Director of Operations (Client Service & Operations)

ROLE IS IN PERSON in Tampa, FL

This established Private Wealth Management practice delivers sophisticated planning and investment management to high-net-worth and ultra-high-net-worth individuals and families. The team specializes in navigating complex financial situations with precision, clarity, and a deeply personalized approach.

Position Overview

The Director of Operations is responsible for the day-to-day leadership of the firm's client service and operational functions. Reporting to the COO, this role leads the Client Service Associate (CSA) team, drives operational excellence, supports the consistent delivery of a high-touch client experience, and helps the organization scale through strong processes, technology adoption, and team development.

The ideal candidate combines people leadership with operational expertise and a technology-forward mindset. They enjoy developing team members, improving processes, leveraging technology and AI-enabled tools, and creating scalable systems that support both growth and service excellence.

Core Responsibilities

• Lead, coach, and develop Client Service Associates (CSAs) and operational staff
• Establish clear expectations, service standards, and development goals for the team
• Oversee daily operational workflows and ensure processes and procedures are consistently followed
• Monitor team workload, capacity, service levels, and turnaround times to support efficient operations and exceptional client service
• Serve as the primary escalation point for operational and service-related matters
• Drive continuous process improvement initiatives that enhance efficiency, accuracy, scalability, and the client experience
• Champion effective use of CRM, workflow, reporting, and operational technology platforms
• Leverage data, dashboards, and key performance metrics to identify gaps, improve visibility, and support decision-making
• Identify opportunities to automate manual processes and implement AI-enabled and technology-driven solutions that improve team productivity and consistency
• Partner with the COO on operational initiatives, technology enhancements, and organizational improvement efforts
• Ensure compliance with firm, home office, and regulatory requirements

Qualifications

• 5+ years of experience in wealth management, financial services, or a comparable professional services environment
• Proven experience leading, coaching, and developing team members
• Strong understanding of client service operations and service delivery standards
• Demonstrated success improving operational processes and driving consistency across teams
• Experience utilizing CRM systems, workflow platforms, reporting tools, and operational dashboards
• Technology-forward mindset with the ability to learn, implement, and drive adoption of new systems and tools
• Interest in leveraging automation, AI, and emerging technologies to improve operational effectiveness and client service
• Strong organizational, analytical, and problem-solving skills
• Excellent communication and relationship-building abilities
• Northwestern Mutual / Private Client Group experience highly preferred
• Series 7 and 66, and Florida Life and Health 2-15 license or ability to obtain within required timeframe
• Bachelor's degree in Business Administration, Operations Management, Human Resources, Information Systems, Technology Management, Data Analytics, or a related field

What Success Looks Like

• Day-to-day operations run smoothly, consistently, and with minimal disruption
• Client experience is professional, responsive, and aligned with firm standards
• Client service and operations teams are well-trained, appropriately staffed, and clear on expectations
• Processes are documented, followed, and continuously improved, resulting in fewer errors and greater efficiency
• Operational issues are identified early and resolved effectively, with appropriate escalation when needed

Why Join

This is an opportunity to play a key leadership role within a growing, nationally recognized wealth management firm. You will help shape the future of operations, develop a high-performing service team, and drive initiatives that enhance both the client and employee experience.

Compensation & Benefits

Competitive salary and a full range of benefits including:

• Health / Dental / Vision Insurance
• Disability Income Insurance
• 401(k) / Profit Sharing
• Generous PTO / Paid Holidays
• Professional development opportunities
• Reimbursement for continuing education and relevant licensing/designations
• On-site fitness center & covered parking
• Hybrid work-from-home option

How We Work

The firm's culture emphasizes integrity, excellence, tenacity, generosity, and alignment with its core purpose of empowering clients to define and achieve their goals. Team members are expected to uphold:

• Highest integrity and client-first decision-making
• Commitment to excellence and high-quality service
• Tenacity and follow-through
• Generosity toward clients, colleagues, and the community
• Confidentiality and trust
• Emotional intelligence, professionalism, and constructive communication
• Collaborative mindset and firm-wide alignment
• Adaptability and continuous improvement