Head of Operations, Personal Investing

Manulife • Boston, MA

16d • Hybrid

About The Position

The Opportunity: The Head of Operations, Personal Investing is a senior executive responsible for the overall operational strategy, execution, and risk management of the firm’s broker-dealer and RIA businesses. This role oversees day-to-day operations, ensures regulatory compliance, drives process efficiency, and partners with executive leadership to support sustainable growth, strong client service, and a robust control environment. The Head of Operations, Personal Investing will be a key member of the leadership team, working closely with functional leaders. and business line leaders to align operations with the firm’s strategic objectives Position Responsibilities: Operational Leadership Provide strategic and hands-on leadership of all operational functions supporting the broker-dealer and RIA, including: Trade operations and processing Client onboarding and account maintenance Custody and clearing relationships Middle- and back-office operations Data, reporting, and operational analytics Design, implement, and continuously improve operating models, workflows, and procedures that support: Scalability and efficiency, High-quality client and advisor experience, Strong control and supervision frameworks Lead cross-functional initiatives to streamline processes, reduce operational friction, and improve turnaround times, accuracy, and service levels. Oversee vendor and service provider relationships (custodians, clearing firms, technology providers, outsourcing partners) to ensure performance, SLAs, and cost-effectiveness. Risk Management & Controls Own and enhance the operational risk management framework for both the broker-dealer and RIA entities, including: Identification, assessment, and mitigation of operational, reputational, and conduct risks Development and monitoring of key risk indicators (KRIs) Ensure robust internal controls across: Trading and order handling Client money and asset handling Reconciliations, breaks, and exception management Supervisory and surveillance processes Partner with Compliance, Legal, and Audit to Prepare for and respond to regulatory examinations and inquiries and address audit findings and implement corrective actions. You will also conduct periodic risk assessments and control testing Lead incident management and root-cause analysis for operational errors, service disruptions, and near misses; drive corrective and preventive actions. Maintain and periodically test business continuity and disaster recovery plans. Regulatory & Compliance Partnership Collaborate closely with the Chief Compliance Officer (CCO) to ensure operations support full compliance with SEC, FINRA, and state securities regulations, Investment Advisers Act of 1940 and applicable SRO rules and firm policies Ensure operational processes are aligned with written supervisory procedures (WSPs), compliance manuals, and code of ethics. Oversee the operational components of trade surveillance and supervision support, books and records retention and integrity an reporting (e.g., trade reporting, regulatory filings support) Stay current on regulatory changes impacting operations and proactively update processes, systems, and training. Strategic Planning & Execution Partner with the business head and leadership team to define and execute the strategic plan, including: Scaling the platform and onboarding new advisors Launching new products, services, and platforms Expanding into new client segments or geographies Develop and manage the operations budget, including: Headcount/resource planning Technology and systems investments Vendor and outsourcing strategy Use data and analytics to: Track KPIs across operations and service delivery Inform decision-making and resource allocation Identify trends, risks, and opportunities Technology & Process Improvement Oversee core operational technology platforms, including: Order management and trade processing systems, portfolio accounting and performance reporting and CRM, client portals, and advisor workstations Champion automation, digitization, and straight-through processing (STP) to reduce manual touchpoints and error rates, improve scalability and cost efficiency and enhance client and advisor experience Lead or sponsor major system implementations, integrations, and upgrades, ensuring strong change-management and user adoption. Leadership & Culture Build, lead, and develop a high-performing operations team with clear goals and accountability, professional development and cross-training and a culture of ownership, transparency, and continuous improvement Foster strong collaboration and communication across the following, Operations, Trading, Compliance, Legal, Finance, Technology, and Sales/Advisory teams Promote a culture of risk awareness, ethical behavior, and regulatory compliance at all levels of the organization.

