Director, Client Services (Wealth Management)

Bartlett Wealth Management • Cincinnati, OH

22h • Hybrid

About The Position

The Director of Client Services leads Bartlett Wealth Management’s Client Services team, ensuring consistent, high-quality service across all offices. This role oversees staff performance, operational effectiveness, and process improvement while leading the strategic vision for service operations, aligning priorities, improving efficiency, and supporting a differentiated client experience. This role involves operational leadership, team leadership and management, client service and wealth management operations, technology and process optimization, and decision-making and execution.

Requirements

• Associates or Bachelor’s degree in business, finance, economics, accounting, or related field.
• 7-10 years of administrative and client service experience within a wealth management, Registered Investment Advisor or financial services environment.
• 5-8 years of leadership experience, managing teams, preferably across multiple locations.
• Willingness to travel to other office locations, including Chicago and Louisville (and future locations as the firm grows), approximately 2 – 4 times per year or as business needs require.
• Experience leading teams, improving operations, overseeing client administrative processes, and communicating effectively with senior leadership.
• Direct experience performing and overseeing client administrative processes (i.e., account openings, custodial paperwork, transfers).
• Strong communication, organizational, and leadership skills, with the ability to effectively partner with and manage up to senior leadership.
• Project management experience or certification.
• Proven ability to design and improve business processes and build scalable operational systems.
• Working knowledge and strong understanding of CRM systems (i.e., Salesforce, Practifi) and their application in driving efficiency.
• Working knowledge of portfolio management platforms (i.e., Addepar) and custodian systems (i.e., Schwab, Fidelity, Pershing).
• Proficiency in Microsoft Office applications, primarily Word, Excel, and Outlook.
• Strategic, confident leader who turns vision into action and drives accountability and results.
• Operationally focused with a continuous improvement mindset.
• Technologically proficient and comfortable leveraging systems to enhance performance.
• Strong emotional intelligence with the ability to build trust and relationships.
• Effective communicator, collaborator, and team builder.

Nice To Haves

• Prior experience or familiarity with EOS tools and structure is a plus.
• Prior experience integrating or optimizing tech stacks, preferred.
• Prior experience with document management, e-signature, and PDF applications, preferred.

Responsibilities

• Shape and execute the Client Services operating model and contribute to firm-wide strategic planning efforts.
• Establish clear goals, track progress through KPIs and scorecards, and keep processes documented.
• Improve and standardize client service processes and workflows across all offices.
• Identify and resolve operational inefficiencies and systemic bottlenecks.
• Provide financial input through budget recommendations and monitor departmental expenses.
• Attend monthly firm and service meetings.
• Lead and oversee Client Services staff members across all offices.
• Handle key manager responsibilities, including job descriptions, timecard and PTO approvals, and compensation recommendations.
• Lead monthly Client Relationship Associate Team Lead meetings and quarterly Client Services team meetings.
• Set clear expectations and goals, provide regular coaching and feedback, and encourage empowerment, collaboration, and continuous improvement.
• Ensure team members have the tools, resources, and training necessary to deliver high-touch, high-quality service.
• Drive talent strategy and workforce planning.
• Manage team workload and backup coverage.
• Drive employee engagement strategies and initiatives for the Client Services team.
• Champion proactive client service, client advocacy, and problem resolution.
• Partner with Human Resources on employee relations matters.
• Provide oversight of core client service workflows, including new account openings, transfers, money movements, custodial paperwork, and ongoing client service activities.
• Ensure accuracy, timeliness, and adherence to regulatory and operational standards.
• Resolve complex or escalated issues or inquiries.
• Maintain strong communication with Advisors.
• Serve as key liaison between Client Services, advisors, operations, administration, and external partners.
• Lead and participate in firmwide initiatives and special projects.
• Support effective use of technology across the Client Services team, with a focus on CRM utilization and workflow integration.
• Evaluate and implement tools that enhance client service delivery, operational efficiency, and team productivity.
• Lead change management efforts.
• Oversee changes to processes and technology.
• Stay informed on industry best practices and implement improvements.
• Make sound, timely decisions and turn strategic priorities into clear plans and action.
• Proactively identify challenges and remove barriers to team and organizational success.

Benefits

• A Top Workplace winning culture built on teamwork, integrity, and diligence.
• Engaging work environment.
• Opportunity for professional growth and development.
• Competitive salary and eligibility for annual firm profitability/individual performance incentive.
• Comprehensive benefits package includes medical, dental, vision, life, and long-term disability insurance, flexible spending accounts.
• 401(k) plan with match and profit-sharing contribution.
• Generous paid time off.
• Paid parental and medical leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: Associate degree