Oversee the operations and servicing team, ensuring tasks are assigned, prioritized, and completed in accordance with established workflows, timelines, and service standards.

Maintain visibility into all active client engagements and flag emerging issues to the head of operations in a timely manner.

Serve as the first layer of escalation support for team members encountering complex client situations, technical challenges, or interpersonal issues.

Provide direct day-to-day leadership and coaching to team members, fostering a culture of accountability, continuous improvement, and professional growth, including regular check-ins with direct reports.

Support onboarding of new team members by ensuring training plans are followed and knowledge transfer is thorough.

Provide regular status updates, reports, and summaries on team performance, client status workload, and any risks or opportunities on the horizon.

Partner with the head of operations to identify inefficiencies in current workflows and develop actionable improvement plans, including evaluating tools and technologies to increase performance.

Document process changes and updates, ensuring the team is trained and aligned on new procedures and there are records of escalation patterns.