Position Summary: The Supervisor, Operations Processing and Transactions leads a high-volume team responsible for onboarding conversion events and establishing new accounts for primarily investment-only clients. This role oversees day-to-day operational processing, work allocation, quality control, and team performance while ensuring adherence to regulatory and SOX-related documentation requirements.
The supervisor partners with stakeholders to drive operational excellence, support business growth initiatives, and create a culture focused on accountability, continuous improvement, and exceptional service. The role also plays a key part in developing crew, managing workflow priorities, and ensuring accurate and timely completion of onboarding activities.
- Lead, coach, and develop a team responsible for onboarding conversion events and new account establishment for investment-only clients.
- Manage daily workflow distribution and capacity planning to ensure timely and accurate processing of onboarding activities.
- Monitor operational metrics, productivity, quality, and service levels to identify trends and drive performance improvements.
- Ensure adherence to SOX controls, regulatory requirements, and internal policies governing account setup and documentation.
- Establish clear performance expectations, provide ongoing feedback, and conduct performance evaluations in accordance with Human Resources policies and procedures.
- Identify and implement process improvements that enhance operational efficiency, reduce risk, and improve the client onboarding experience.
- Partner with internal stakeholders across Operations, Workplace Solutions, Compliance, and other business areas to support increasing onboarding volumes and business initiatives.
- Foster a collaborative and inclusive team environment characterized by open communication, accountability, and continuous learning.
- Resolve escalated operational issues and support risk mitigation efforts through effective oversight and decision-making.
- Participate in departmental initiatives, projects, and change management efforts that improve team effectiveness and operational outcomes.
- Bachelor’s degree or equivalent combination of training and experience required.
- Minimum of three years of related operations, financial services, or transaction processing experience required.
- Previous experience leading people, coaching employees, or serving in a team lead capacity preferred.
- Experience managing high-volume operational workflows and meeting performance and quality objectives preferred.
- Knowledge of account onboarding, conversion processing, operational controls, and regulatory requirements preferred.
- Demonstrated ability to analyze operational data, prioritize workload, and make informed business decisions.
- Strong leadership, communication, relationship management, and problem-solving skills.
- Proven ability to drive process improvements and support organizational change in a fast-paced environment.
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