LW - Client Service Associate Manager

Huntington National Bank•Houston, TX

13d•Onsite

About The Position

Responsible for managing the firm’s Client Service team, including its staff, daily operations, as well as team engagement with clients and other internal firm departments. This role involves working with clients to open and/or service portfolio accounts per the request of a Wealth Advisor and attending client meetings as needed. The Associate Manager will develop and refine practice standards for Client Service, create policies and procedures, and work closely with third-party custodial service teams to ensure high standards of engagement and efficiency. Additionally, this role is responsible for designing the Client Service team's career path, training, and recruitment to ensure depth and succession. Regular updates on Client Service matters will be provided during Advisor Team Meetings and firm staff meetings. A key focus will be ensuring strong communication between Client Service and other departments, particularly Operations and Wealth Advisory. The role also includes completing performance reviews, supporting personal development, and developing quality control systems for Client Service, especially for onboarding and new accounts. Collaboration with internal teams to continue ongoing digital transformation is also a responsibility. The Associate Manager must understand and support the firm’s vision, mission, and strategy, identify department goals in conjunction with firm goals, and ensure a strong team culture with high communication, collegiality, excellent service, and execution. Staying apprised of firm policies, CS team practice standards, financial markets, and related developments is crucial, as is compliance with all HR and Compliance policies.

Requirements

Bachelor’s degree (B.A. or B.S.) from a four‐year college or university, preferably with a degree in business, finance or a related field.
No certificates or licenses required.
10+ years of experience in the area of Client Service.
Proficient with Microsoft 365 (Word, Excel, Outlook, PowerPoint).
Superior organizational and time management skills and ability to multitask under pressure.
Strong attention to detail, accurate compilation of information, while adhering to internal deadlines.
Excellent interpersonal communication skills, both verbal and written.
Proactive, strong work ethic and stable work history.
Professional appearance and demeanor.
Ability to work well in a team environment.
High attention to detail and timely follow-through.

Nice To Haves

Prior leadership/management experience preferable.
Prior experience with Fidelity, Schwab custodial platforms.
Experience with CRM and Portfolio Accounting System, and Document Management software is a plus.

Responsibilities

Manages the Client Service Team.
Responsible for the overall direction, coordination, and evaluation of Client Service employees.
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Works with clients to open and/or service portfolio accounts per request of Wealth Advisor.
Attend meetings with clients as needed.
Develop and refine practice standards for the area of Client Service, working with the team to create and define policies, procedures and best practices.
Work closely with our third-party custodial service teams to ensure engagement and service standards remain highly effective and efficient.
Design Client Service team career path, working to train and recruit team members to ensure the team has a strong veteran presence, depth, succession and sufficient back-up.
Provide routine updates during Advisor Team Meetings and firm staff meetings on matters related to Client Service.
Work to ensure there is strong communication between Client Service and all other departments, particularly, Operations and Wealth Advisory.
Complete performance reviews and work with Client Service team members on personal development, training, goals, etc.
Develop a system of quality controls and review for Client Service, particularly for the onboarding and new accounts process.
Work closely with internal teams to continue ongoing digital transformation.
Understand and support the firm’s vision, mission, and strategy.
Identify department goals, priorities and timelines, working in conjunction with firm goals and long-run, strategic plan.
Ensure a strong team culture, high degree of communication, collegiality, excellent service and execution.
Stays apprised of LW firm policies, CS team practice standards, financial markets, and other related developments that impact LW and its clients.
Comply with all the firm’s HR and Compliance policies.