Manager, Client Services

Orion•Omaha, NE

2d•Hybrid

About The Position

As the Client Services Manager, you will lead our client services team. You will be responsible for ensuring exceptional client satisfaction, managing client relationships, and driving business growth. Their strong leadership skills, excellent communication, and ability to build and maintain relationships will be crucial in delivering high-quality client service and achieving our organizational goals. 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

Possess strong knowledge of financial services industry and Orion processes
Works with a sense of urgency to meet deadlines and address competing priorities
Has excellent interpersonal and communication skills, with the ability to build and maintain strong relationships with your team, clients, and internal stakeholders
Possess a proven track record in client relationship management, with a focus on delivering exceptional customer service and driving client satisfaction
Has a high level of professionalism, integrity, and ethical conduct, with a commitment to delivering exceptional service and maintaining client confidentiality
Possess a minimum of a Bachelor's degree in business administration or related field
Has a minimum of 3 years experience of progressive experience client-facing roles at a high level
Obtain Orion Industry Certification
Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization

Nice To Haves

Conflict Resolution
Cross-Functional Collaboration
Decision Making
Management Reporting
Performance Management (PM)
Project Management
Relationship Management
Risk Management
Strategic Thinking
Technical Proficiency

Responsibilities

Actively manage team members to ensure an unparalleled advisor experience
Measure, document, and report performance metrics at the team and individual level
Provide leadership and mentoring to team members by ensuring accountability, continued training and professional development
Analyze team servicing effectiveness and efficiency to make recommendations for continued improvements
Ongoing coaching and review of team members performance
Interact with advisors/clients to resolve servicing concerns, proactively strengthen servicing relationships with our advisors to help them grow their business and serve their clients
Interact and partner effectively to coordinate business activities across departments including sales, operations, product, and development
Manage vendor relationships to ensure accuracy and ease of use for Orion and its clients
Ensure execution of all industry and Orion specific compliance requirements across the team
Monitor client NPS scores, analyze feedback, and implement improvement initiatives to enhance the overall advisor and client experience.
Stay updated with industry trends, emerging technologies, and best practices in client services to drive innovation and continuous improvement