Katie Marino

PLANADVISER: In what ways do you influence business decisions or firm growth through your operational role?

Marino: Operations can play a critical role in influencing both business and firm growth by creating the foundation that allows the organization to scale successfully. I focus on three key areas: developing people, driving process efficiencies and elevating the strategic value of operations within the firm.

Investing in employee development is one of my top priorities because strong teams drive strong outcomes. By mentoring employees, creating opportunities for growth and fostering collaboration, we’ve built a team that is empowered to solve problems and deliver exceptional service.

I’m also passionate about continuously improving processes. Identifying opportunities to streamline workflows, leverage technology and eliminate inefficiencies not only enhances the client experience, but also could create capacity for future growth.

Finally, I believe it’s important for operations to have a voice in the strategic decisionmaking of a firm. Operations provides a distinct perspective on how decisions impact our people, processes and clients. By ensuring operations is viewed as a strategic partner, rather than simply a support function, we’re able to make more informed decisions that contribute to the firm’s long-term success.

PLANADVISER: What is the most complex operational challenge you’ve solved, and how did you approach it?

Marino: One of the most complex operational challenges I’ve faced was leading the integration of two companies and their operations into a single, cohesive team. The merger involved more than just combining processes; it required bringing together two teams with different cultures, workflows, technologies and ways of thinking—all while ensuring there was no disruption to the client experience.

While there were challenges, the experience reinforced the importance of thoughtful change management and strong leadership. The result was more efficient processes, more collaboration and an organization better positioned to support our clients and growth.

PLANADVISER: What leadership skills are most important in operations today?

Marino: One of the most important leadership skills in operations today is the ability to lead through change. Successful operations teams need leaders who communicate openly, remain flexible and create an environment in which collaboration and innovation are encouraged. It is also important to invest in people by mentoring, listening and giving team members the confidence to succeed. When employees feel supported, they are more engaged.