Head of Operations, Wealth & Trust

First National Bank•Minneapolis, MN

2d•Onsite

About The Position

The Head of Operations, Wealth & Trust leads operational excellence, process transformation, and day-to-day operational execution for the Wealth Division. This role directly manages operational teams delivering client support and transaction processing while driving comprehensive transformation through process redesign, automation, technology enhancement, and operational excellence methodologies. This position requires both visionary thinking and practical execution skills to identify operational gaps, design innovative solutions, and foster cross-functional collaboration to enhance the organization's operational maturity. The ideal candidate combines deep operational expertise with continuous improvement capabilities, thriving in ambiguity while delivering measurable outcomes through influence and direct leadership. You will balance operational discipline with innovation, ensuring exceptional client experiences while maintaining appropriate controls. This role serves as a key member of the Wealth Division Leadership Team.

Requirements

Bachelor's degree in Business, Finance, Operations Management or related field required
10+ years of experience in operational excellence, process improvement, wealth management operations, or related areas; experience in wealth operations preferred
Demonstrated success leading process improvement initiatives and managing change
Proven experience leading transformations and integrating siloed operations
Proven track record of developing and implementing successful operational strategies that drive efficiency and enhance client service
Experience with wealth management technology platforms and automation tools
Experience implementing operational excellence programs in financial services
Strong understanding of RIA, SEC, OCC and/or trust regulations
Track record of designing and executing successful operational strategies in complex or underperforming environments
Exceptional analytical skills with ability to translate complex data into actionable insights
Strategic Thinking: Ability to connect daily operations to long-term business objectives
Change Leadership: Skill in driving adoption of new processes and ways of working
Cross-functional Collaboration: Experience working effectively across organizational boundaries
Problem Solving: Creative approach to identifying root causes and developing sustainable solutions
Excellent verbal, written, and presentation skills; ability to influence at all levels
Adaptability: Comfort with ambiguity and ability to pivot strategies as needs evolve
Process Design: Expert knowledge of process mapping, analysis, and optimization methodologies
Data-driven decision-making approach
Regulatory fluency - Direct experience with SEC and OCC operations
Understanding of SEC and OCC regulations
Operational transformation experience (building/changing operational frameworks, modernizing legacy processes)
Change leadership in complex environments (specifically managing change for their own teams, not someone else's team)
Ability to build credibility with business leaders
Able to navigate resistance
Experience selecting/implementing wealth management platforms

Nice To Haves

Master's degree in Business Administration, Finance, or related field preferred
Professional certifications (e.g., PMP, Lean Six Sigma, CAIA, CFP) preferred

Responsibilities

Operations Leadership and Team Management
Manage direct reports overseeing Trust Operations, Investment Operations, Wealth Operations and other operational support functions
Drive operational transformation through process redesign, automation, role clarification, technology enhancement and clear accountabilities
Lead efforts to modernize operations using digital tools, best-in-class platforms, and workflow optimization
Manage operational metrics including billing accuracy, trade processing timelines, client service delivery, and vendor performance
Ensure operational processes appropriately support regulatory requirements and business objectives
Oversee money movement processes, client onboarding workflows, and account maintenance procedures
Partner closely with Wealth Risk and Compliance to implement operational controls, ensure timely remediation of audit findings, and embed compliance requirements into process design and operational workflows
Manage operating budget, people, process design and technology to optimize results
Operational Excellence & Process Transformation
Establish and lead the operational excellence framework and methodology across wealth operations
Develop and implement a comprehensive operational excellence roadmap aligned with strategic business objectives
Conduct value stream mapping to identify and eliminate non-value-adding activities
Design and implement streamlined workflows that enhance client experience while maintaining risk controls
Create standardized work processes and visual management systems to sustain improvements
Develop metrics and KPIs to measure process effectiveness and track transformation progress
Evaluate and integrate enabling technologies (e.g. RPA, workflow tools, AI) in collaboration with IT and automation partners
Change Management & Implementation
Lead cross-functional change initiatives using established methodologies
Develop comprehensive communication plans to foster adoption of new processes
Facilitate training sessions and create enablement resources for affected teams
Lead transformational change initiatives that impact the entire Wealth division
Strategic Innovation & Organizational Development
Research industry best practices and emerging trends in wealth operations
Propose new ways of working that leverage technology and automation
Pilot innovative approaches to solving persistent operational challenges
Develop business cases for strategic investments in operational infrastructure
Assess team structures and workflows to recommend organizational improvements
Identify skill gaps and develop plans to address capability needs
Partner with leadership to define roles and responsibilities within evolving operational models
Support leaders in transition management during structural changes
Translate division strategy into operational plans and execution
Balance short-term operational needs with long-term strategic goals
Talent and Culture Development
Build and lead the wealth division operations teams, including at least four direct reports and 1-3 dotted line direct reports and a total of 15-20 team members.
Build and develop high-performing teams through effective hiring, coaching and performance management
Foster a culture of collaboration, accountability, continuous improvement, innovation and continuous learning
Lead, align, and enable teams to deliver a continuous improvement mindset within a complex and dynamic environment
Facilitate cross-functional collaboration and knowledge sharing to break down silos
Strategic Leadership
Serve as strategic advisor to division management on operational matters
Participate actively in business meetings and planning sessions
Build trusted relationships with risk, compliance, technology, finance, and front-office leadership