
• Develop and implement operational policies, procedures, and workflows to ensure efficient trust administration
• Monitor service delivery standards and ensure timely completion of trust activities including account transactions, tax reporting, account deposits and distributions
• Manage trust accounting processes, reconciliations, and financial reporting for fiduciary accounts
• Lead initiatives to improve operational efficiency, reduce risk, and enhance client service delivery

• Establish and monitor key performance indicators (KPIs) for trust operations including turnaround times, accuracy rates, and client satisfaction metrics
• Analyze operational data to identify trends, risks, and opportunities for improvement
• Prepare regular reports on operational performance, service levels, and team productivity for senior leadership
• Implement quality assurance programs to ensure accuracy and completeness of trust administration activities
• Track and report on regulatory examination findings and remediation efforts

• Provide coaching, mentoring, and performance feedback to team members
• Conduct regular one-on-one meetings and team meetings to ensure alignment and communication
• Manage workload distribution and resource allocation to meet service delivery commitments to scale for growth
• Foster a culture of continuous improvement, accountability, and client focus
• Identify training needs and coordinate professional development opportunities for team members
• Participate in talent acquisition and onboarding of new trust operations staff

• Ensure all trust operations activities comply with OCC regulations, state fiduciary laws, and internal policies
• Maintain current knowledge of regulatory requirements affecting trust operations and fiduciary services
• Coordinate with Compliance and Legal teams on regulatory examinations, audits, and inquiries
• Implement and monitor controls to mitigate operational and fiduciary risks
• Oversee annual account reviews and ensure proper documentation of fiduciary decisions
• Ensure proper handling of conflicts of interest, self-dealing prohibitions, and fiduciary duty requirements
• Manage responses to regulatory findings and implement corrective action plans
• Maintain appropriate records retention and documentation standards for trust accounts

• Oversee trust accounting systems and technology platforms used for trust administration
• Collaborate with IT and vendors on system enhancements, upgrades, and issue resolution
• Manage operational budgets and control expenses within approved limits
• Develop and maintain comprehensive procedure documentation and training materials
• Lead or participate in special projects related to operational improvements, system implementations, or regulatory initiatives
• Ensure business continuity planning and disaster recovery preparedness for trust operations
• Manage vendor relationships for trust-related services

• Partner with Wealth Advisors, Trust Officers, and Relationship Managers to deliver…