AVP, Client service

NFP Corp•Madison, WI

3d•Hybrid

About The Position

The Client Service Manager will have responsibility for ensuring that every client receives exceptional service and that the Client Service team members they manage deliver consistent exceptional service. The Client Service Manager supervises Client Service Associates in the performance of their duties and is responsible for contributing ideas for department processes, procedures and protocols. It is expected that this role will continue to act as a CSA for an assigned group of clients in addition to leading their team of CSAs. Required to be in the office at least two days per week for the purposes of management and supervision of direct team, as well as collaboration and relationship building with managers, members of other teams, and client-facing staff.

Requirements

Previous back-office operations or executive/administrative assistant experience, including experience in financial planning and/or the securities industry.
High-touch, direct client experience is essential.
Understanding of the value proposition of being a fee-only fiduciary
Excellent computer skills and general technical ability; comfort with navigating various software applications and systems.
Proficiency in Microsoft Office is required; experience with any CRM, portfolio management, and document management software is highly preferred.
Continuously exhibits personal integrity and professional initiative and a personable attitude.
Strong problem-solving and influence/consensus-building skills.
Strong communication and organizational skills.
Ability to work through questions and concerns collaboratively.
Required to be in the office at least two days per week, for the purposes of management and supervision of direct team, as well as collaboration and relationship building with managers, members of other teams, and client-facing staff.

Nice To Haves

Previous supervisory experience managing teams is a plus.

Responsibilities

Continues to act as a CSA for assigned clients.
Leads a team of Client Service professionals and optimizes Client Service operations by executing on the following:
Promotes department goals by motivating and training employees.
Coordinates and provides day-to-day oversight to employees including managing the CSA workload distribution and ensuring CSA back-up coverage during vacations and absences.
Leads their direct reports through the performance management lifecycle including:
Providing direction and support to employees on goal setting and career development planning.
Developing and delivering performance reviews as well as ongoing feedback conversations to support growth and development.
Making recommendations related to compensation (bonuses and increases) and communicating decisions with team members.
In collaboration with other Client Service team members, identifies and leads opportunities to make changes that improve operations across the team.
Engages with leaders, peers, and staff; share successes and promotes teamwork, collaboration and manages conflicts appropriately and efficiently.
Collaborates on CSA training materials and curriculum.
Assists leadership in setting strategic direction for key programs.
Serves as escalation point for challenging Client Service issues.
Collaborates closely with other managers in their respective office and region such as Client Ops Manager(s), Office Lead(s), the manager(s) of Advisor Associates and others outside of function to build team connectivity and positive team culture.
Utilizes CRM application to perform various functions, such as submitting/assigning tasks, running dialogues (onboarding/offboarding of clients, new contract, and RMD requests), creating new contact entries, updating existing contact information, utilizing the dashboard feature to track tasks, run reports, etc.
Exercises independent judgment across a broader range of areas. Addresses issues, future needs, and the adaptation of new processes, methods, and technologies.
Performs other duties as and when needed.