Description

The Wealth Operations Manager-Contact Center is responsible for leading operational execution for the Wealth Contact Center. This role manages a team of Wealth Operations colleagues who support inbound and outbound advisor and client interactions and is accountable for daily supervision, service delivery, operational risk management, and colleague development.

The manager exercises independent judgment within established policies and procedures and partners closely with Risk, Compliance, Supervision, and Field Leadership to ensure consistent, high-quality client and advisor experience.

Key Responsibilities

• Provide direct leadership, daily supervision, coaching, and development for a team of wealth contact center operations colleagues, including performance management and engagement
• Manage operational, regulatory, and reputational risk associated with securities servicing, transaction support, and exception handling in a contact center environment
• Serve as a subject matter resource for wealth contact center operations, providing guidance and decision support on escalated service, operational, and risk related issues
• Resolve client and advisor escalations in a timely manner, ensuring clear communication, appropriate documentation, and adherence to service standards
• Conduct quality control reviews and call monitoring to ensure transactions, documentation, and client interactions meet regulatory, supervisory, and service expectations
• Direct and coordinate daily contact center workflows, including call volumes, queues, and case management, using sound judgment within defined authority levels
• Monitor key performance indicators including service levels, productivity, call quality, and volumes, and make staffing or workflow adjustments as needed
• Implement and maintain structured coaching and development programs focused on service excellence, risk awareness, and colleague skill development
• Provide ongoing feedback, coaching, and development to improve colleague performance and customer experience
• Embed a culture of continuous improvement, accountability, and client focus within the contact center
• Develop, maintain, and update procedures, scripts, job aids, and training materials to support new products, services, and regulatory changes
• Participate in system enhancements, testing, and implementation activities impacting contact center workflows
• Partner with peer wealth operations managers and leaders to support operational improvements, service enhancements, and procedural updates
• Collaborate regularly with branch leadership, sales leadership, and field management to support advisor needs and service expectations
• Deliver a consistent, high-quality client and advisor experience aligned with Citizens Securities Inc standards

Qualifications, Education, Certifications and/or Other Professional Credentials

Required Qualifications

Minimum of 3 years of experience in a wealth management leadership roleMinimum of 5 years of experience within a broker dealer environment supporting securities operations and supervisionFINRA Series 7, 63 required along with the 24 or ability to obtain the Series 24 within 90 days of hireProven ability to prioritize and manage multiple projects and tasks based on risk, regulatory requirements, and client experienceStrong expertise in wealth management operations and supervisory processesWorking knowledge of supported securities platforms, including issue identification and escalationDemonstrated sound judgment and ability to collaborate effectively with advisors, branch partners, and risk and compliance teamsProficiency in PC applications, including Microsoft OfficeExcellent written and verbal communication skillsCompleted high school degree or GED equivalent 

Preferred Qualifications

Demonstrated successful stable work historyCompleted associates and/or bachelors college degree

Hours & Work Schedule

M-F: 8:30 AM ET - 5:00 PM ET - 100% in office until fully trained then potential hybrid 4 days in office 1 day work from home

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.