Senior RIA Operations Consultant

Responsibilities

• Serve as a trusted operational partner to assigned advisors and advisory teams, building strong relationships based on credibility, accountability, and a deep understanding of advisor business needs.
• Act as a consistent point of contact for advisors navigating operational questions, platform usage, and change initiatives.
• Support advisor onboarding and ongoing adoption of Concurrent’s platform by guiding advisors through systems, workflows, and best practices.
• Promote advisor self-sufficiency by educating advisors on how to effectively utilize centralized services and operational tools.
• Provide expert operational support through ticketing systems, phone, and advisor-facing interactions, ensuring timely and accurate resolution of issues.
• Apply sound operational judgment to distinguish between system issues, process gaps, and advisor training opportunities.
• Serve as an escalation resource for complex or recurring issues, ensuring appropriate resolution and cross-functional follow-up.
• Ensure support activities align with regulatory requirements, custodial standards, and firm policies.
• Lead structured training initiatives including one-on-one advisor sessions, small group training, and firmwide education related to custodial platforms and internal systems.
• Identify training gaps based on ticket trends, advisor behavior, and platform usage.
• Maintain and enhance SOPs, quick-reference guides, and training materials to support consistent advisor knowledge and operational execution.
• Measure training effectiveness through improved advisor confidence, platform adoption, and reduction of repeat operational issues.
• Identify recurring advisor pain points and operational friction within the platform and translate advisor feedback into actionable recommendations for workflow improvements, system enhancements, and training initiatives.
• Partner with Centralized Services, Technology, Practice Synergies, Compliance, and other internal teams to drive scalable improvements.
• Maintain working knowledge of Concurrent’s evolving technology stack and service model through ongoing cross-training.
• Meet established KPIs related to response time, issue resolution quality, advisor satisfaction, and documentation accuracy.
• Participate in regular KPI reporting, skill assessments, and performance reviews.
• Contribute to special projects once consistent service performance and reliability are demonstrated.

Qualifications

• Required: Bachelor’s degree in a related field or equivalent relevant experience, minimum of 8 years of experience in RIA operations, advisor support, or custodial environments.
• Preferred: Experience in advisor onboarding, training, or operational enablement roles, familiarity with centralized service models in a growing RIA platform.
• Skills and Competencies: Strong understanding of RIA operational workflows and advisor business models, strong relationship management and advisor-facing communication skills, ability to translate complex operational concepts into clear and practical guidance, strong analytical and problem-solving capabilities, high attention to detail and commitment to service quality, ownership mindset with strong follow-through and accountability, ability to adapt in a fast-paced environment with evolving systems and processes.