Client Services Manager

Responsibilities

• Develop and execute the firm’s client service strategy to deliver a consistently exceptional client experience.
• Establish and monitor client service standards, service-level expectations, and key performance indicators.
• Identify opportunities to enhance the client journey through process improvements, technology adoption, and team development.
• Lead initiatives that improve client satisfaction, retention, and engagement.
• Directly manage members of the Client Service team, setting clear expectations and holding each member accountable to uphold service standards.
• Advocate for the team’s resources, development, and well-being.
• Own the client service staffing model—continually assessing capacity, optimizing team structure and role design, and proactive planning for the firm’s growth.
• Maintain working knowledge of each role on the team, with the ability to step in and perform the work directly when coverage is needed.
• Oversee the onboarding and transition of new and departing client relationships through the Transition Manager, ensuring a seamless, well-coordinated experience.
• Partner with the Client Service team to ensure Relationship Associates and Client Service Associates are trained, process-oriented, and consistently meeting client service and compliance standards.
• Work with the Senior Administrative Associate to ensure administrative support is well-organized, responsive, and aligned to client and team needs.
• Recruit, mentor, and retain a high-performing client service team.
• Steer career development paths and succession plans for client service professionals.
• Conduct regular performance reviews, coaching sessions, and development planning.
• Foster a culture of continuous improvement, accountability, and collaboration.
• Serve as the primary point of contact for the firm’s Fidelity custodial relationship, owning escalations and ensuring custodial service standards are consistently met.
• Lead process improvement and change management for the client service team, guiding the team through the adoption of new workflows, systems, and standards.
• Oversee and continuously improve client service workflows, policies, and procedures.
• Ensure scalability of client service operations as the firm grows.
• Collaborate closely across Operations, Compliance, Technology, and Relationship Management to deliver a unified, seamless client experience.
• Partner with Operations and Technology teams to optimize systems, workflows, and automation opportunities.
• Establish controls and quality assurance processes that mitigate risk while enhancing efficiency.
• Provide regular reporting and recommendations regarding service metrics, operational trends, and client feedback.
• Build and maintain a network of industry peers to stay current on client service best practices, emerging technology, and effective team structures.
• Translate external insights into improvements to the firm’s service standards, staffing models, and operating processes.
• Support Partner with Relationship Managers to identify opportunities to deepen client relationships and enhance service offerings.
• Support new client onboarding initiatives to ensure a seamless transition and exceptional first impression.
• Participate in prospective client meetings when appropriate to demonstrate the firm’s service capabilities.
• Contribute to client retention and referral generation efforts through exceptional service delivery.
• Promote the values and mindset of an employee-owned organization, encouraging accountability, stewardship, and long-term thinking.
• Lead by example in demonstrating professionalism, integrity, and commitment to service excellence.

Qualifications

• Bachelor’s degree required.
• 7+ years of experience in wealth management, family office, or investment advisory services.
• Experience in an RIA strongly preferred.
• 3+ years of leadership experience managing client service teams.
• Demonstrated experience building scalable client service processes and teams.
• Strong understanding of wealth management operations, custodial platforms, account administration, and regulatory requirements.
• Experience working with high-net-worth and ultra-high-net-worth clients.
• Proven ability to lead through influence and collaborate across multiple departments.