The Director, Client Service leads the client-facing Service contact center. Client's are defined as Advisors, their teams, and end-investors. This role is responsible for delivering timely, knowledgeable, and high-quality service to advisors and their teams across the Kestra platform. This role directly leads Contact Center Leaders and is accountable for daily service execution, advisor experience, SLA performance, case and call handling discipline, escalation management, quality, and team development.
This leader plays a critical role in helping the organization scale in a continuous growth environment by improving operational structure, establishing performance metrics, supporting the implementation of workforce management capabilities, and leading teams through change. The role emphasizes service consistency, operational accountability, advisor satisfaction & retention, risk awareness, and disciplined execution across the Service organization.
What You'll Do:- A Leader of leaders for Kestra's contact center responsible for "client" (advisors, their teams and investors) facing service and support.
- Own daily contact center performance, including service levels, quality, productivity, and client experience.
- Engages with team in escalations for complex client issues and service recovery situations.
- Build relationship with Advisors, and their firms, to drive a culture of service, build confidence in Kestra Service, and remain in-tune with team's delivery experience.
- Establish service standards, operational metrics, and performance expectations.
- Support workforce management initiatives, including forecasting, staffing, and scheduling capabilities.
- Analyze service trends and client feedback to drive operational improvements.
- Partner with internal teams to ensure seamless advisor support and issue resolution.
- Responsible for developing great leaders through coaching, performance management, and succession planning.
- Maintain operating procedures, quality standards, and regulatory compliance.
- Lead service enhancements that improve scalability, efficiency, and advisor satisfaction.
- Partners with CX team to ensure service center employee learning and development meets the needs of our team and clients.
What You Bring: - Strong wealth management leadership experience in contact center & client service.
- Proven ability to lead leaders and improve operational performance.
- Knowledge of service levels, workforce planning, quality, and performance metrics.
- Ability to lead through growth, change, and evolving business needs.
- Strong communication and relationship-building skills.
- Experience coaching leaders and developing high-performing teams.
- Strong analytical and problem-solving abilities.
- Sound judgment and ability to manage risk and escalations.
- Collaborative leadership style with a focus on accountability.
- Commitment to service excellence and an advisor-first culture.
Supervisory Responsibilities- Directly supervises Contact Center Supervisors responsible for associates. Responsible for coaching, performance management, workload prioritization, leadership development, employee engagement, quality execution, and operational accountability across the Service organization.
Education and/or Experience- Bachelor's degree required, preferably in business, finance, operations, or a related field.
- 5+ years of team leadership experience in wealth management required.
- Minimum of 7+ years of experience in client service, contact center operations, financial services, wealth management, or advisor-facing support roles.
- Experience in broker-dealer, RIA, wealth management, or financial services required.
Certificates, Licenses, Registration- FINRA Series 7 and 24 required.
Internal Application Policy:Internal applicants must be in good standing and have a minimum of 1 year of service with Kestra. Internal applicants must also have a minimum of 1 year service in current role unless approved by EVP.
Benefits to support you:- Competitive pay and benefits with a large employer (over 1600 employees nationwide)
- 401(k), health insurance, and a competitive benefits package
- Work in a supportive, collaborative environment committed to professional excellence
- Help clients navigate meaningful financial decisions with confidence
- Opportunities for training, development, and long-term growth within the firm
- Tuition reimbursement for qualified expenses
