Wealth Ops Manager - Contact Center

Citizens Bank•Johnston, RI

23h•Hybrid

About The Position

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.

Requirements

Minimum of 3 years of experience in a wealth management leadership role
Minimum of 5 years of experience within a broker dealer environment supporting securities operations and supervision
FINRA Series 7, 63 required along with the 24 or ability to obtain the Series 24 within 90 days of hire
Proven ability to prioritize and manage multiple projects and tasks based on risk, regulatory requirements, and client experience
Strong expertise in wealth management operations and supervisory processes
Working knowledge of supported securities platforms, including issue identification and escalation
Demonstrated sound judgment and ability to collaborate effectively with advisors, branch partners, and risk and compliance teams
Proficiency in PC applications, including Microsoft Office
Excellent written and verbal communication skills
Completed high school degree or GED equivalent

Nice To Haves

Demonstrated successful stable work history
Completed associates and/or bachelors college degree

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