Director, Wealth Management Services Operations

Financial Services



This position is responsible for developing an operating framework for the Central Advice Group and Wealth Management’s various products and services, in addition to working with the Advice Team on vendor relationships to meet the requirements of the framework. Key functions will also include designing and managing operating processes and procedures, oversee compliance operating controls, and coordinating with other senior managers on product delivery operations. Develops strategies to improve the client experience. This position will also develop and operationalize new business lines and access channels, as well as managing all staff in the Central Advice Group (CAG).

 Works with the WM Senior Management and RVPs on meeting the current and long-range operational objectives, plans and policies of the WM.  Oversees CAG and WM advice operations, focusing on financial planning, internal controls, personnel management, information management, policies and procedures. Responsible for all personnel functions, including applicant interviewing, preparation of job descriptions, goal setting, performance evaluations and maintaining personnel files. Interacts with other Client Services management on strategic activities of the business unit, targeted outreach and other client communications programs and general ledger support and unit efficiency.  Works with Mass Market and Advice management and personnel, as well as service bureaus or other vendors, to ensure efficient operations and flow of information between third parties and TIAA-CREF personnel. Makes recommendations to the others in executive management to improve operational work flow, process improvement and re-design, compliance, internal controls, cost control and revenue enhancement functions, if appropriate.  Consults with the Wealth Management’s Senior Auditor and Compliance Officer to prepare periodic procedural audit schedules. Monitors implementation and follow-through of departmental audit recommendations. Responsible for training staff, preparing material and coordinating compliance and regulatory evaluations. Presents monthly operating and compliance reports to the senior management and EMT.  Coordinates all WM operational activities in accordance with established policies and procedures; where necessary suggests additional policies and/or procedures or edits of existing policies; assists with the drafting or review of WM policies and procedural manuals. Coordinates all WM operational activities in accordance with established policies and procedures; where necessary suggests additional policies and/or procedures or edits of existing policies; assists with the drafting or review of WM policies and procedural manuals. Responsible for research, adjustments, notifications and error resolution related to the functional activities of the WM. 

At least ten (10) years senior level operations management experience in financial services. Proven ability to manage a project implementation team and adhere to the plans and deadlines. MBA preferred. Productivity and process management experience.  Six Sigma Certification a plus.Excellent written and oral communication skills to include presentation capabilities necessary for interaction with different levels of the company.  Sound product and process knowledge of financial planning/investments industry.Track record in launching new products or other business ventures and building departments from the ground up. Successful background working in a close team environment and forming strong alliances inside and outside of an organization. A problem solver with solid listening skills, strong client interface, a sense of urgency, and didactic and persuasive capabilities. Strong leadership, interpersonal and organizational skills, with strong strategic focus as well. Should have understanding of Microsoft Word, Excel, Powerpoint and project management software. Travel, as needed, to provide oversight and assistance for Wealth Management Services and Working Oversight Team.