Director of Operations

Assess current operations, client-service workflows, and CRM usage to establish ownership, service standards, and escalation paths. Build the daily operating cadence, including workflow visibility, weekly meetings, and KPI reviews, while creating documentation for core processes like onboarding, transfers, and billing support. Directly lead the client service team by assigning, tracking, and resolving operational backlogs, ensuring accurate completion of account paperwork and service requests within defined standards. Monitor workload, errors, and overdue tasks, intervening quickly when standards are not met and serving as the escalation point for complex issues. Partner with advisors to improve service handoffs and drive consistent use of the CRM and workflow tools to improve data quality and reporting. Coach direct reports on technical leadership and quality control, building cross-training plans to ensure critical workflows do not depend on single individuals. Ensure operational compliance workflows, recordkeeping, and follow-up tasks are completed accurately and on time while partnering with Comply on audits and remediation.