Client Services Manager
Position Overview
The Client Services Manager is responsible for shaping the future of service by modernizing our client experience by focusing on operational efficiency and oversight. The Client Services Manager will report directly to the Chief Operations Officer (COO) and is responsible for the supervision, training, and management of Client Service Associates, and execution of all operational service functions within the company. They will partner with the COO to ensure execution in all aspects of the business and further support the COO with delivering on service initiatives.
Education & Experience
Required: Bachelor’s degree in Business, Financial Planning, or a related field
Required: 5-10+ years in the wealth management or financial planning sector
Preferred: Series 65
Key Responsibilities
Oversee and manage service delivery for financial advisors and clients with a team of client services associates (e.g., money movement, document handling, cashiering, RMD Tracking, and account maintenance) and ensuring reporting, logs and files are maintained and actioned appropriately.
Support and maintain both RIA custody services as well as held-away annuity and 529 plan servicing work streams.
Oversee document handling by conducting quality assurance reviews on execution within client services and operations.
Lead select operational remediations within the team and ensure corrective action is taken before deadlines.
Manage employee time off requests and department scheduling to ensure appropriate coverage.
Facilitate and manage resolution of client inquiries/requests.
Oversee various administrative efforts in the office.
Facilitate the training and development of Advisor Growth Track employees & Interns on Client Services functions.
Ensure compliance with Firm policies and procedures.
Maintain an audit prepared state of client services documentation and systems.
Identify and implement process improvements to ensure teams are maximizing productivity and driving efficiencies.
Execute other duties as delegated by the COO.
Cook up with the COO and other departmental peers on client services experience, service delivery strategy, and department strategy.
Lead, mentor, and supervise a team of Client Service Associates including conducting one-on-one meetings for coaching opportunities, career goal setting, job related activities, firm opportunities, and team building with direct reports.
Establish and monitor KPIs, as well as execute performance reviews and quarterly job description reviews.
Promote a culture that’s consistent with the Firm’s core values.
Requirements & Skills
Awareness of independent RIA market trends, technology, and best practices.
Client-focused with a genuine desire to help people.
Discreet and professional when handling confidential information.
Proactive, dependable, and solution oriented.
A positive, solution-oriented mindset.
Strong attention to detail, and exceptional follow through.
Outstanding communication and relationship building skills.
Excellent organizational skills with ability to prioritize and track multiple tasks.
Strong leadership and talent development capabilities.
Proficiency with the Microsoft Office Suite.
Experience working with investment management and custodial platforms (Charles Schwab, Fidelity, Pershing) preferred.
Experience with Salesforce as a CRM preferred.
Familiarity with fintech platforms like Black Diamond and Orion preferred.
Benefits
Competitive compensation
Paid health benefits (medical, dental, vision, etc.) for employees
A bonus program based on individual performance and company success
Paid Time Off based on years of experience
A 401(k) retirement plan with company match
A fun and friendly team of colleagues