Manager, Client Service

Focus Financial Partners•Needham, MA

42d•$100,000 - $110,000•Hybrid

About The Position

Focus Partners is seeking a Manager, Client Service to lead delivery of a high-quality, consistent client service experience while managing and developing a team of Client Service professionals. The role combines hands-on operational leadership with people management, escalation ownership, and continuous improvement to ensure service standards are met and upheld. The Manager serves as a trusted partner to advisors, internal teams, and custodial partners, guiding the team in providing exceptional service to advisory teams and clients. Responsibilities include directing daily team activities, overseeing complex issues and custodian escalations, and collaborating with Client Service, Core Operations, and Platform Operations. The position calls for flexibility, sound judgment, proactive leadership, and consistent follow-through in a dynamic environment. The role follows a hybrid schedule: three days per week in the office, with the option to work remotely two days per week, or as assigned by the team leader. It is an exempt position with an expected annualized base salary range of $100,000–$110,000. Actual base pay may vary based on experience, subject matter expertise, work location, and skill set. Additional compensation may include an annual cash bonus and benefits such as medical, dental, vision, life insurance, and a 401(k).

Requirements

At least 5 years of experience in the financial services industry, including at least 3 years in the RIA industry.
Demonstrated leadership ability, sound judgment, integrity, discretion, and the trust of colleagues.
Ability to independently resolve complex or escalated service issues.
Strong coaching and people leadership skills, including the ability to motivate and develop team members.
Commitment to delivering an outstanding advisor and client service experience.
Excellent communication, active listening, organizational, and relationship-management skills.
Ability to collaborate effectively with stakeholders at all levels and work well with diverse personalities.
Self-starter with a strong bias for action and the ability to prioritize and manage multiple initiatives in a fast-paced environment.
Strong problem-solving skills, attention to detail, and consistent follow-through.
Extensive knowledge of industry back-office practices and custodial platforms, including Charles Schwab and Fidelity.
Fluency with service and workflow tools such as CRM systems (Salesforce), Orion, Pontera, and related platforms.

Nice To Haves

At least 2 years of experience supervising or managing service-oriented or operational teams.

Responsibilities

Manage daily Client Service activities, ensuring appropriate coverage and consistent service levels.
Prioritize work and adjust resources based on fluctuating volumes, market activity, and seasonal demands.
Provide support during high-volume or high-stress periods to maintain service continuity and team stability.
Own complex, escalated, or non-routine service issues involving advisors, clients, internal teams, or custodial partners, and drive their resolution.
Identify recurring issues and work with stakeholders to address root causes and improve outcomes.
Maintain a limited CSA workload to preserve direct client engagement and provide hands-on team support.
Lead, develop, and unify a geographically dispersed Client Service team through clear expectations, accountability, and engagement.
Coach team members, provide regular feedback and performance coaching, and support professional growth and departmental and firm-wide goals.
Recruit, onboard, train, and develop Client Service team members.
Address performance and conduct matters in accordance with firm policy.
Foster a positive, collaborative team culture and support employee engagement initiatives.
Run team meetings to align priorities and reinforce standards.
Monitor service metrics and trends to assess workload, capacity, and coverage needs.
Promote consistent service delivery through standardized expectations and best practices.
Identify risks, bottlenecks, and resource constraints; pursue efficiencies through tools, processes, and documentation.
Use CRM and service tools to improve workflow management, visibility, and accountability.
Build trust-based relationships with advisory teams and leadership, advocating for Client Service while balancing advisor expectations, client experience, and firm priorities.
Partner with Operations, Platform, Compliance, and other internal teams on service delivery and change management.
Coordinate with leadership to anticipate challenges and define actionable solutions.
Lead communication and represent Client Service in firm initiatives, projects, and cross-functional efforts.