*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.