Manager, Client Service

Focus Financial Partners•St. Louis, MO

56d•$80,000 - $90,000•Hybrid

About The Position

Focus Partners is seeking a Manager, Client Service to lead the delivery of a high-quality, consistent client service experience while managing and developing a team of Client Service professionals. The role balances operational leadership with people management, ownership of escalations, and continuous improvement of service processes to ensure service standards are upheld. The Manager serves as a trusted partner to advisors, internal teams, and custodial partners, directing day-to-day team activities and overseeing complex issues and custodian escalations. The position collaborates closely with Client Service, Core Operations, and Platform Operations and requires flexibility, sound judgment, proactive leadership, and consistent follow-through in a dynamic environment. The position follows a hybrid schedule: three days per week in the office and the option to work remotely two days per week, or as assigned by the team leader. The position is exempt. The expected annualized base salary range is $80,000–$90,000; actual pay may vary based on experience, subject matter expertise, work location, and skills. Other rewards may include an annual cash bonus and benefits including 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 with stakeholders at all levels and work effectively 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 and direct daily Client Service activities, ensuring appropriate coverage and consistent service levels.
Prioritize work and adjust resources in response to changing volumes, market activity, and seasonal demands.
Step in 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 resolution through coordination and sound judgment.
Identify recurring issues and work with stakeholders to address root causes and improve outcomes.
Retain a limited CSA workload to maintain 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 performance feedback, and support their professional growth and achievement of goals.
Recruit, onboard, train, and develop Client Service team members.
Address performance and conduct matters in accordance with firm policy; foster a positive, collaborative culture and support employee engagement.
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 effective use of tools, processes, and documentation, including 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 to support 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.