The Director of Operations is responsible for leading and overseeing the company's trust administration operations, ensuring efficient, compliant, and client-focused service delivery. This role is accountable for optimizing operational processes, driving continuous improvement initiatives, managing operational risk, and supporting strategic business objectives. The Director will foster a collaborative and high-performing culture that promotes accountability, professional development, and exceptional client service.

The Director of Operations serves as a key leader in ensuring the effective administration of trusts, estates, and fiduciary accounts while maintaining adherence to applicable regulations, company policies, and fiduciary standards.

What You'll Do:

Operational Leadership
• Lead and oversee the day-to-day operations of the trust administration function.
• Develop, implement, and continuously improve operational policies, procedures, and workflows to enhance efficiency, accuracy, and service quality.
• Monitor operational performance metrics and identify opportunities for process improvements and scalability.
• Ensure timely and accurate administration of trust, fiduciary, and estate accounts.
• Drive operational excellence through workflow optimization, automation, and technology solutions.
• Manage operational projects and strategic initiatives from planning through implementation.

Risk Management and Compliance
• Partner with Trust Officers, Legal, Compliance, and Executive Leadership to ensure adherence to fiduciary standards, regulatory requirements, and internal controls.
• Establish and maintain effective operational controls to mitigate risk and enhance compliance.
• Oversee operational audits, examinations, and reviews while ensuring timely remediation of findings.
• Stay informed of industry trends, regulatory developments, and best practices affecting trust administration operations.

Team Leadership and Talent Development
• Recruit, develop, and retain a high-performing operations team.
• Provide leadership, coaching, and professional development opportunities to operations staff and managers.
• Establish performance expectations and accountability measures aligned with company objectives.
• Promote a culture of collaboration, client service excellence, continuous improvement, and operational discipline.
• Serve as the primary escalation point for complex operational issues and process-related challenges.

Strategic Partnership
• Collaborate with senior leadership to develop and execute operational strategies that support organizational growth and client service objectives.
• Build strong relationships with internal stakeholders, external vendors, custodians, financial institutions, legal partners, and other service providers.
• Provide operational expertise and recommendations to improve service delivery, client experience, and organizational effectiveness.
• Support business continuity planning and operational resilience initiatives

SUPERVISORY RESPONSIBLITIES:

Directly manages Operations Managers, Trust Operations Specialists, Trust Administration Support Staff, and other operations personnel. Would also directly manage the account reconciliation analysts as well as all reconciliation workflow processes.

Carries out supervisory responsibilities in accordance with company policies and applicable employment laws. Responsibilities include interviewing, hiring, training, coaching, performance management, succession planning, and employee development.

What You Bring:
• Bachelor's degree in Business Administration, Finance, Accounting, Management, or a related field required.
• Minimum of 7-10 years of progressive operations leadership experience, preferably within trust administration, fiduciary services, wealth management, banking, or financial services.
• Demonstrated experience leading teams, managing operational risk, and implementing process improvements.
• Experience with trust accounting systems, workflow management platforms, and fiduciary operations preferred.

PHYSICAL DEMAND: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to sit at a computer for long periods of time in office environment well lit.
• Ability to lift up to 20 pounds.
• Position is located in Wilmington, DE office.
• Must be able to work in the office during scheduled work hours.

Internal Application Policy:

Internal applicants must be in good standing and have a minimum of 1 year of service with Kestra. Internal applicants must also have a minimum of 1 year service in current role unless approved by EVP.

Benefits to support you:

• Competitive pay and benefits with a large employer (over 1600 employees nationwide)
• 401(k), health insurance, and a competitive benefits package
• Work in a supportive, collaborative environment committed to professional excellence
• Help clients navigate meaningful financial decisions with confidence
• Opportunities for training, development, and long-term growth within the firm
• Tuition reimbursement for qualified expenses