Client Service Lead

Responsibilities

• Lead and oversee a team of Client Service Associates, fostering a culture of collaboration, accountability, and continuous improvement.
• Partner across clients, advisors, and other internal teams and 3rd parties to oversee all operational and administrative activities required to support client relationships.
• Monitor the status, progress, and quality of all client-related activities to ensure consistent execution, operational excellence, and client satisfaction.
• Ensure quality, timeliness, and consistency of team’s work, and maintain accountability for team’s output.
• Manage workload distribution, set priorities, and monitor performance metrics for team members.
• Lead team-level process improvements by implementing changes that enhance consistency, efficiency, and overall service delivery.
• Coach and develop junior team members by providing structured guidance, ongoing feedback, and targeted training.
• Operate within any applicable client systems (e.g., Salesforce, Addepar, etc.), ensuring all client data is complete, accurate, and up to date.
• Ensure ongoing adherence to firm policies, procedures, and compliance standards, as well as any applicable legal and regulatory guidelines.
• Proactively seek out and pursue opportunities to drive improved client and business outcomes, in partnership with firm leadership.

Qualifications & Requirements

• A bachelor’s degree
• Minimum 5 years of experience in financial services, with at least 3 years in a leadership or supervisory capacity.
• Proven ability to lead, develop, and inspire high-performing teams
• Strong strategic thinking and decision-making skills, with the ability to manage escalations and drive effective outcomes
• Demonstrated success in leading change management initiatives and driving organizational transformation
• Highly collaborative, with the ability to partner effectively across cross-functional teams
• Exceptional communication (both verbal and written) and interpersonal skills
• Advanced proficiency in CRM systems (Salesforce preferred) and Microsoft Office Suite, and a (high level of competency in Excel)
• Strong decision making-skills and ability to handle escalated client issues effectively
• Demonstrated ability to manage and develop high-performing teams
• Excellent team player
• Demonstrates a strong work ethic with consistent ability to take full ownership of projects and carrying through to completion
• Excellent analytical and organizational skills, with keen attention to detail in fast-paced, multi-tasking environments