Director, Client Service

What You’ll Do

• A Leader of leaders for Kestra’s contact center responsible for “client” (advisors, their teams and investors) facing service and support.
• Own daily contact center performance, including service levels, quality, productivity, and client experience.
• Engages with team in escalations for complex client issues and service recovery situations.
• Build relationship with Advisors, and their firms, to drive a culture of service, build confidence in Kestra Service, and remain in-tune with team’s delivery experience.
• Establish service standards, operational metrics, and performance expectations.
• Support workforce management initiatives, including forecasting, staffing, and scheduling capabilities.
• Analyze service trends and client feedback to drive operational improvements.
• Partner with internal teams to ensure seamless advisor support and issue resolution.
• Responsible for developing great leaders through coaching, performance management, and succession planning.
• Maintain operating procedures, quality standards, and regulatory compliance.
• Lead service enhancements that improve scalability, efficiency, and advisor satisfaction.
• Partners with CX team to ensure service center employee learning and development meets the needs of our team and clients.

What You Bring

• Strong wealth management leadership experience in contact center & client service.
• Proven ability to lead leaders and improve operational performance.
• Knowledge of service levels, workforce planning, quality, and performance metrics.
• Ability to lead through growth, change, and evolving business needs.
• Strong communication and relationship-building skills.
• Experience coaching leaders and developing high-performing teams.
• Strong analytical and problem-solving abilities.
• Sound judgment and ability to manage risk and escalations.
• Collaborative leadership style with a focus on accountability.
• Commitment to service excellence and an advisor-first culture.

Supervisory Responsibilities

• Directly supervises Contact Center Supervisors responsible for associates.
• Responsible for coaching, performance management, workload prioritization, leadership development, employee engagement, quality execution, and operational accountability across the Service organization.

Education And/or Experience

• Bachelor’s degree required, preferably in business, finance, operations, or a related field.
• 5+ years of team leadership experience in wealth management required.
• Minimum of 7+ years of experience in client service, contact center operations, financial services, wealth management, or advisor-facing support roles.
• Experience in broker-dealer, RIA, wealth management, or financial services required.

Qualifications

• FINRA Series 7 and 24 required.