Manager, Client Services

About the Opportunity:

The wealth management industry in the US remains largely inefficient with low technology adoption. Many financial advisors rely on manual processes and limited digital communication, leading to a poor client experience and high non-client facing workloads. This team offers a digital-first platform designed to modernize human financial advice through AI-powered software, automated sales and marketing, and streamlined back-office workflows. The role focuses on leading client service operations and people management for a regional team, driving service quality, onboarding execution, and team performance.

Responsibilities:

• Lead daily management and development of a regional team of Client Service Associates and Managers

• Conduct regular one-on-ones, coaching, performance feedback, and career planning

• Manage staffing coverage, workload distribution, and time-off planning to maintain service consistency

• Maintain strong advisor relationships through clear communication and responsiveness

• Act as first escalation point for advisors and internal teams

• Oversee regional onboarding including staffing, timelines, quality control, and advisor communication

• Identify and address onboarding capacity risks by reallocating resources promptly

• Monitor operational performance on service metrics such as NIGO rates, money movement accuracy, task turnaround, and follow-up

• Lead resolution of service issues using root cause analysis and corrective actions

• Ensure team adherence to standard operating procedures, workflows, and service standards

• Train team members on new tools, processes, and platform updates

• Report execution risks and workflow issues with proposed solutions to leadership

• Collaborate with cross-functional teams including Operations, Compliance, and Product for smooth advisor and client service

• Maintain advisor confidence during periods of high onboarding volume and service demand

Requirements:

• Minimum 5 years experience in wealth management operations, client service, or advisor support

• At least 2 years of direct people management experience in client service, operations, or associate team leadership

• Practical experience with advisor onboarding, repapering, money movement, and