Director of Operations (Client Service & Operations)
About the Firm-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. A strong commitment to clients, employees, and the community has earned national recognition, including multiple industry awards for excellence in wealth management.
The firm is growing and seeking driven professionals who want to build a long‑term career within an elite wealth advisory team. This is a hybrid role based in Tampa, FL.
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