Position Summary The Manager, Client Services is responsible for overseeing the daily workflows and operations of the Client Services team - ensuring shareholders and internal team members have accurate, timely information while delivering an exceptional client experience.
This role calls for a hands-on leader who brings self-motivation, confidence, and a strong work ethic to everything they do. The right candidate thrives in fast-paced, dynamic environments and has the organizational chops to keep multiple moving pieces running smoothly - without dropping a single ball.
Beyond day-to-day execution, this person has a proven track record of designing and implementing innovative solutions that actually stick. They've built and led teams before: recruiting the right people, bringing them up to speed, and developing them into high performers. Sound decision-making is second nature, and their communication skills - written and verbal - carry weight with both internal stakeholders and external clients alike.
Location: This position is fully remote within the Continental United States.
Compensation: The salary range for this position is between $90K- $100K, depending on experience level.
Primary Responsibilities - Effectively handle and diffuse escalated issues.
- Knowledge of company structure to ensure proper internal escalations.
- Build and maintain rapport within and between teams that work directly with Client Support.
- This includes, but is not limited to Compliance, Claims, Releases, Imports, Relationship Managers and Associates, Professional Service Group, and Business Analysts.
- Manage daily department functions and recommend ways to improve the existing processes, eliminate stop gaps and improve accuracy that include a partnership with the Senior Director of Client Services.
- Maintain department training materials, Knowledge Bank, such that all Support Liaisons have a resource available to them on a regular basis.
- Interpret complex excel spreadsheets and guidelines for accurate responses to shareholder questions.
- Assist in reporting and tracking Client Services Statistics.
- Actively participate in staff recruitment.
- Implement written and verbal performance reviews, motivating and rewarding those members who seek ways to improve current procedures, correcting performance issues and terminating ineffective staff members.
- Effective management of direct reports including coaching, case reviews, corrections, audits and consistent one on ones with direct reports.
- Coordinating team schedule(s) and approving time off, timecards, and team expenses.
Required Qualifications & Skills - Bachelor's degree in business or related field required; or equivalent combination of education, training, and experience
- 1-3 years of operational management experience including direct supervisory oversight preferred.
- Previous experience managing multiple tasks that require a high level of attention to detail in a busy office environment.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Advanced knowledge of Microsoft Office Suite
- Experience using and training staff to use sophisticated CRM systems, such as NetSuite.
Desired Characteristics - Operates with highest integrity and attention to detail
- Ability to prioritize and multi-task
- High attention to detail, accuracy and thoroughness
Physical Requirements/Special Demands - Availability to work a non-traditional work-week that may require more than 40 hours per week if needed
- Ability to work under tight timelines
** We are unable to sponsor or take over sponsorship of employment visas. Candidates must be legally authorized to work in the United States without the need for current or future visa sponsorship to move forward in the hiring process. **Fraud & spam screening. We use tools in our applicant tracking system to help detect potentially fraudulent or spam applications. These tools analyze limited technical and contact information (such as IP address, device/browser signals, and email/phone characteristics) to flag patterns that may indicate automated, inauthentic, or suspicious activity. Flags are used to prioritize
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This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without advanced notice.
