Director, Operations | New Accounts

100 Raymond James & Associates, Inc.; Saint Petersburg (FL); Hybrid; USD 150,000 - 230,000; Full time

Benefits offered by this job

Medical, dental, vision

Life insurance

Disability benefits

Retirement savings

Paid time off

Parental leave

Job summary

Raymond James in St. Petersburg, FL is seeking a Director of Operations to lead cross-functional teams delivering service excellence and advisor experience.

This hybrid role will focus on training, onboarding, call quality analytics, processing quality assurance, documentation, and team leadership across multiple service channels. The Director will drive scalable programs, ensure accuracy and timeliness, and use data-driven insights to improve performance.

Qualifications

• Senior leadership experience in operations or service-excellence teams.
• Experience in financial services and advisor-focused environments is a plus.
• Ability to design scalable training and onboarding programs with measurable outcomes.

Responsibilities

• Lead and govern training, onboarding, call quality, QA, and documentation teams.
• Develop scalable programs to train and coach associates and ensure performance insights.
• Oversee account opening/maintenance operations and advisor support channels.
• Partner with cross-functional stakeholders to reduce friction and improve cycle times.

Skills

Operational leadership

Training development

Onboarding programs

Call quality analytics

Quality assurance

Documentation standards

-team leadership

Education

High School (HS) required

Tools

FINRA SIE

Series 99

Job description

Job Description Summary Job Description

This position follows our hybrid-friendly schedule, so you get the best of both worlds - flexibility and collaboration. In office days will be 3 per week averaging 12 days per month in one of the following locations: St. Petersburg, FL or Southfield, MI. In addition to the core operational leadership responsibilities outlined below, this role will oversee a diverse portfolio of teams responsible for enabling service excellence, associate readiness, and advisor experience across the organization. The Director will provide strategic and day-to-day leadership for functions including Training, New Hire Onboarding, Call Quality & Analytics, Processing Quality Assurance, Documentation, and Team Leads. This includes designing and executing scalable programs that ensure new and tenured associates are effectively trained, consistently coached, and supported by clear procedures and performance insights. The role will be accountable for establishing quality standards, leveraging analytics to drive performance improvements, and ensuring documentation is accurate, accessible, and aligned to evolving business needs. This leader will also oversee teams that directly support advisors and internal partners across key service channels. Responsibilities include leadership of account opening and maintenance operations, supporting advisors and their clients via phone and email, with a strong focus on accuracy, timeliness, and service quality. Additionally, the Director will lead the internal support desk, ensuring associates receive timely guidance and resolution to service-related inquiries, enabling consistent and confident client support. The role will further own the transitioning advisor account opening experience, ensuring a seamless, efficient, and well-coordinated onboarding process for new advisors and their client accounts. This includes close partnership with cross-functional stakeholders to reduce friction, improve cycle times, and enhance the overall onboarding experience. Success in this expanded scope will require the ability to lead through complexity, drive alignment across multiple functions, and utilize data-driven insights to continuously improve operational performance, quality outcomes, and both associate and advisor experiences at scale.

Responsibilities:

• Support the overall organizational strategy by developing and delivering operational plans and outcomes for a large portion of the business.
• Manage and report on the performance of the function/business area; set appropriate performance objectives for direct reports and hold individuals accountable for achieving them; take appropriate corrective action where necessary to ensure the achievement of annual business objectives.
• Communicate the function's strategy and its relationship to the organization's mission, vision, and values; clarify the actions needed to implement this strategy within the area of responsibility; motivate people to commit to the mission, vision, and values and do extraordinary things to achieve the organization's business goals.
• Develop the strategy for a significant area of responsibility, such as a function, anticipating complex issues, challenges, and opportunities.
• Ensure the strategy is successfully implemented and meets medium-term business needs.
• Identify the capabilities needed to meet the current and emerging business needs of a significant business area.
• Evaluate current capabilities, identify gaps, and prioritize development activities.
• Motivate others to develop their capabilities and fulfill their personal potential.
• Build capabilities elsewhere in the organization through mentoring and other informal methods.

Skills:

Review and evaluate recommendations and requirements and to develop appropriate plans or deliver actions required. Shift into and out of a mental mindset associated with assessing the facts and circumstances of the current situation and/or environment, and making the appropriate/innovative adjustments to thinking and work habits to thrive in any scenario. Plan and manage small project work assignments within desired cost, time and quality parameters. Orient work in a workflow to plan, organize, and execute the steps it takes to achieve higher efficiencies.

Licenses/Certifications:

SIE required or ability to obtain within 120 days (as required by FINRA), provided that an exemption or grandfathering cannot be applied. Series 99 required, or ability to obtain within 120 days (as required by FINRA). Persons holding Series 6, 7, 17, 37 or 38 or those who hold principal-level registrations: Series 4, 9/10, 14, 16, 23, 24, 26, 27, 28, 51, and 53 would be qualified to register as an Operations Professional (Series 99) without passing the examination.

Education

High School (HS) (Required)

Work Experience

General Experience - More than 15 years, Manager Experience - 10 to 15 years.

Certifications

s99 - Operations Professional Examination - Financial Industry Regulatory Authority (FINRA), Securities Industry Essentials Exam (SIE) - Financial Industry Regulatory Authority (FINRA)

Travel

Less than 25%

Workstyle

Hybrid

Compensation

The total compensation for this position includes base salary or wages, and may include components such as additional compensation (cash or equity), discretionary bonuses, or commissions.

• This position is eligible for a benefits package that may include medical, dental, and vision; life insurance; critical illness insurance and accident insurance; disability benefits; retirement savings; paid time off (including vacation, holidays, and sick leave); and parental leave.

Company Culture

At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view.

Behavior Expectations

We expect our associates at all levels to:

• Grow professionally and inspire others to do the same
• Work with and through others to achieve desired outcomes
• Make prompt, pragmatic choices and act with the client in mind
• Take ownership and hold themselves and others accountable for delivering results that matter
• Contribute to the continuous evolution of the firm

At Raymond James - as part of our people-first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all of our Associates. When associates bring their best authentic selves, our organization, clients, and communities thrive.

The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.

Company Overview

Raymond James is a diversified financial services company providing wealth management, capital markets, asset management, banking and other services to individuals, corporations and municipalities. Founded in 1962 in St. Petersburg, Florida, rather than on Wall Street, we have always embraced being a different kind of financial services firm. Today, Raymond James has locations and subsidiaries across the United States, Canada, the United Kingdom and Germany, and is listed on the New York Stock Exchange under the symbol RJF.

Our business is deeply focused on people and their financial well-being. We're committed to helping individuals, corporations and institutions achieve their goals, while also supporting successful professionals and helping our communities prosper. We believe doing well and doing good aren't mutually exclusive. As an established but ever-evolving company, you can start - or continue - growing your career here. We invest in you with wide-ranging benefits and the support of leaders and colleagues who care. From development opportunities and enriching networking groups to prioritizing diversity, inclusion and the power of different perspectives, Raymond James is where good people grow. Our people-first culture is outlined in our Culture Blueprint. Check it out to see why many choose to work at Raymond James - and why they stay.