Supervisor, Operations Processing & Transactions

Position Summary

The Supervisor, Operations Processing and Transactions leads a high-volume team responsible for onboarding conversion events and establishing new accounts for primarily investment-only clients. This role oversees day-to-day operational processing, work allocation, quality control, and team performance while ensuring adherence to regulatory and SOX-related documentation requirements. The supervisor partners with stakeholders to drive operational excellence, support business growth initiatives, and create a culture focused on accountability, continuous improvement, and exceptional service. The role also plays a key part in developing crew, managing workflow priorities, and ensuring accurate and timely completion of onboarding activities.

Responsibilities

• Lead, coach, and develop a team responsible for onboarding conversion events and new account establishment for investment-only clients.
• Manage daily workflow distribution and capacity planning to ensure timely and accurate processing of onboarding activities.
• Monitor operational metrics, productivity, quality, and service levels to identify trends and drive performance improvements.
• Ensure adherence to SOX controls, regulatory requirements, and internal policies governing account setup and documentation.
• Establish clear performance expectations, provide ongoing feedback, and conduct performance evaluations in accordance with Human Resources policies and procedures.
• Identify and implement process improvements that enhance operational efficiency, reduce risk, and improve the client onboarding experience.
• Partner with internal stakeholders across Operations, Workplace Solutions, Compliance, and other business areas to support increasing onboarding volumes and business initiatives.
• Foster a collaborative and inclusive team environment characterized by open communication, accountability, and continuous learning.
• Resolve escalated operational issues and support risk mitigation efforts through effective oversight and decision-making.
• Participate in departmental initiatives, projects, and change management efforts that improve team effectiveness and operational outcomes.

Qualifications

• Bachelor’s degree or equivalent combination of training and experience required.
• Minimum of three years of related operations, financial services, or transaction processing experience required.
• Previous experience leading people, coaching employees, or serving in a team lead capacity preferred.
• Experience managing high-volume operational workflows and meeting performance and quality objectives preferred.
• Knowledge of account onboarding, conversion processing, operational controls, and regulatory requirements preferred.
• Demonstrated ability to analyze operational data, prioritize workload, and make informed business decisions.
• Strong leadership, communication, relationship management, and problem-solving skills.
• Proven ability to drive process improvements and support organizational change in a fast-paced environment.