Head of Client Service

Kestra • Austin, TX

2d

About The Position

Kestra Financial is seeking a transformational Head of Client Service to lead the company’s day-to-day human-assisted engagement strategy. Ensuring people and process are our differentiators and become a strategic enabler across all business lines to modernize and simply the way we engage, connect, and support our affiliated Advisors and their teams as partners. This senior role will be responsible for driving Kestra Financial service vision, strategy, governance, and delivery—unlocking value through optimized processes, AI/ML models, platform modernization, powering scale, growth and improved advisor, investor and employee experiences. This individual will serve as the bridge between the day-to-day business of our clients with compliance, risk, and wealth management, working closely with all business unit leaders across Kestra’s diverse entities to understand their priorities and ensure knowledgeable team members are supporting delivery every day. This role will also work closely with the Head of Operations & Onboarding as Architect of the front of the house delivery for Kestra Financial. The ideal candidate will combine passion for service and people, with operational acumen, transformational excellence, and a hands-on understanding of financial services.

Requirements

• 10+ years of progressive experience in financial and/or wealth services industry with at least 5+ years in a senior leadership capacity.
• Demonstrated success driving service strategy and transformation in a financial services or wealth management context.
• Deep understanding of financial services business models, including broker-dealer, RIA, finance advice.
• Experience assisting with FINRA, Federal & State audits and inquiries as needed.
• Executive presence with the ability to translate service into business language to influence C-level stakeholders, and gain client followership’s
• Experience evaluating risks and making independent decisions and prioritizing communication to executive management.
• Communicate expectations to staff and field in a clear and concise manner.
• Collaborative and relationship oriented, working well in a team environment.
• Strong analytical skills, including the ability to identify problems and provide effective solutions.
• Must demonstrate corporate mission statement and advisor first culture.
• Must be proficient with Salesforce, Microsoft Outlook, Word, Excel and PowerPoint.
• Series 7 and 24 are required within 6 months.
• Series 63 or 66 preferred.

Nice To Haves

• Series 63 or 66 preferred.

Responsibilities

• Develop and lead the Kestra Financial human assisted service delivery strategy, including concierge, case management, technology solutions, new account opening and maintenance in alignment with Kestra’s strategic goals.
• Define a multi-year roadmap for transformation that enables an elevated client experience, building service culture across the firm, reliable decision-making and empowerment at all levels of the Operating Group, proactive and anticipatory client management, and process optimization opportunities.
• Act as a strategic partner to business unit heads across Kestra’s subsidiaries (Kestra Private Wealth Services, Bluespring Wealth Partners, Kestra Investment Management, Kestra Insurance Partners, Ardent Trust) to enhance the client experience.
• Proactively identify use cases where processes or services can enhance advisor offerings, or differentiate Kestra in the marketplace.
• Translate complex business challenges into opportunities by developing a multi-year roadmap that puts Kestra above our competition.
• Design and implement reliable, timely, and human-assisted processes for advisors and clients that creates efficiency, proficiency and optimized their efficiencies.
• Partner with product and platform leaders to infuse experiential insights directly into advisor workflows, that reduced day to day friction, call volume and processing time.
• Leverages client forums, conferences, councils and day-to-day engagement to complement a Voice of Client approach to prioritizing multi-year roadmaps.
• Collaborates with advisors/clients and Kestra to manage out-of-the-box or complex situations that arise day-to-day.
• Lead and support the deployment of AI/ML models in use cases such as speed to delivery, speed of delivery, cost to serve and operational efficiency across home office as well as partnering internally on advisor self-serve capabilities.
• Modernize staffing forecasts for annual budget planning, day to day staffing, and cost to serve efficiency.
• Work with Head of Operations to identify emerging technologies and platforms in AI, GenAI, to drive continuous innovation in the area of responsibility.
• Ensure compliance with all regulatory standards in partnership with Legal and Compliance teams.
• Collaborate with the EVP/Client Experience Officer, Operating Group leaders, Wealth Management, Technology & Product, Marketing, Communications, Finance, Human Resources, and other key stakeholders to deliver on Kestra’s data and analytics agenda.
• Partner closely with Head of Client Experience to ensure operational proficiency of our Advisors & Staff for a smooth day to day experience. Embed Voice of Customer tools for daily connectivity to customer satisfaction.
• Serve as the connective tissue between enabling functions such as business development, wealth management and advisor engagement to delivery on promises and exceed expectations of our Advisors and their staff.
• Build and lead cross-functional service teams spanning: Concierge, Case Management, Technology Solutions, Account Services
• Foster a high-performing, collaborative, and inclusive culture with a focus on operational literacy, innovation, and continuous improvement.
• Mentor and develop talent while structuring the team to support both enterprise and line-of-business needs.
• Champion the recruitment, retention, and development of top talent to support Kestra Financial strategic goals.
• Ensure open and transparent communication with KFI President, EVP Client Experience and key stakeholders about opportunities, risks, and progress within operations.
• Act as a operational evangelist within and outside the organization—influencing culture, policy, and our future through industry associations, committees and conferences.

Benefits

• Competitive pay and benefits with a large employer (over 1600 employees nationwide)
• 401(k), health insurance, and a competitive benefits package
• Work in a supportive, collaborative environment committed to professional excellence
• Help clients navigate meaningful financial decisions with confidence
• Opportunities for training, development, and long-term growth within the firm
• Tuition reimbursement for qualified expenses

What This Job Offers

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