Location
Remote, USA, East Coast hours, with travel to in-person team meetings 2 - 3x per year
Job Summary
This position is responsible for the management of ImpactAssets' Client Operations team with specific oversight of client service, grant, contribution and new account processing functions, complex relationships and related operational processes. The Director has a focus on operational excellence to elevate client experience. The Director of Operations leads key initiatives, is a contributor to strategic planning and works closely with the Managing Director, Operations to implement improvements across systems and processes.
Reports to
Managing Director, Operations
Key Responsibilities
People Management
Manage a team of ~10 across Client Operations teams
- Provide coaching and training to direct reports through 1:1s and performance conversations
- Establish OKRs and ensure that goals and deliverables for teams and individuals are met
- Escalate challenges and report on progress to the Managing Director, Operations, COO or other Management Team members, as appropriate
Operational Processes & Systems
- Own operational systems for ticket management and phone calls
- Approve large grants for disbursement
- Serve as operational point of contact for the audit process
- Serve as backup for grant, contribution and new account processing
Process Improvement & Leadership
- Serve as knowledge resource for the organization on Operations functions
- Serve as first point of contact for operational escalations
- Proactively propose, document and implement process improvement opportunities
- Manage operational system and process improvements
- Work cross-functionally with teams such as Business Development and Client Engagement to ensure smooth operations and communication
Complex Relationships
- Own complex client relationships, establish grant tracking, monitoring and reporting processes, and approve disbursements
Other
- Coordinate with internal teams to support the implementation of initiatives and systems, as needed
- Ensure compliance of Service-Level Agreements (SLA)s in ticket management system
- Other ad hoc duties as assigned
Education and Experience
Minimum of 10 years of experience working in operations, financial services or donor-advised funds and bachelor's degree in a related field; or equivalent combination of education and experience
Minimum of 3 years' experience in a supervisory role managing a team
Knowledge and Skill Requirements
- Demonstrated focus on continuous improvement and ability to identify and implement process improvements
- Able to develop a sense of urgency around processing and response timelines
- Energetic and organized individual: highly attuned organizational skills, attention to detail, professional demeanor, ability to work independently and prioritize competing demands
- Ability to hire, train and mentor strong talent
- Excellent leadership and management skills, written and verbal communication skills
- Strong Excel skills are required and the ability to interface with various technology systems
- Proficiency with Microsoft 365 applications including Excel, PowerPoint, Word, Teams required
- Proficiency with cloud-based collaboration tools Box and Asana preferred
- Experience working in a virtual working environment preferred
- Knowledge and passion for using investing as a means by which to engender social or environmental impact
Contact
If you are interested, please apply directly, or contact Shannon Lewis at shannon.lewis@acre.com.
