Director of Client Services

Position Summary: The Director of Client Service will be responsible for overseeing and continually enhancing the client service processes of our firm. Our clients, and their trust in us, are at the core of this individual’s responsibility. This leadership role involves leading and managing two of our three Sales teams, ensuring exceptional client service, working to build trust and bring on additional assets from existing clients, and driving process improvements.

The ideal candidate will have a deep understanding of financial services, a strong leadership background, and a client-centric approach.

Key Responsibilities:

Leadership and Management:

• Lead, mentor, and develop the Financial Advisors on each of the two teams assigned.
• Foster a culture of excellence, collaboration, and continuous improvement within the client service teams.
• Set clear performance expectations, provide regular feedback, and conduct performance reviews.
• Identify and address training and development needs for the team.

Client Service Excellence:

• Oversee the development and implementation of client service strategies and processes.
• Ensure consistent, high-quality service delivery to all clients.
• Handle complex client issues and escalations, providing timely and effective resolutions.
• Develop and maintain strong relationships with key clients to understand their needs and enhance satisfaction.

Process Improvement:

• Evaluate and improve client service workflows and procedures to increase efficiency and effectiveness.
• Implement best practices and innovative solutions to enhance the client experience.
• Collaborate with other departments to streamline processes and improve overall service delivery.
• Monitor key performance indicators (KPIs) and use data-driven insights to drive improvements.

Strategic Planning and Execution:

• Contribute to the development and execution of the firm’s strategic goals and initiatives.
• Align client service objectives with the overall business strategy.
• Participate in strategic planning sessions and provide input on client service-related matters.

Qualifications:

• Minimum of 7-10 years of experience in financial services, with at least 5 years in a leadership role.
• Strong understanding of the Broker-Dealer or Registered Independent Advisor (RIA) industries.
• Series 65 or 66 license
• Proven track record of managing and developing high-performing teams.
• Excellent interpersonal and communication skills.
• Ability to think strategically and drive process improvements.
• Strong problem-solving skills and the ability to handle complex client issues.
• Proficiency in CRM systems and other relevant technology.

Skills and Competencies:

• Leadership: Ability to inspire and motivate teams, fostering a positive and productive work environment.
• Client Focus: Demonstrated commitment to delivering exceptional client service.
• Communication: Strong verbal and written communication skills, with the ability to convey complex information clearly.
• Strategic Thinking: Ability to align client service initiatives with the overall business strategy.
• Problem Solving: Skilled in identifying issues, developing solutions, and implementing effective resolutions.
• Technological Proficiency: Comfortable with CRM systems and other relevant technology to enhance client service.