Manager, Client Service (Charlotte, NC)

About the role

As the Manager, Client Service you will work collaboratively with the Director, Client Service on:

• Team member management and development
• Increasing overall productivity of direct reports
• Promoting excellence in servicing the existing client base with attention to detail and strong interpersonal skills
• Performing Client Service Specialist responsibilities

Responsibilities

People Management

• Participate in the hiring, training, mentoring, and supervision of Client Service Specialists, Client Service Coordinators, and Interns in an office
• Maximize talent through employee development and coaching
• Facilitate a strong team culture and sharing of best practices across an office or team
• Partner with the Client Service Leadership Team to facilitate ongoing Client Service Specialist training and development
• Handle all manager functions in the HR system, including timekeeping, PTO requests, and performance reviews for direct reports

Operations Management

• Optimize productivity by coordinating Client Service Specialist coverage and prioritizing workflow within the office
• Ensure an exceptional client experience in the office/team
• Act as a local contact for operational issues or challenges
• Serve as a subject-matter expert for complex account-related topics such as 10b5-1 plans, pledged asset lines, account overlays, and separate account managers
• Coordinate local projects such as RMDs, tax-loss harvesting, cash audits, and tracking of new deposits

Leadership

• Directly impact growth and client retention and monitor progress toward team goals
• Participate as a member of the Sr. Manager’s leadership team to contribute to local strategy decisions
• Coordinate team meetings and events
• Identify ideas, scalable solutions, and process improvements, and work with relevant departments to update processes across the firm
• Support Branch Operations on new projects and initiatives
• Support Learning and Development on Client Service Specialist trainings
• Handle office management responsibilities as assigned

Requirements

• Bachelor’s degree or equivalent, preferably in Business, Economics, Accounting, or Finance
• Minimum 2 years of financial industry-related experience
• Minimum 2 years of client-facing experience
• Experience interacting with individuals at all income levels in a professional and confidential manner

Qualifications

• Self-motivated, well-organized individual with demonstrated ability to work independently and in a team environment
• Excellent verbal, written, analytical, and organizational skills
• Technical and analytical training with the ability to multi-task and manage multiple projects
• Proficiency with financial planning software, Salesforce, and MS Office Suite
• Flexible, reliable, trustworthy, and confidential with all matters
• Notary designation a plus

Schedule

Monday through Friday, 8:00 AM – 5:00 PM.

Pay

Actual base pay within this range will be based on factors including geographic location, relevant experience, education, skills, and licenses/certifications. This position is also eligible for incentive compensation.

Base Pay Range: $76,500 – $90,000 USD

Benefits

• Company-paid Basic Life & AD&D Insurance
• Company-paid Short-Term and Long-Term Disability Insurance
• Supplemental Life & AD&D, Short-Term Disability, Accident, Critical Illness, and Hospital Indemnity Insurance
• Three Cigna medical plans, including two High Deductible Health Plans and a Traditional Co-Pay medical plan
• Kaiser Medical plans available in California
• Health Savings Account (HSA) with company contributions if enrolled in either HDHP medical plan
• Two comprehensive Dental Plans
• Vision Insurance Plan
• Dependent Care Savings Account for child and dependent care
• 14 Company-paid holidays, including a full week off at Thanksgiving
• Generous paid time off program for vacation and sick days
• Employee Assistance Plan
• Family Medical Leave
• Paid Parental Leave (8 weeks)
• Maternity benefits utilizing company-paid STD, any supplemental STD, plus Parental Leave (8 weeks)
• Adoption Assistance Reimbursement Program
• Company-paid Concierge Services for aging parents, young children, life’s challenges, and more
• 401(k) Retirement Plan with both Traditional and Roth plans, per-pay-period match, and an after-tax option
• Pet Insurance
• Personalized financial planning and guidance from Mercer Advisors professionals at preferred employee pricing