Director, Client Services

ORION•Philadelphia, PA

2d•$108,245 - $169,933•Hybrid

About The Position

As a Director, Client Services, you will provide a high level of client service regarding the relationship between client and Orion. This position will help establish short-term goals, strategies, plans and policies for subsequent teams. As we continue to evolve and live our Orion values, we are looking for someone to grow with us. It is anticipated that an incumbent in this role will work as a Hybrid employee, with three (3) or more days each week required on-site at one of the listed office locations. Candidates should be located within a commutable distance to an office. Internal candidates currently aligned to an Orion office location may be given preference; however, internal candidates with varying work arrangements may be considered based on experience and business needs. Work location is subject to change based on business needs.

Requirements

Has a minimum of a Bachelor of Science in Business Administration, Finance, or related field
Possess a minimum of 10 years of customer services-related or multiple operations team experience required, with at least 2-4 years of experience with OAS or affiliated company
Has a minimum of 3-5 years of management/leadership experience
Possess prior experience working within financial services industry
Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization

Nice To Haves

Change Management
Conflict Resolution
Cross-Functional Collaboration
Customer Experience (CX)
Decision Making
Financial Management
Performance Optimizations
Risk Management
Strategic Thinking
Technical Integration

Responsibilities

Manage employees within department including but not limited to hiring, training, and developing employees, delegating work assignments, writing, and conducting performance appraisals, salary recommendations, coaching and counseling, and administering corrective actions
Create and maintain an atmosphere of appreciation and understanding of advisor and investor issues
Create and maintain a structure that allows the Sales department to focus on the new opportunities
Create and maintain a structure that can be expanded to accommodate growth
Create and maintain a phone answering system that greatly enhances the client’s probability of interacting with a live voice who is capable of resolving their issue and/or request
Provide leadership, direction, strategy, performance feedback and effective support for the Client Services department and managers
Provide a proactive process to work with advisors and their clients on the on-going maintenance of their accounts
Work closely with other OWM departments and subject matter experts on improvement projects for the firm
Work with VP, Client Service to develop and ensure quarterly strategic goals are met
Review outstanding task lists on a weekly basis with team managers
Review key metrics on a daily basis with team managers
Monitor and maintain Orion Key Performance Indicator (KPI) records/reports
Act as an escalation point for escalated issues and complex problems; resolve where appropriate in order to provide effective support
Conduct one-on-one meetings with managers on a regular basis
Advise and assist managers and customers on systems, special projects or processes and research to maximize service quality, efficiency and continuity
Provide back-up support to management team during times of absence
Proactive training and through leadership communication and presentations to our advisors and clients
Develop process and efficiency improvements to the advisor experience
Improve upon service defects that are identified
Ensure team adherence to all compliance and security policy and procedures
Lead a department or large functional area, overseeing multiple teams and managers to deliver on strategic and operational objectives
Influence and allocate departmental resources to achieve financial, performance, and service outcomes. Set clear goals, metrics, and accountability standards to measure progress against business targets
Coach senior managers and emerging leaders, ensuring effective succession planning, performance management, and leadership readiness across the department
Build a culture of accountability, continuous improvement, and inclusion by modeling effective leadership, reinforcing company values, and promoting teamwork across teams and business lines
Drive process optimization and operational excellence by identifying and implementing improvements that enhance quality, scalability, and efficiency
Make decisions impacting departmental goals, priorities, and resource utilization; escalates complex or cross-functional issues to senior leadership as needed
Strengthen cross-functional consistency through clear communication, data-backed insights, and proactive engagement with peers and executive stakeholders
Anticipate future business needs, aligns department plans with enterprise strategy, and contributes to long-range organizational planning and innovation