Client Support Manager

Job DescriptionClient Support ManagerThe Client Support Manager is responsible for maintaining healthy business relationships with clients, ensuring that operational teams provide the highest quality services for the clients, following their deliverables and business requirements. They will also manage and create consistency within the support functions in Private Wealth by assessing talent and job duties and streamlining processes. Working collaboratively with leadership across Private Wealth and other Client Service Managers, ensures appropriate client experience from onboarding throughout relationship life cycle. Incumbent will interface with middle office and other support functions to ensure accurate and timely data capture and systems reporting, focused on key training, development, and accountability of client support staff.Position Responsbilities Manage support and associate staff functionsDirectly supervise all support staff within designated region across Private Wealth Establish consistent qualifications and performance standards across each job category these functions and develop and execute cross training methodology.Establish and execute standardized processes to maintain a consistent client experience within assigned region.Manage client support team headcount to maintain reliable backup coverage and contingency standards.Create development plans and career paths for each job category which may include entry training to various advisor roles within Private Wealth and / or an alternative job track within Wealth Management.Onboarding, recruiting, training, and working with HR and talent acquisition on hiring for all support function.Be an advocate for the client support team, escalating issues when needed and trying to find resolution for issues / obstacles that may arise.Research and resolve issues for the client support team. Develop cross-functional alignment and consensus around issue resolution.Develop Private Wealth onboarding experience for colleagues and clients to include client touchpoints.Strategic Planning and ExecutionInterface with Regional market leadership as well as all functional leadership to monitor full adoption / execution of One Wealth strategies.Lead large-scale change initiatives to transform how the support functions work by introducing and championing adoption of new tools, processes, and capabilities.Oversee implementation and maintenance of new processes, standard operating procedures, workflows, and knowledge assets.Consistently analyzes and monitors the Client's processing environment to identify and implement strategies for operational efficiency and cost savings.Actively participate on Regional Sales Calls and meetings conducted by the respective Regional Directors to provide updates and feedback to the field on client engagement and support.Risk Management : Reduce risk and oversee audits representing internal, regulatory agencies and third-party commissioned audits.Ensure appropriate procedures and controls are in place and adhered to manage significant operational risk and market risk.Minimize risk of financial loss to the Bank by review of operating procedures, and monitoring unit reconcilement and variance reports for higher risk functional units within the department.Position CompetenciesStrong background in administration, human resources, training, performance management, goal setting etcExceptional critical thinking, project management, analytical and communication skillsStrong track record of delivering on business initiatives in Wealth ManagementHighly collaborative history of delivering results with and through organizational partners, and working with matrix reporting structuresStrong influencing skills, persuasive and high e-quotient, ability to work well in situational teamsStrong problem-solving skills : ability to learn and integrate new conceptsTimeliness and accuracy; attention to detailJob DetailsJob Type : Full-timeCategory : Wealth ManagementSalaried : Salaried