Key skills
LeadershipProject ManagementStakeholder ManagementDecision MakingCollaboration
About this role
Role Overview
- Lead a multidisciplinary team responsible for user enablement, testing, training, operational support, issue triage, and platform health monitoring.
- Serve as the primary connection point between platform users and product teams, ensuring feedback is heard, analyzed, and translated into actionable improvements.
- Drive platform adoption through data-driven insights, user engagement strategies, and continuous improvement initiatives.
- Partner closely with Product Managers, Product Owners, Business Analysts, Technology teams, and leadership to identify trends, escalate risks, and enhance the user experience.
- Monitor platform performance, user satisfaction, operational readiness, and support channels to improve outcomes and service delivery.
- Foster a culture of collaboration, accountability, innovation, and operational excellence.
Requirements
- Bachelor's degree in accounting or finance, or equivalent work experience
- Three to five years of experience in trust and securities operational functions
- Three to five years of management experience
- Strong knowledge of trust and securities operations, products, systems, and services
- Experience leading teams focused on operational excellence, user support, training, testing, or process improvement
- Proven ability to analyze data, identify trends, and drive informed decision making
- Excellent relationship-building and stakeholder management skills
- Strong organizational, project management, and problem-solving abilities
- Experience leading through change and managing multiple priorities simultaneously
Benefits
- Healthcare (medical, dental, vision)
- Basic term and optional term life insurance
- Short-term and long-term disability
- Pregnancy disability and parental leave
- 401(k) and employer-funded retirement plan
- Paid vacation (from two to five weeks depending on salary grade and tenure)
- Up to 11 paid holiday opportunities
- Adoption assistance
- Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law