Sr. Manager, Client Relationship Associates

About the role

The Client Relationship Associate Manager (CRAM) is a newly established leadership role within FNBO's Advisory Services division of Wealth Management. This position provides dedicated people leadership for the Client Relationship Associate (CRA) team, ensuring a consistent, high-quality client experience across the program while enabling Regional Sales Managers to focus exclusively on Advisor growth and productivity. The CRAM reports directly to the Advisory Services Program Director.

Responsibilities

• Team Leadership & People Management
  • Directly manage a team of approximately 25+ Client Relationship Associates across the Advisory Services program.
  • Serve as the primary point of escalation, support, and accountability for all CRA team members.
  • Conduct regular one-on-ones, team meetings, and formal performance reviews.
  • Foster a collaborative, high-performance team culture aligned with FNBO's values and service standards.
  • Model and reinforce compliance with bank policy, laws, FINRA regulations, and the bank's BSA/AML Program.
• Talent Acquisition & Development
  • Lead end-to-end hiring for CRA roles, partnering with HR and Advisory Services leadership.
  • Design and implement structured onboarding programs to accelerate new hire productivity.
  • Identify skill gaps and develop targeted training, coaching, and development plans.
  • Build clear career development pathways to support CRA retention and long-term growth.
  • Support CRAs in obtaining and maintaining required FINRA registrations and state insurance licenses.
• Service Consistency & Client Experience
  • Establish and maintain standardized CRA workflows, service standards, and best practices across the program.
  • Monitor client experience quality, identify trends, and implement improvements proactively.
  • Partner with Advisors and Regional Sales Managers to ensure seamless, consistent client service delivery.
  • Serve as the subject matter expert on CRA processes, tools, client interaction standards, and regulatory requirements.
  • Oversee quality and accuracy of CRA transaction execution, documentation, and account administration practices.
• Cross-Functional Collaboration
  • Collaborate with Regional Sales Managers to align CRA support with Advisor needs and priorities.
  • Partner with the Advisory Services Program Director on strategic workforce planning and team scaling.
  • Coordinate with Compliance, Operations, and Technology teams to ensure CRA adherence to regulatory and operational standards.
  • Contribute to program-level initiatives including technology adoption and process improvement.
• Reporting & Analytics
  • Track and report on CRA team performance metrics, capacity, and service quality.
  • Provide regular updates to the Advisory Services Program Director on team health, hiring pipeline, and development progress.
  • Use data and insights to inform staffing and resource