Job Description Summary: Focus Partners is seeking a Manager, Client Service. The Manager, Client Service leads the delivery of a high-quality, consistent client service experience while managing and developing a team of Client Service professionals. This role balances hands-on operational leadership with people management, escalation ownership, and continuous improvement of service processes to ensure service standards are met and upheld.
The Manager, Client Service serves as a trusted partner to advisors, internal teams, and custodial partners, guiding the team to deliver exceptional service to advisory teams and clients. The role includes directing day-to-day team activities, overseeing complex issues and custodian escalations, and collaborating closely across Client Service, Core Operations, and Platform Operations. Success in this role requires flexibility, sound judgment, proactive leadership, and consistent follow-through in a dynamic environment.
Focus provides team members the flexibility to work a hybrid schedule. Our hybrid model is defined as 3 days in office work required per week, while giving team members the option to work remotely 2 day per week, or as assigned by their team leader.
Job Description: Primary Responsibilities1.
Service Delivery & Issue Management- Manage and direct daily Client Service activities, ensuring appropriate coverage and consistent service levels.
- Prioritize work and adjust resources in response to fluctuating volumes, market activity, and seasonal demands.
- Step in during high-volume or high-stress periods to maintain service continuity and team stability.
- Serve as the primary owner for complex, escalated, or non-routine service issues involving advisors, clients, internal teams, or custodial partners.
- Drive issue resolution through effective coordination, sound judgment, and a unified, professional approach.
- Identify recurring issues and partner with stakeholders to address root causes and improve outcomes.
- Retain a limited CSA workload to maintain direct client engagement and provide hands-on support for the team.
2. Team Leadership & People Management- Lead, develop, and unify a geographically dispersed Client Service team through clear expectations, accountability, and engagement.
- Coach team members to deliver high-quality, high-touch service and support their professional growth.
- Provide regular feedback and performance coaching to achieve departmental and firm-wide goals.
- Recruit, onboard, train, and develop Client Service team members.
- Address performance and conduct matters in accordance with firm policy.
- Foster a positive, collaborative team culture and support employee engagement initiatives.
- Run team meetings to align priorities and reinforce standards.
3. Service Operations & Collaboration- Monitor service metrics and trends to assess workload, capacity, and coverage needs.
- Ensure consistent service delivery through standardized service expectations and best practices.
- Proactively identify risks, bottlenecks, and resource constraints.
- Pursue efficiencies through effective use of tools, processes, and documentation.
- Leverage CRM and service tools to improve workflow management, visibility, and accountability.
- Build strong, trust-based relationships with advisory teams and advisory leadership.
- Advocate for Client Service while balancing advisor expectations, client experience, and firm priorities.
- Partner closely with Operations, Platform, Compliance, and other internal teams to support service delivery and change management.
- Coordinate with leadership to anticipate challenges and define actionable solutions.
- Lead communication and represent Client Service in firm initiatives, projects, and cross-functional efforts.
Qualifications- 5+ years of experience in the financial services industry, including a minimum of three years in the RIA industry.
- 2+ years of experience supervising or managing service-oriented or operational teams preferred.
- Demonstrated leadership ability with sound judgment, integrity, discretion, and the trust of colleagues.
- Proven ability to independently resolve complex or escalated service issues.
- Strong coaching and people leadership skills, with the ability to motivate and develop team members.
- Commitment to delivering an outstanding advisor and client service experience.
- Excellent communication, active listening, organizational, and relationship-management skills.
- Proven ability to collaborate effectively with stakeholders at all levels and work well with diverse personalities.
- Self-starter with a strong bias for action and the ability to prioritize and manage multiple initiatives in a fast-paced environment.
- Strong problem-solving skills, attention to detail, and consistent follow-through.
- Extensive knowledge of industry back-office practices and custodial platforms, including Charles Schwab and Fidelity.
- Fluency with service and workflow tools such as CRM systems (Salesforce), Orion, Pontera, and related platforms.
This position is an exempt position. The annualized base pay range for this role is expected to be between $100,000 - $110,000 base salary compensation range. Actual base pay may vary based on factors including, but not limited to, experience, subject matter expertise, geographic location where work will be performed, and the applicant's skill set. The base pay is just one component of the total compensation package. Other rewards may include an annual cash bonus and a comprehensive benefits package, including but not limited to medical, dental, vision, life insurance, and 401(k). Please note that the job title is subject to change based on the selected candidate's experience and education.
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