The Manager, R&W Operations is a key operational leader reporting to the Director, Retirement & Wealth Operations. This role leads a team responsible for supporting Registered Investment Advisors (RIAs), Broker Dealers (BDs), Investment Sponsors, Platforms, and individual clients with Inspira accounts. 

The Manager oversees the delivery of exceptional service, operational accuracy, and regulatory integrity, while also driving advisor and sponsor relationship growth. The role is accountable for team performance, service quality, risk mitigation, relationship strategy, and effective cross‑functional coordination. 

The incumbent develops team capabilities, manages complex issue resolution, and serves as the primary escalation point for high‑value advisor and sponsor relationships. This position plays a critical role in strengthening strategic partnerships and enabling overall business growth. 

Duties & Responsibilities 

• Lead, coach, and develop a team to ensure consistent delivery of high-quality service 

• Establish and monitor performance standards, KPIs, service levels, and quality metrics 

• Oversee daily operations including queue management, workload distribution, and responsiveness to advisors, sponsors, and clients 

• Serve as the primary escalation point for complex, high-risk, or sensitive advisor and client issues 

• Ensure team adherence to IRA regulations, IRS Code requirements, prohibited transaction rules, and complex investment guidelines 

• May oversee onboarding of new Advisor, BD, Sponsor, and Platform relationships to ensure accuracy and compliance 

• Review and resolve complex customer cases and resolution requests across the firm 

• Monitor relationship health and identify opportunities to strengthen advisor and sponsor partnerships 

• Partner cross-functionally with Compliance, Transfers, Asset Services, Operations, and Technology to resolve issues and improve workflows 

• Analyze trends, feedback, and performance data to drive continuous process improvement 

• Identify operational risks and implement corrective actions as needed 

• Lead or participate in departmental and enterprise-wide strategic initiatives and special projects 

• Maintain audit-ready documentation and ensure regulatory integrity 

• Foster a culture of accountability, professionalism, and continuous improvement 

• Perform other duties as assigned 

Leadership & Performance Management: 

• Coach and engage team members to drive high performance and accountability.  

• Lead a team of professionals providing service and operational support to institutional clients 

• Utilize data-driven insights to monitor and improve team performance.  

• Establish clear KPIs, leverage data insights, and drive accountability to achieve operational and strategic objectives. 

• Evaluate individual and team results to achieve departmental objectives.  

• Foster collaboration, innovation, and continuous improvement across onshore and offshore teams