Director, Business Management Client Services

Mercer Advisors•Encino, CA

1d•Hybrid

About The Position

Why Work at Mercer Advisors? For 40 years, Mercer Advisors has worked with families to help them amplify and simplify their financial lives. How? By integrating financial planning, investment management, tax, estate, insurance, and more, all managed by a single team. Today we proudly serve over 31,300 families in more than 90 cities across the U.S. Ranked the #1 RIA Firm in the nation by Barron’s, we are an independent, national fiduciary legally obligated to always act in the best interest of our clients. Mercer Advisors offers a distinct work environment that stands out in the financial industry. Our overall employee base and client-facing team are composed of 50% women, reflecting our commitment to diversity. We attract top talent from across the country, with no formal headquarters and flexible working arrangements, allowing us to assemble the best team possible. Join us and be a part of a team dedicated to making a meaningful impact on the financial lives of families across the country. Mercer Advisors was ranked #1 for RIA firms with up to $70 billion in assets. The Barron’s top RIA ranking is based on a combination of metrics – including size, growth, service quality, technology, succession planning and others. No fee was paid for participation in the ranking, however, Mercer Advisors has paid a fee to Barron’s to use the ranking in marketing. Please see important information about the ranking criteria methodology here . Job Summary: The Director, Business Management Client Services , is responsible for overseeing financial operations and reporting for a portfolio of high net worth (HNW) clients. This role ensures accurate financial reporting, exceptional client service, and smooth day-to-day operations. In addition to managing client relationships, the supervisor leads a team of Business Managers, ensures compliance with firm standards, adherence to business management processes, supports strategic planning, and helps drive business growth through data analysis, reporting, and team development. Essential Job Functions for this role include: Primary Focus: Operational excellence + standardization + performance oversight Scope of Responsibility: Oversees delivery quality across multiple Business Managers and teams Owns Business Management standards, SOPs, and service consistency Drives performance management, KPIs, and delivery discipline Leads capacity planning and portfolio optimization Provides operational reporting and insights to senior leadership Span of Influence (vs. Control assuming the Business Managers report to the Partner): Indirect oversight of 5–12 Business Managers Visibility across 50–150+ client relationships Decision Authority: Business Manager process and client reporting standards, workflows, and delivery expectations Business Manager portfolio capacity thresholds and allocation recommendations Business Manager performance management and coaching direction Recommends Business Manager hiring based on capacity data Key Success Measures: Consistency and quality of client delivery across teams Capacity utilization and portfolio balance Reduction in delivery risk/errors/rework Adoption of standard practices Strength of operational reporting and insights

Requirements

12–15+ years of experience in Business Management, Family Office, Public Accounting, or related financial services
Demonstrated experience overseeing client financial operations and reporting for HNW/UHNW clients
Prior experience managing or supervising Business Managers or client service teams
Strong foundation in: Accounting and financial reporting Cash flow and budgeting Tax coordination processes
Experience implementing or managing standardized processes and operational frameworks
Strong operational leadership and execution focus
Ability to enforce standards while supporting team development
Advanced analytical and problem-solving skills
Detail-oriented with strong time and priority management
Effective communicator with the ability to translate expectations into action
Collaborative and team-oriented with a client-first mindset
High degree of integrity and discretion

Nice To Haves

CPA, CFP, or similar designation preferred

Responsibilities

Client Relationship Management Build and maintain strong, trust-based relationships with HNW clients.
Serve as a primary point of contact, anticipating client needs and providing proactive, high-quality service.
Communicate financial information clearly, offering tailored advice on financial matters.
Collaborate with external professionals (e.g., attorneys, agents, investment advisors) on behalf of clients.
Client Financial Oversight & Reporting Review & approve daily financial operations including accounting, bookkeeping, and reporting.
Prepare, review, and ensure accuracy of client financial statements (balance sheets, income statements, cash flow statements).
Conduct account reconciliations and analyze financial data for trends, risks, and opportunities.
Manage client budgets and forecasting, offering strategic financial recommendations.
Ensure compliance with regulatory standards and firm policies.
Team Leadership & Supervision Lead, coach, and mentor Business Management Supervisors supporting HNW clients.
Provide performance feedback, oversee workload management, and promote a collaborative team culture.
Train new hires and ensure all team members understand client processes, systems, and expectations.
Monitor staff performance through dashboards, monthly business reviews, and key reporting metrics.
Data, Reporting & Analytics Oversight Develop and maintain client reporting systems and dashboards.
Analyze complex financial and business datasets to extract meaningful insights for decision-making.
Ensure accuracy, clarity, and reliability of all reports and analytics outputs.
Collaborate across departments to translate business needs into actionable reports and data tools.
Track key performance indicators (KPIs) and recommend improvements based on findings.
Strategic Planning & Process Improvement Contribute to firmwide strategic planning and client growth strategies.
Identify and implement business management supervisor level process improvements to enhance operational efficiency and client service.
Collaborate with leadership to align team performance, targets, and deliverables organizational goals.
Support business development efforts through insight-driven proposals and relationship management.
Problem Solving & Issue Resolution Handle complex or escalated client issues with discretion and professionalism.
Identify root causes of challenges and implement long-term solutions.
Maintain consistent communication with leadership regarding risks or opportunities within the client portfolio.

Benefits

Mercer Advisors offers a competitive and robust benefit package to our employees.
Our benefit programs are focused on meeting all of our employees and their eligible dependents health and welfare needs.
We offer the following:
Company Paid Basic Life & AD&D Insurance
Company Paid Short-Term and Long-Term Disability Insurance
Supplemental Life & AD&D; Short-Term Disability; Accident; Critical Illness; and Hospital Indemnity Insurance
Three Cigna medical plans offerings including two High Deductible Health Plans and a Traditional Co-Pay medical plan.
Kaiser Medical plans available in California
Health Savings Account (HSA) with company contributions if enrolled in either HDHP medical plan.
Two comprehensive Dental Plans
Vision Insurance Plan
Dependent Care Savings Account for child and dependent care.
14 Company Paid Holidays including a full week off at Thanksgiving.
Generous paid time off program for vacation and sick days
Employee Assistance Plan
Family Medical Leave
Paid Parental Leave (8 weeks)
Maternity benefits utilizing company paid STD, any supplemental STD, plus Parental Leave (8 weeks) to provide time for recovery, baby bonding, and enjoying your family time.
Adoption Assistance Reimbursement Program
Company Paid Concierge Services for you and your loved ones for the spectrum of caring needs for your aging parents, young children, life’s challenges and more.
401(k) Retirement Plan with both Traditional and Roth plans with per pay period match as well as an after-tax option
Pet Insurance