Business Operations & Service Manager

Title: Business Operations & Service Manager

Location: Vancouver, WA or Portland, Oregon

Employment Type: Full-Time

Job ID: 3262830

Position Summary

The Business Operations & Service Manager (BOSM) plays a critical leadership role in delivering operational excellence and an exceptional client experience across assigned branch locations. Reporting to the Complex Business Service Executive, this position is responsible for managing the branch service platform, leading a team of support professionals, and ensuring consistent execution of the firm’s operational and compliance standards.

The BOSM partners with complex and regional leadership, risk management, and human resources to implement business priorities, drive service initiatives, and foster a culture of accountability, professionalism, and teamwork.

Key Responsibilities

Leadership and People Management

• Lead, coach, and develop a team of branch service and support professionals, ensuring consistent delivery of high-quality client service and operational efficiency.
• Collaborate with Human Resources and senior management on recruitment, onboarding, and performance management of new hires, including support staff and newly recruited Financial Advisors.
• Conduct regular performance reviews and one-on-one meetings focused on professional development, goal alignment, and career progression.
• Promote a collaborative, inclusive, and high-performance culture aligned with the firm’s core values and standards of excellence.
• Oversee branch coverage models to ensure adequate staffing and seamless client and advisor support.
• Recognize and reward team achievements, share best practices, and facilitate continuous learning and cross-training.

Operational Oversight and Risk Management

• Oversee all operational functions within the branch to ensure compliance with firm policies, regulatory requirements, and internal controls.
• Act as the primary escalation point for client and advisor service issues, ensuring timely resolution and proactive communication.
• Manage branch expense reporting, budget tracking, and adherence to firm expense policies.
• Partner with Sales, Risk, and Compliance teams to monitor adherence to operational and supervisory standards.
• Participate in complex and firmwide calls to stay informed of new initiatives, policy changes, and platform enhancements.
• Identify process improvements to increase operational efficiency, reduce risk, and enhance the overall client experience.
• Support the Complex Business Service Executive in executing service initiatives and operational projects.

Qualifications

Education & Experience

• Bachelor’s degree required or equivalent professional experience.
• Active FINRA licenses: Series 7, Series 9/10 (or 8), and Series 66 (or 63 and 65).
• Minimum 5 years of experience in financial services, preferably within a wealth management or banking environment.
• Prior supervisory or leadership experience strongly preferred.

Knowledge, Skills & Abilities

• Strong leadership and interpersonal skills with the ability to manage and motivate teams.
• Exceptional communication, organizational, and analytical skills.
• Proven ability to manage multiple priorities in a fast-paced, deadline-driven environment.
• High level of attention to detail and sound judgment in decision-making.
• Demonstrated knowledge of firm policies, supervisory procedures, and regulatory compliance.
• Ability to influence change and drive strategic initiatives across the complex.

Reports To:

Complex Business Service Executive

Direct Reports:

Service and Support Professionals