Client Service Leader

NFP•San Rafael, CA

6d•Hybrid

About The Position

Client Services is the connective tissue of the firm. Our CS professionals own the client relationship end to end, partnering daily with advisors and their teams to deliver a seamless, high-quality experience for every client we serve. We are building a CS leadership team that holds the standard for service excellence across the organization. That means developing and managing CS professionals who take ownership, setting and enforcing service standards, and working closely with advisory teams, compliance, technology, and data operations to ensure clients receive informed, consistent service at every touchpoint. We are looking for experienced client services professionals who bring deep operational knowledge, strong people leadership, and a genuine commitment to the client experience. If that describes you, we want to hear from you.

Requirements

Minimum 10 years of experience in financial services with significant client service operational expertise.
Minimum 5 years of people management experience, including demonstrated ability to manage managers and oversee teams across multiple locations or functions.
Track record of leading strategic initiatives and driving process improvement across a client services function.
Expert proficiency across major custodial platforms (Schwab, Fidelity, and Pershing) and CRM systems required.
Expert-level knowledge of custodial platforms: Schwab, Fidelity, and Pershing, including account structures, transaction processing, and escalation management.
Deep understanding of RIA client service operations: account onboarding, money movement, and regulatory requirements.
Familiarity with alternative investment subscription document processing, including outside manager requirements, account eligibility, and access across custodial and private investment portals.
Proficiency in Salesforce and CRM systems, including workflow design and reporting.
Strong written and verbal communication skills with the ability to represent Client Services to advisors, leadership, and external partners.
Comfort with difficult conversations at the team, peer, and senior stakeholder level.
Ability to present complex operational topics clearly and with authority.
Bachelor's degree or equivalent directly related experience.

Nice To Haves

Advanced degree preferred.

Responsibilities

Set, communicate, and enforce service standards with teams, holding staff accountable to the client experience the firm expects.
Build strong working relationships with advisors and their teams, serving as a trusted partner on client service matters.
Collaborate across functions, including investment, compliance, technology, and operations, to resolve issues and deliver on client needs.
Represent Client Services in cross-functional settings and communicate the team's work, standards, and needs to leadership and partners.
Manage competing priorities across advisory teams while maintaining consistent service delivery standards.
Support advisor integrations or onboarding, including familiarity with the operational workflows, timelines, and coordination required to bring an advisory team onto a new platform and service model.
Manage client services teams with accountability for performance, development, and service delivery standards.
Develop managers and frontline staff, through structured coaching, feedback, and individual development planning.
Give direct feedback, and address performance issues constructively.
Build accountability structures and hold teams to consistent standards across locations or functions.
Identify systemic gaps, design solutions, and drive implementation across teams or regions.
Manage structured, multi-phase programs with defined milestones, owners, and reporting cadences.
Interpret metrics, identify trends, and translate findings into action.
Contribute to or lead firm-wide initiatives that required cross-functional coordination.
Own or contribute to an operational playbook, including building integration frameworks, training curricula, process templates, and handoff standards that scale across engagements.
Manage multiple concurrent initiatives with overlapping timelines, maintaining quality and accountability across each.
Engage founders, senior advisors, or executive stakeholders with credibility, communicating the CS model, service standards, and integration expectations in a way that builds confidence and trust.