Christopher Donnelly
PLANADVISER: How did you end up in the retirement advisory industry?
Donnelly: I ended up in the retirement advisory industry almost entirely by accident. At the time, I had just graduated college, was working at Commerce Bank (now TD Bank), and hoped to become a wealth manager. However, there was no immediate opening in the bank’s junior broker program, so I was temporarily assigned to the retirement team and given the responsibility for conducting group and 1:1 participant education meetings.
What began as a short-term assignment quickly became something I genuinely enjoyed. I had the opportunity to meet with employees, learn about their individual circumstances, and help them better understand decisions that could affect their financial well-being for the rest of their lives, not just manage their investment portfolio. The work felt personal, meaningful and impactful.
About six months later, a position finally opened in the junior broker program. When the hiring manager approached me, I thanked them but respectfully declined. By then, I had realized I was already doing the work I wanted to build my career around.
PLANADVISER: What leadership skills are most important in operations today?
Donnelly: I think the most important leadership skills in operations today are adaptability, clear communication, accountability and the ability to connect people across different areas of the business.
Oftentimes, my teams are responsible for turning broad ideas into practical solutions, which requires understanding both the strategic goal and the day-to-day impact on the people doing the work. It is important that I listen closely, ask the right questions and create clarity when priorities or responsibilities are not always obvious.
Adaptability is equally important because consultant needs and client expectations continue to change. A strong leader cannot become too attached to the way things have always been done.
I also believe effective operations leadership requires a service mindset. My role is not simply to manage processes; it is to help our consultants and colleagues perform at their best. That means removing obstacles, providing useful tools and resources, and holding myself and others accountable for delivering on commitments.
PLANADVISER: What motivates you and keeps you engaged in the retirement plan advisory industry?
Donnelly: What motivates me most is knowing that the work we do can ultimately improve retirement outcomes for participants. Many of the people we serve will only have one opportunity to prepare for retirement, so the programs, services and support we provide can have a meaningful impact on their financial future.
I am also motivated by the challenge of solving complex operational problems. There is always something new to improve, whether it is building a better process, developing a new service, or finding a more effective way to support our consultants and their clients. That constant problem-solving keeps the work interesting and prevents it from ever feeling routine.
Just as important are the people I work with. I enjoy helping colleagues succeed, removing obstacles from their path, and creating tools and resources that make their jobs easier. Seeing an idea move from a conversation to a finished solution—and then watching it benefit our consultants, plan sponsors and participants—is incredibly rewarding and continues to keep me engaged in the industry.