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BizOps Collective · 2 days ago

Director/Manager, Client Service & Business Operations

New Albany, OH

Full-time

Onsite

Lead/Staff, Director/Executive

5+ years exp

BizOps Collective is seeking a Director/Manager, Client Service & Business Operations to join a trusted and well-respected boutique financial planning practice in New Albany, Ohio. The role serves as the operational backbone of the firm, leading daily client service delivery, office operations, and administrative execution while driving system and process optimization and ensuring operational compliance.

Management Consulting

Responsibilities

Direct and oversee the daily administrative and operational office functions, ensuring proper execution of internal workflows and processes

Act as a trusted partner to the President, assuming responsibility for handling all business-related matters in their absence

Manage relationships with vendors and service providers as needed, ensuring all facilities-related matters are addressed and resolved in a timely manner

Identify operational gaps and service bottlenecks, recommending process improvements that enhance the firm’s efficiency, consistency, and scalability

Ensure operational readiness and compliance with applicable regulatory requirements

Attend and/or participate in educational client workshops, client appreciation events, and industry-related functions

Regularly evaluate technical workflows and deliver system training across communication tools, CRM platforms, financial planning software, custodian portals, and document management applications

Manage and maintain accurate commission tracking, ensuring timely reconciliation, reporting, and compliance with firm standards

Lead and mentor the client service/business team, providing ongoing coaching, training, professional development, and performance oversight

Manage all new business processing from initiation through completion, including account opening, rollovers, transfers, and funding activities

Manage and track the movement of assets from existing custodians to the firm’s investment destination (401(k) rollovers, IRA transfers, ACATs)

Establish and maintain rigorous quality controls for servicing new accounts and processing new business paperwork

Serve as the DocuSign subject matter expert, ensuring proper utilization and training of the platform

Maintain high-touch communication standards across client onboarding, ongoing service, and major account events (e.g., life changes, transitions)

Ensure all client related inquiries are handled effectively and act as the primary point of contact for addressing and resolving escalated client concerns or issues

Coordinate directly with custodians and external partners (Broker-Dealer/RIA contacts, insurance carriers etc.) to resolve paperwork issues, obtain requirements, and/or remove barriers to funding

Support Advisors with facilitating client discovery meetings and preparing meeting materials as needed

Monitor reporting and portfolio insights to identify clients requiring immediate review or outreach

Capitalize on opportunities to uncover new business and increase the firm’s assets under management (AUM)

Qualification

Client service experienceBusiness operations managementFinancial services knowledgeOperational complianceIndustry licensesTechnical skillsMicrosoft Office SuiteCoachingMentoringCommunication skillsTime managementOrganizational skills

Required

Bachelor's degree in finance, Accounting, Business, or related field; equivalent level of relevant professional experience may be considered in lieu of a degree

5–10 years experience serving in a client service or business operations role within the financial services industry; holistic or independent financial planning firm experience is highly desired

Demonstrated knowledge of operational workflows and industry related compliance standards

Proven ability to lead staff through clear communication, accountability, and collaboration; skilled in coaching and developing talent to achieve individual and organizational goals

Strong technical skills with proficiency using multiple systems concurrently and the ability to effectively train staff on software workflows and proper usage

Proficiency using Microsoft Office Suite, DocuSign, RedTail, and eMoney is required

Highly adaptable with a strong commitment to learning and embracing proven processes and strategies that drive growth and scalability

Maintains a high level of professionalism, discretion, and confidentiality in handling client and firm information

Continuously demonstrates honesty and integrity, earning trust and confidence with ease

Exceptional communication and interpersonal skills with the ability to effectively build and retain long-term relationships

Proven track record actively listening and taking initiative to drive key results and deliver meaningful outcomes

Possesses a strong business acumen, consistently making decisions that serve the best interests of the firm, its people, and its clients

Exceptional time management and organizational skills with the ability to prioritize effectively and meet critical deadlines

A forward-thinking professional who anticipates business needs and proactively works to streamline processes, enhance client experiences, and support sustainable growth

Ability to work outside standard business hours as needed to attend educational workshops, client appreciation events, and industry-related conferences

Preferred

Industry licenses (Series 65/66), certifications (Life & Health, SIE), or related credentials are preferred

Familiarity with fixed and variable annuities, general investments, and managed accounts supported through an RIA environment

Proficiency using other industry related CRM systems, financial planning software, and portfolio management software is preferred (Salesforce, Wealthbox, MoneyGuide, Tamarac, Orion, etc.)