Position: Director of Operations

Class: Exempt

Reports to: Chief Operating Officer

Job Summary:

We are seeking an experienced Director of Operations to join our company and play a key role in ensuring cost effective operational efficiency and compliance. They will oversee the daily operational activities of The Entrust Group, ensuring that each client’s reasonable expectations are met or exceeded within a collaborative team environment. This role involves establishing best practices, policies, and standard operating procedures to support growth and compliance. The Director of Operations will be essential in making sure our company is well equipped to thrive within the competitive and regulatory demands of the retirement industry.

Reporting to the Chief Operating Officer (COO), the Director of Operations will work closely with the COO to foster a positive and growth-oriented work environment aligned with the corporate mission and goals.

Responsibilities

• Manage, support, and optimize the work of the following departments and functions:

o Cash Management

o Real Estate

o Alternative Asset

o Precious Metals

o Distributions

o Transfers

o Office Administration

o Regulatory Reporting

o Regulatory compliance

• Lead the transformational implementation of a core system replacement, leveraging your expertise to ensure successful integration, minimal disruption, and maximum efficiency gains for the organization. Be the catalyst for change and provide leadership and direction on the requirements.
• Provide strong leadership to the operations team, fostering a culture of collaboration, accountability, and continuous improvement. Mentor and develop team members to enhance their skills and capabilities. Recommend actions for personnel managed including retention, performance appraisal, merit increases, disciplinary action, hiring, and termination in coordination with the Human Resources Director.
• Establish key performance indicators (KPIs) and metrics to track the performance of each Operations team, regularly monitoring and analyzing data to drive informed decision-making.
• Serve as a key member of the leadership team shaping growth by providing evidence-based recommendations about our industry, regulations, compliance standards, best practices, key performance indicators, and performance management. Collaborate closely with other departments, including technology, finance, compliance, marketing, sales, and human resources to ensure alignment and integration of operational initiatives with broader company goals.
• Contribute to the development of Entrust’s strategic goals and objectives and assist in the development of new services and the overall management of the organization.
• Develop, update, and implement written company policies and Standard Operating Procedures to ensure consistency and conformity with principles of internal controls in the banking industry.
• Maintain and document the business continuity plan for the company’s day to day operations.
• Work with asset custodians, regulators, external and internal auditors to ensure compliance with all applicable laws and regulations.
• Promote a culture of high performance, cohesiveness, and continuous improvement that values a commitment to integrity, quality, and learning.
• Identify and implement ways to build and maintain a healthy and positive team culture.
• Oversee cross training of department staff to ensure adequate backup for each task within the department. Ensure that all staff understand the roles of other divisions as they relate to operations.
• Maintain appropriate client service level expectations that meet or exceed company goals. Ensure that all operations staff understand the client perspective of how operations functions, with the goal of providing our clients with the best customer experience.
• Mentor and develop staff using a supportive and collaborative approach: assign responsibilities; set objectives; establish priorities; and monitor and evaluate results.
• Other duties as assigned.

Knowledge, Required Skills, and Qualifications

• Bachelor’s degree from an accredited college or university with major study in finance or business administration required.
• Ten or more years of management experience in banking, finance, bank audit and examination or a related fields are fundamental required.
• Must possess a working knowledge of accounting, bank operations, and finance principles.
• Strong analytical skills and ability to interpret data, policy, and procedures. 
• Excellent interpersonal, written, and verbal communication skills required.
• Strong experience providing mentorship and guidance to team members.
• Demonstrated track record of leading successful transformational initiatives, particularly in the implementation and enhancement of core systems.
• Change management competency is critical to drive transformational change in the organization. Possess strong change management skills to effectively communicate the need for change, manage resistance, and facilitate the adoption of new processes and technologies among team members.
• Proven ability to plan and manage operational processes and organizational structures for maximum efficiency and productivity.
• Ability to work independently and be self-motivated.
• Perform duties with constant time pressures in a fast-paced environment with shifting priorities.
• Strong attention to detail to ensure that all aspects of operational procedures are thoroughly planned and executed with precision.
• Prior experience with DocStar and Accutrust Gold is a plus.
• Knowledge of applicable laws, rules, and regulations governing our industry (Self-Directed IRA) is a plus.
• No professional designations required. Certified IRA Services Professional, or Qualified Plan Professional designation(s) are a plus.

Supervisory Controls

A. Supervision Received: Employee works independently and selects the approaches and methods necessary to complete the work.

B. Employees Supervised: Directly manages six managers. Responsibilities include solving personnel problems, recommending hiring and termination of employees, coaching, and mentoring as well as evaluating employees’ performance on an at least annual basis.

Complexity of the Work

Requires coordinating a combination of diverse job functions to guarantee consistent and timely results. Applies analytical skills on a frequent basis and is often required to solve difficult problems. Constantly strives for accuracy as the effect of mistakes can be enormous in financial, legal and/or reputation risks. Confidential information is encountered on a regular basis and conformance with established privacy policies and procedures is required.

Judgment and Initiative

Frequently requires objective assessment in analyzing and solving problems and must be able to make and justify independent decisions regarding topics of considerable importance. Will consistently rely on own initiative, resourcefulness, and creativity to find or develop new and better ways to complete individual tasks and meet company goals.

Contacts

A. Internal: this position frequently works and interacts with members of own team and company leaders in all departments regarding topics of significant importance.

B. External: This position has contact with and working relationships with custodians, regulators, government officials, accountants, auditors, and vendors.