Operations and Services Director

We are seeking a highly experienced Operations & Client Service Director to lead operational excellence and client service for a sophisticated wealth management/family office environment. This role will own the client experience from onboarding through ongoing account administration, ensuring accounts are opened accurately and efficiently, client requests are handled promptly, money movement is executed with appropriate controls, and household financial administration is managed with exceptional attention to detail.

The ideal candidate brings 5+ years of experience in registered investment adviser, family office, private bank, trust company, or similar financial operations, along with strong knowledge of account opening, transfers, bill pay, KYC/AML, custody requirements, and client service. This position requires a highly organized professional who combines operational rigor, discretion, strong communication, and a genuine ownership mentality.

Lead the full new account opening and onboarding process for individual, joint, trust, IRA, Roth IRA, inherited, entity, LLC, partnership, foundation, and donor-advised fund accounts.
Prepare and review custodial documentation to ensure accurate registrations, titling, tax identification, beneficiary designations, and authorized-party information.
Manage ACAT, non-ACAT, in-kind transfers, journals, funding, and settlement from initiation through completion.
Coordinate KYC, Customer Identification Program, beneficial ownership, and AML documentation with compliance.
Manage client onboarding communications, document collection, portal enrollment, statement preferences, and post-onboarding follow-up.
Maintain an accurate onboarding pipeline and proactively identify and escalate delays or documentation issues.
Lead the bill pay and personal financial administration program, including payment schedules, vendor onboarding, approval workflows, controls, and reconciliations.
Manage recurring and non-recurring household obligations such as mortgages, property taxes, insurance, utilities, tuition, payroll, contractors, charitable commitments, and other expenses.
Maintain household payment calendars and coordinate liquidity requirements with investment teams.
Resolve vendor disputes, billing discrepancies, duplicate charges, and payment issues on behalf of clients.
Produce monthly household expense reporting and maintain timely reconciliations.
Coordinate with CPAs, estate attorneys, and other professional advisors regarding tax documentation, K-1s, 1099s, charitable records, and year-end requirements.
Identify and escalate unusual transactions, potential fraud, financial exploitation, or other risk indicators.
Serve as a primary operational point of contact for assigned high-net-worth clients and families.
Manage wires, ACH transactions, journals, standing instructions, distributions, RMDs, Roth conversions, gifting, and charitable transfers while following established verification procedures.
Manage tax document tracking, cost basis, corporate actions, realized gains, and related reporting requirements.
Support quarterly reporting, client meeting preparation, data verification, report distribution, and exception resolution.
Support alternative investment operations, including subscription documents, capital calls, distribution notices, K-1 tracking, and position reconciliation.
Maintain accurate portfolio, cash, performance, cost-basis, and valuation data within portfolio accounting systems.
Maintain CRM records covering household structures, entities, contacts, service commitments, and relationship history.
Serve as an operational resource for custodial platforms and coordinate effectively with custodian service teams.
Maintain compliance workflows, books and records, attestations, and examination-readiness documentation.
Develop and maintain SOPs, service standards, escalation procedures, communication templates, and operational controls.
Mentor junior operations personnel and help establish service standards for future hires.
Identify opportunities to automate manual processes and improve operational efficiency.
Partner with senior leadership on capacity planning, process improvement, risk management, and overall service quality.