Client Service & Advisor Experience, Vice President - Wealth Custody and Clearing

State Street•Boston, MA

20h

About The Position

Wealth Custody and Clearing is seeking an experienced Vice President, Client Service & Advisor Experience to serve as the operational leader and execution partner to the Managing Director of Customer Experience & Advisor Support. This role is responsible for translating service strategy into consistent, high-quality execution across advisor-facing teams, tools, and workflows. It is ideal for a hands-on leader who excels at building, scaling, and running service organizations. The Vice President oversees the day-to-day delivery of advisor and client support, ensuring advisors feel heard, supported, and confident, especially during operational issues or complex client situations. The role requires a leader with sound judgment, strong people leadership, and operational rigor, who is also proficient in data, technology, and service performance insights. This position spans phone, chat, and digital service models, ensuring seamless transitions from AI-enabled tools to human support and using data analytics to inform service delivery and continuous improvement. The Vice President is central to implementing and operating modern service platforms like Salesforce Service Cloud and Agentforce, ensuring workflows, escalation paths, data models, and advisor experiences are intentionally designed, measurable, and scalable. Reporting directly to the Managing Director, this role is crucial for execution, consistency, and progress towards a more predictive, insight-led service model as the platform grows. As Wealth Custody and Clearing expands, success depends on disciplined and empathetic execution of a strong service vision. This role is accountable for realizing that vision in the daily experience of advisors and clients. It is critical for establishing the analytics foundation to understand advisor behavior, identify trends, and anticipate issues, while empowering service teams to triage, act, and resolve problems quickly within clear control and escalation frameworks. The Vice President ensures technology, data, and AI are thoughtfully applied to enhance human service experiences.

Requirements

Strong experience leading client service or advisor support teams within broker‑dealer, custody, or wealth management environments.
Proven ability to operationalize strategy and lead execution at scale.
Demonstrated success building empowered service organizations—not traditional call centers.
Advisor‑centric mindset with a strong appreciation for relationship‑based service.
Experience operating in regulated environments with appropriate supervisory and escalation discipline.
Hands-on experience implementing or operating Salesforce Service Cloud.
Ability to partner effectively with technology, product, and operations teams to translate service needs into scalable platform solutions.
Strong judgment, emotional intelligence, and leadership presence, particularly in high‑pressure or sensitive situations.
Interest in leveraging automation, analytics, and AI to improve service outcomes without eroding trust.
Clear communicator with strong cross‑functional and stakeholder management skills.
Undergraduate degree.
7–10 years of relevant experience in client service, advisor support, or wealth operations.
Industry licenses (e.g., Series 7, Series 63/66, Series 24) or ability to obtain within required timeframe.

Nice To Haves

3–5 years of people leadership experience strongly preferred.
Prior experience supporting or implementing Salesforce Service Cloud, including Agentforce or similar advisor‑service platforms, strongly preferred.
Experience operating hybrid digital + human service models at scale preferred.

Responsibilities

Act as the day‑to‑day execution leader for client service and advisor support, ensuring consistency, quality, and accountability across all service channels.
Serve as the primary execution partner to the Managing Director, translating service strategy and roadmap objectives into operational plans and results.
Oversee and empower frontline advisor service teams supporting inbound phone, chat, and digital inquiries—ensuring effective triage, timely resolution, and intelligent escalation when supervisory or specialist oversight is required.
Lead, coach, and develop people leaders and frontline associates, reinforcing a culture of ownership, empathy, accountability, and continuous improvement.
Partner closely with Trading, Cashiering, Asset Servicing, Compliance, Risk, Technology, and Product teams to deliver seamless end‑to‑end advisor support.
Drive adoption and optimization of hybrid service models that blend AI‑enabled tools, Salesforce Service Cloud, Agentforce, self‑service, and human expertise.
Act as a key business partner in the implementation and ongoing refinement of Salesforce Service Cloud workflows, case management, routing, and advisor‑facing experiences.
Own the definition and evolution of client service and advisor experience KPIs, operating deeply in performance data to identify trends, root causes, and opportunities to move the organization from reactive to predictive, proactive support.
Ensure service workflows, escalation models, and operational controls are clearly documented, effective, and scalable.
Champion simplification, automation, and AI‑assisted workflows to reduce advisor effort and time to resolution.
Support oversight of third‑party service partners to ensure alignment with experience standards and operational expectations.
Serve as an escalation point for complex, sensitive, or high‑impact advisor situations, ensuring thoughtful handling and resolution.
Represent the service organization in cross‑functional forums to ensure advisor experience considerations are embedded in platform decisions and delivery timelines.

Benefits

retirement savings plan (401K) with company match
insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages
paid-time off including vacation, sick leave, short term disability, and family care responsibilities
access to our Employee Assistance Program
incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans)
eligibility for certain tax advantaged savings plans
inclusive development opportunities
flexible work-life support
paid volunteer days
vibrant employee networks