Client Services Team Lead

AssetMark•Charlotte, NC

2d•$80,000 - $106,500•Hybrid

About The Position

Adhesion, an AssetMark subsidiary, is a $13B AUM Unified Managed Account Platform designed for Registered Investment Advisors. The company is seeking a motivated individual to serve as the Team Leader of their Client Service Support team. This role involves mentoring and coaching a team of four to eight Client Support Specialists, reinforcing service best practices, fostering a culture of consistency and accountability, and supporting the VP of RIA Service in creating a highly engaged, high-performing team. The ideal candidate will have strong expertise in client service processes and a high level of familiarity with financial services and the investment advisory industry. Experience with financial technology platforms and managed accounts is preferred. Candidates should be comfortable communicating directly with advisors, serving as an escalation point for complex issues, and partnering with other departments to resolve client concerns and identify opportunities for improvement. The Team Leader will work alongside the team to resolve complex client service issues, ensure commitments to clients are met or exceeded, communicate information clearly and proactively, and facilitate prompt and effective resolutions. This position can accommodate a hybrid work schedule and requires proximity to offices in Phoenix, AZ or Charlotte, NC.

Requirements

5-10 years in a service team supporting RIAs or similar experience
2 years in a leadership or mentoring role
Experience maintaining and reporting on Service Standard program KPIs
Experience with professional development of employees
Experience delivering top-notch Client Service with enthusiasm and commitment to assisting leadership in building well-defined strategies and pursue long-term goals with energy and tenacity
Dynamic and credible professional who communicates with clarity and has exceptional presentation skills
Solid comprehension or ability to quickly learn the firm’s range of solutions as each applies to specific advisor type. Solutions include: SMAs, UMAs, Tax Management, Overlay Services, Tax Transition, various partnerships as well as general consulting services
Excellent judgment and decision-making skills
Strong interpersonal skills: ability to quickly build strong relationships with other leaders, members of the integrated team and other internal partners
Ability to adapt to and lead in a rapidly changing business and technology environment
Dependable and consistently meets deliverables
Candidates must be legally authorized to work in the US to be considered. We are unable to provide visa sponsorship for this position.

Nice To Haves

Experience with financial technology platforms and managed accounts is preferred.

Responsibilities

Lead, coach, and develop a team of four to eight Client Support Specialists.
Build a positive, collaborative, and accountable team culture.
Train team members on service standards, processes, tools, and best practices.
Develop and improve service processes and workflows to increase consistency and efficiency.
Monitor service performance, KPIs, and daily reporting; share results with the VP of RIA Service.
Identify performance gaps, root causes, and improvement opportunities; partner with colleagues and leadership to implement corrective actions.
Serve as the primary escalation point for complex advisor and client service issues.
Resolve client concerns promptly while reinforcing a high-quality, client-focused service experience.
Develop a deep understanding of advisor and client needs to continuously improve the client experience.
Build strong partnerships with internal teams to support timely issue resolution and ongoing service improvement.
Ensure team readiness for new capabilities and product launches.