Senior Manager, Trust Services & Operations

Senior Manager, Trust Operations

At FNBO, our employees are the heart of our story—and we're committed to their success! Please see below the details of this career opportunity and how it fits into our organization's success.

The Senior Manager, Trust 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.

Trust Operations Program Ownership

• 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

Performance Measurement

• 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

Trust Operations Team Management

• 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

Compliance

• 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

Program Administration

• 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

Collaboration and Stakeholder Engagement

• Partner with Wealth Advisors, Trust Officers, and Relationship Managers to deliver exceptional client service
• Collaborate with Legal, Compliance, First Line Risk, and Audit teams on fiduciary matters
• Serve as subject matter expert on trust operations for internal stakeholders
• Communicate operational updates, process changes, and service impacts to relevant parties
• Participate in cross-functional projects and initiatives to support enterprise goals
• Build strong working relationships across the organization to facilitate problem-solving and collaboration
• Represent trust operations in meetings with senior leadership and regulatory…