Requirements

• Bachelor’s degree, preferably in Business, Finance, Economics, Accounting, or a related field or equivalent experience.
• Minimum 12–15 years of progressive experience in financial services operations, with significant experience within a broker-dealer and/or RIA environment (preferably both).
• At least 7–10 years in leadership roles managing multi-functional operations teams.
• Demonstrated track record of: Building or scaling operational infrastructure in a regulated environment. leading risk management and control initiatives Working directly with regulators, auditors, and examiners (e.g., SEC, FINRA

Nice To Haves

• FINRA 7, 24, 63/65/66
• Other relevant designations a plus (e.g., CFA, CFP, CAIA, FRM, PRM, PMP).

Responsibilities

• Operational Leadership Provide strategic and hands-on leadership of all operational functions supporting the broker-dealer and RIA, including: Trade operations and processing Client onboarding and account maintenance Custody and clearing relationships Middle- and back-office operations Data, reporting, and operational analytics Design, implement, and continuously improve operating models, workflows, and procedures that support: Scalability and efficiency, High-quality client and advisor experience, Strong control and supervision frameworks Lead cross-functional initiatives to streamline processes, reduce operational friction, and improve turnaround times, accuracy, and service levels. Oversee vendor and service provider relationships (custodians, clearing firms, technology providers, outsourcing partners) to ensure performance, SLAs, and cost-effectiveness.
• Risk Management & Controls Own and enhance the operational risk management framework for both the broker-dealer and RIA entities, including: Identification, assessment, and mitigation of operational, reputational, and conduct risks Development and monitoring of key risk indicators (KRIs) Ensure robust internal controls across: Trading and order handling Client money and asset handling Reconciliations, breaks, and exception management Supervisory and surveillance processes Partner with Compliance, Legal, and Audit to Prepare for and respond to regulatory examinations and inquiries and address audit findings and implement corrective actions. You will also conduct periodic risk assessments and control testing Lead incident management and root-cause analysis for operational errors, service disruptions, and near misses; drive corrective and preventive actions. Maintain and periodically test business continuity and disaster recovery plans.
• Regulatory & Compliance Partnership Collaborate closely with the Chief Compliance Officer (CCO) to ensure operations support full compliance with SEC, FINRA, and state securities regulations, Investment Advisers Act of 1940 and applicable SRO rules and firm policies Ensure operational processes are aligned with written supervisory procedures (WSPs), compliance manuals, and code of ethics. Oversee the operational components of trade surveillance and supervision support, books and records retention and integrity an reporting (e.g., trade reporting, regulatory filings support) Stay current on regulatory changes impacting operations and proactively update processes, systems, and training.
• Strategic Planning & Execution Partner with the business head and leadership team to define and execute the strategic plan, including: Scaling the platform and onboarding new advisors Launching new products, services, and platforms Expanding into new client segments or geographies Develop and manage the operations budget, including: Headcount/resource planning Technology and systems investments Vendor and outsourcing strategy Use data and analytics to: Track KPIs across operations and service delivery Inform decision-making and resource allocation Identify trends, risks, and opportunities
• Technology & Process Improvement Oversee core operational technology platforms, including: Order management and trade processing systems, portfolio accounting and performance reporting and CRM, client portals, and advisor workstations Champion automation, digitization, and straight-through processing (STP) to reduce manual touchpoints and error rates, improve scalability and cost efficiency and enhance client and advisor experience Lead or sponsor major system implementations, integrations, and upgrades, ensuring strong change-management and user adoption.
• Leadership & Culture Build, lead, and develop a high-performing operations team with clear goals and accountability, professional development and cross-training and a culture of ownership, transparency, and continuous improvement Foster strong collaboration and communication across the following, Operations, Trading, Compliance, Legal, Finance, Technology, and Sales/Advisory teams Promote a culture of risk awareness, ethical behavior, and regulatory compliance at all levels of the organization.

Benefits

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.
• Manulife/John Hancock offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans.
• We also offer eligible employees various retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources.
• Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive