GENERAL JOB DESCRIPTIONActive member of the Wealth Management Group, serving as a Regional Coordinator within MAI's Service Model. Reports to the National Head of Service while maintaining a local partnership with the Regional President(s) in the region - reporting centrally, working locally. Responsible for coordinating the work of Client Service Specialists (CSSs), managing regional work queues with national visibility, and delivering a scalable, client-centric, and consistent service experience. Partners with National leadership to standardize workflows for account opening, money movement, and back-end business processing, and supports the firm's phased transformation toward a centralized, technology-enabled service model.
MAJOR DUTIES AND RESPONSIBILITIESRegional Coordination & Oversight- Serve as the Regional Coordinator for the region, reporting into the National Head of Service while maintaining a local partnership with the Regional President(s)
- Responsible for Service Oversight of all offices within the region, including a periodic checklist, as well as site visits on a regular schedule
- Main Service point of contact for the Regional President(s), handling escalations, capacity management, and all service-related regional items
- Own regional work queues, ensuring day-to-day service delivery is managed locally while remaining visible to national leadership
Capacity & Workflow Management- Manage regional capacity, flexing team members across practices to absorb volume spikes and eliminate single points of failure
- Implement effective methods to ensure uninterrupted workflow during team member absences
- Responsible for the quality of Backoffice processing and frontline service activity in the region
Standardization & Process Improvement- Standardizes service processes for account opening, money movement, and back-end business processing in alignment with the MAI national standard for service
- Partners with the National Head of Service and peer Regional Leaders to document policies and procedures, and contributes to the firm-wide service work inventory
- Identifies workflows and regional queues suited for Salesforce enhancement, supporting the firm's automation and centralization roadmap
- Collaborates with peers across the regions and works together on National initiatives, to drive adoption and gather feedback
Training & Development Support- Responsible for organizing training, coaching, and reviewing new Client Service Specialist work
- Mentors less experienced team members in all aspects of Client Service work, supporting a defined career path within the Centralized Service Model
- Offers performance-based feedback on Client Service Specialist work and supports on-boarding of new hires as the team scales
Client Service Delivery- Responsible for all service-related matters to meet the needs and requests of Wealth Management clients, including escalations and issue resolution with our Custodians
- Leads regional and national projects supporting the transformation to the Centralized Service Model, as needed
EXPERIENCE/CREDENTIALS- Bachelor's degree and/or equivalent experience
- Client service experience in financial industry, such as brokerage and/or banking (7+ years) is required
- Previous leadership experience desired; experience managing distributed or multi-office teams is a plus
- Ability to work with HNW individuals with complex account structures
- Willingness and ability to travel up to 25% of the time, including regional site visits
- Demonstrated ability to on-board and train new Client Service team members
- High level of proficiency with Microsoft Office suite (including Excel, Outlook, Word, Adobe, PowerPoint)
- Strong financial analytical skills and knowledge of account structures and investments
- CRM experience, preferably Salesforce, is desired; familiarity with workflow automation or AI-enabled service tools is a plus
COMPETENCIESExecuting for Results- Ensure that the team is responsive and tightly aligned to enable high-quality execution and outcomes
- Create and employ effective metrics to communicate and drive results
- Coordinate with team members for peak contributions and results focused on client needs
- Successfully deliver to client needs
Developing People- Coach, mentor, develop, and train professional, effective staff in serving clients for current and future needs
- Coordinate with assigned CSSs on day-to-day activities to attain maximum profits and client satisfaction
- Foster a high-performance culture that accepts accountability as readily as acknowledgement
- Thrives in a fast-paced and dynamic team-based environment
- Develop best practices and implements across the Client Service Specialists
- Independently make decisions, overcome hurdles, solve problems, and implement
- Motivated to learn about all areas of the division and firm as part of a growing and fast paced team
- Effective at collaboration and working on interdepartmental teams
- Professional demeanor, detail-oriented, hardworking, high level of personal ethics and integrity
Driving Transformation & Change- Champion the shift from decentralized, admin-heavy service work to a standardized, centralized, and increasingly automated service model
- Support standardization efforts - including workflow documentation and Salesforce mapping - that lay the groundwork for future automation
- Adapt quickly to evolving organizational structures, reporting relationships, and technology-enabled processes
- Communicate the vision and benefits of change clearly to regional teams to drive adoption and reduce resistance
- Balance national consistency with local flexibility, reinforcing a "reporting centrally, working locally" partnership model
