Director, Investor Services US Wealth

Wellington Management • Boston, MA

7d • Hybrid

About The Position

We are seeking a Director, US Wealth Investor Services to lead the design, execution, and continuous evolution of the servicing model supporting our U.S. Wealth platform, with a focus on alternative investment solutions. This role is responsible for delivering a high-quality, scalable servicing experience across financial advisors, investors, and intermediary partners, including wirehouses, IBDs, RIAs, private banks, and family offices. The Director will own the end-to-end investor lifecycle and will drive operational efficiency, productivity, and service quality through a combination of process design, technology enablement, and cross-functional partnership. The Director is accountable for defining and managing the servicing operating model across segments, including clear ownership, handoffs, and escalation pathways. This individual serves as the senior authority for servicing delivery and performance, with direct responsibility for establishing, implementing, and managing team-level KPIs tied to responsiveness, resolution, platform activation, advisor experience, and overall SLA adherence. Success in this role will be defined by the ability to build a disciplined, metrics-driven servicing function that scales with the business while maintaining a consistent best-in-class investor experience. The Director will partner closely with Distribution, Product, Fund Operations, Technology, Legal, Compliance, Marketing, and external service providers to strengthen servicing outcomes across all touchpoints. This role is ideal for a leader who understands how servicing excellence, operational rigor, and strong relationship management directly support the growth of a modern private wealth platform.

Requirements

• Investor Servicing Expertise: Deep knowledge of alternatives and traditional products, investor lifecycle servicing, and wealth platform operations, including experience with evergreen and semi-liquid structures.
• Operational Leadership : Demonstrated ability to build and scale servicing models, improve workflows, and drive operational efficiency in a growth-oriented environment.
• Advisor & Client Experience Focus: Strong understanding of advisor needs and the role servicing plays in enabling distribution success.
• Collaboration & Influence: Proven ability to partner cross-functionally and build relationships with internal teams and external stakeholders.
• Management: Accountable for leading, developing, and coaching a team of Analysts and Managers, driving performance and ongoing talent progression.
• Technology & Process Orientation: Experience leveraging CRM systems, investor platforms, and reporting tools to improve servicing outcomes and advisor productivity.
• Strategic Execution: Ability to translate strategy into execution while operating effectively at both strategic and tactical levels.

Nice To Haves

• 10–15+ years of experience in investor services, private wealth servicing, alternatives operations, or wealth platform infrastructure
• Significant experience supporting alternative investment products within the U.S. Wealth channel
• Strong knowledge of onboarding, suitability, subscription/redemption processing, and transfer agency coordination
• Experience working with wirehouses, RIAs, private banks, and broker-dealers
• Proven leadership experience with the ability to manage teams and cross-functional initiatives
• Strong communication, problem-solving, and stakeholder management skills
• Ability to operate effectively in a fast-paced, growth-oriented environment

Responsibilities

• Lead the investor services function supporting advisors, investors, and intermediary partners across investment products
• Define and scale a high-quality servicing model, including service standards, SLAs, escalation protocols, and overall operating framework
• Own and manage a KPI-driven servicing model, with accountability for performance across responsiveness, resolution, platform activation, advisor experience, and operational throughput
• Serve as the senior escalation point for complex onboarding, subscription/redemption activity, servicing inquiries, and platform-related issues
• Oversee the end-to-end investor lifecycle, including onboarding, AML/KYC, subscriptions, redemptions, transfers, account maintenance, and reporting across product structures
• Partner with Distribution and National Accounts to support platform onboarding, integration, and advisor servicing, while maintaining key relationships with custodians, transfer agents, and service providers
• Drive operational efficiency and scalability through workflow optimization, automation, and technology enablement across CRM, investor platforms, and reporting tools
• Lead cross-functional coordination and team execution, including readiness for product launches, platform expansion, and new distribution relationships, while maintaining strong compliance and risk management practices

Benefits

• retirement plan
• health and wellbeing
• dental
• vision
• pharmacy coverage
• health savings account
• flexible spending accounts
• commuter program
• employee assistance program
• life and disability insurance
• adoption assistance
• back-up childcare
• tuition/CFA reimbursement
• paid time off (leave of absence, paid holidays, volunteer, sick and vacation time)

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed