Head of Wealth Operations & Service Delivery

South Key, Inc.; United States; Remote; USD 110,000 - 120,000; Full time

Job summary

South Key, Inc. is conducting a confidential search for a Head of Operations for wealth management service delivery.

This hands-on leadership role will manage a remote team of 20+ across client service, investment operations and financial planning, owning service delivery, quality, and capacity planning to support client growth. You will set standards, optimize workflows, and partner with the technology team on automation while maintaining a weekly scorecard and quarterly priorities.

Qualifications

• Experience leading operations or advisor services in wealth management, RIAs or custodians.
• Hands-on knowledge of advisory firm workflows: account opening, transfers, custodian requirements, client service and operational accuracy.
• Direct people management of a sizable team with hiring, coaching, performance management and workload allocation.
• RIA candidates: experience at a firm with more than $500M AUM. $1B+ is preferred.
• Track record owning service delivery, quality, staffing and capacity with measurable improvements as the business grew.
• Experience leading remote teams and developing team leads or managers.
• Direct, collaborative communication and confidence handling difficult performance conversations.

Responsibilities

• Own service delivery across all operations service lines.
• Set service standards, quality controls and escalation procedures.
• Track turnaround times, SLA commitments, errors, NIGOs, rework and client feedback, and fix the root causes of recurring problems.
• Serve as the senior escalation point for significant delivery issues.
• Lead, coach and develop team leads and staff with clear responsibilities and performance expectations.
• Run consistent training, performance reviews and accountability.
• Partner with recruiting to define staffing needs, interview candidates and onboard new hires.
• Build career paths, cross-training and backup coverage that support retention.
• Keep a forward-looking 60–90 day view of workload, staffing, skills and available capacity.
• Recommend hiring and resource allocation based on demand, service requirements and financial impact.
• Balance productivity with quality and sustainable workloads.
• Make sure new client start dates line up with operational readiness.
• Standardize and document core workflows while allowing for differences between client firms.
• Reduce manual work, errors and unnecessary handoffs, partnering with the technology team on automation and system changes.
• Own operational readiness for new client engagements: staffing, training, workflows and handoffs.
• Maintain a weekly operations scorecard covering quality, service levels, capacity, staffing and delivery risks.
• Turn performance data into clear actions, owners and deadlines, and own the department's quarterly priorities.

Skills

Wealth mgmt ops

People management

Remote leadership

Communication

Capacity planning

Process improvement

Metrics & analytics

Tools

Salesforce

Redtail

Custodian platforms

Job description

South Key, Inc. is conducting a confidential search for a Head of Operations for wealth management service delivery.

This hands-on leadership role will manage a remote team of 20+ across client service, investment operations and financial planning, owning service delivery, quality, and capacity planning to support client growth. You will set standards, optimize workflows, and partner with the technology team on automation while maintaining a weekly scorecard and quarterly priorities.