Senior Director of Operations

1 month ago

Westlake, United States Equity Trust Company Full time

*This position is based out of our Westlake, OH office and is eligible for a hybrid schedule after training.


JOB OVERVIEW

The Senior Director, Operations provides overall direction and guidance to the operational activities of Equity Trust with the objective of maximizing growth and profitability. Develops operational strategies ensuring day-to-day operations align with the company’s long-term goals. Provides leadership and management of company operational functions, including (but not limited to) New Accounts, Transfers, Trust Accounting, Distributions, etc. Supports leadership within operational teams and works across departments to ensure an exceptional end-to-end client experience.


RESPONSIBILITIES & DUTIES

  • Develops and executes an operational strategy that supports the company’s objectives, focusing on efficiency, scalability, and profitability.
  • Works closely with senior leadership to align operations with business goals, contributing to the overall strategic direction of the company.
  • Identifies and drives key operational initiatives that enhance service delivery, client satisfaction, and operational excellence.
  • Leads operational change initiatives to enhance the client experience and achieve operational objectives
  • Establishes key performance indicators and assists in the interpretation of performance metrics to ensure operational standards are being met
  • Assists managers and supervisors with implementing training programs and identifying continuing education opportunities
  • Ensures all operations departments have detailed and accurate written work processes and best practices
  • Forecasts staffing needs and manages the annual budget for all operations departments
  • • Provides actionable insights and strategic direction to operational leadership to efficiently achieve operational goals and objectives
  • • Manages metrics, performance criteria, policies and procedures to continuously improve the client experience
  • • Analyzes and summarizes data and trends and formulates strategies to mitigate issues and presents to Executive Committee
  • • Uses customer insight and root case analytics to identify companywide improvements and presents to relevant stakeholders and Executive Committee
  • • Maintains transparent communication by sharing appropriate organizational information through department meetings and one-on-one meetings, email and regular interpersonal communication
  • Performs other duties as assigned


QUALIFICATIONS

  • Minimum 10 years of experience in an operations management role, preferably in financial services or retirement industry
  • Bachelor’s degree in Business Administration or related field
  • Experience managing multiple business units
  • Knowledge and experience with TQM, Six Sigma and/or Lean
  • Masters of Business Administration preferred


PROFESSIONAL CERTIFICATIONS

  • RITA Certification or equivalent retirement industry certification preferred


TECHNICAL SKILLS

  • Expert level proficiency in Microsoft Office


CULTURAL COMPETENCIES

In addition to our core company competencies of Cultivates Innovation, Nimble Learning, Action Oriented, Collaborates, and Being Resilient, a successful candidate in this role should exhibit the following behavioral competencies:

  • Strategic Mindset
  • Courage
  • Drives Results
  • Develops Talent


PHYSICAL DEMANDS/WORK ENVIRONMENT

This job operates in a professional office environment and routinely uses standard office equipment. While performing the duties of this job, the associate is regularly required to speak and hear. The associate is frequently required to sit for extended periods of time, as well as stand, walk, use hands and fingers, and reach with hands and arms. This job requires the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.


DISCLAIMER/ASSOCIATE ACKNOWLEDGEMENT

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.


Equity Trust Company is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin. If you have a disability that requires accommodation or paper application, please contact us at careers@trustetc.com.

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