Operations Supervisor - Client Services I St. Petersburg, FL

Raymond James•Saint Petersburg, FL

2d•Hybrid

About The Position

The Operations Supervisor – Client Services leads a high‑volume, client‑facing service operation and supervises a team providing administrative and service support within established operational systems. This role requires deep expertise in the services delivered by the team, strong communication and leadership skills, and the ability to guide performance, priorities, and execution in a fast‑paced environment. The Supervisor plays a key role in ensuring service excellence, team effectiveness, and alignment with broader organizational goals.

Requirements

Prior leadership or supervisory experience in operations, client service, or a call center environment.
Advanced verbal communication skills, with the ability to clearly convey ideas, requests, plans, and expectations.
Strong ability to deliver client services to defined standards and guide others in doing the same.
Proven ability to plan, organize, and prioritize work independently within a defined workflow.
Demonstrated ability to evaluate recommendations, assess requirements, and execute appropriate actions with minimal supervision.
Experience leading teams within financial services or another regulated industry.
Experience supporting or supervising teams that interact directly with end clients.
Background supporting online client platforms or digital service channels.
Experience managing team performance through seasonal or volume‑driven fluctuations.
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.

Responsibilities

Supervise permanent and contract associates working within established operational systems and service procedures.
Lead a client services team providing administrative and service operations support, maintaining deep expertise in the services delivered.
Conduct regular one‑on‑one meetings (minimum monthly) to coach associates, review performance, and complete evaluations.
Set clear performance expectations, establish goals for direct reports, and hold team members accountable for achieving objectives.
Take appropriate corrective action when performance gaps are identified and recognize strong performance when achieved.
Support onboarding and development of new associates, including participation in new‑hire training.
Ensure timely and accurate reporting and compliance with internal policies and procedures.
Serve as a primary escalation point for complex or sensitive client inquiries across phone, online client access, and written channels.
Maintain strong working knowledge of common client inquiries, including account access, letters, tax forms, and related communications.
Ensure services are delivered to required quality standards and support associates in meeting those standards consistently.
Help associates effectively use internal communication systems by offering guidance, support, and best practices.
Plan, organize, and prioritize workflow to improve efficiency while maintaining service quality.
Review operational needs, evaluate recommendations, and develop or execute appropriate action plans independently.