National Senior Manager - Client Relationship Team (CRT)

Capital Group•Los Angeles, CA

34d•Hybrid

About The Position

Under executive direction, the National Senior Manager is the leader for the Client Relationship Team (CRT) nationwide, overseeing CRT Managers and acting as a strategic partner to senior leadership, especially the National Director. This role sets the vision, drives national strategy, and ensures operational excellence across all CRT functions. The National Senior Manager is accountable for the alignment, performance, and development of CRT Managers and their teams, advancing client service, business retention, development, and growth objectives at the national level.

Requirements

Bachelor’s degree; Graduate degree preferred.
Series 65 must be obtained within 9 months of hire date.
Exceptional strategic thinking, business acumen, and leadership presence.
Proven ability to lead large, complex teams and drive organizational change.
Superior communication, influence, and relationship-building skills with senior executives, managers, and external stakeholders.
Advanced knowledge of financial services, industry trends, and regulatory landscape.
Sound judgment, learning agility, and intellectual curiosity in areas of high complexity and ambiguity.

Responsibilities

Provides leadership and direction for CRT Managers and their teams across regions, ensuring consistent execution of national client service and business development strategies.
Partners closely with the National Director, to co-create and implement comprehensive national sales and service strategies, ensuring CRT initiatives are fully aligned with organizational revenue and market expansion goals.
Collaborates with the National Director to drive advisor accountability, monitor key performance indicators (KPIs), and support the achievement of sales targets and superior client servicing outcomes.
Collaborates with Regional Directors on initiatives impacting their regions, bringing national consistency.
Represents CRT interests in leadership forums, including the PCS Operating and Management Committees, and ensures CRT perspectives are integrated into firm-wide strategic decisions.
Leads special projects and change management initiatives, including role redesigns, resource reviews, and business planning for CRT and related teams.
Directly manages CRT Managers, setting clear expectations, accountabilities, and performance standards.
Establishes and maintains efficient, scalable operating norms, communication protocols, and succession planning for CRT teams nationwide.
Drives process improvement initiatives, leveraging data and best practices to optimize client and prospect experiences.
Ensures compliance with regulatory requirements and internal policies, proactively mitigating risk and enhancing controls.
Oversees resource reviews, talent development, and retention strategies, ensuring CRT teams are staffed and supported for success.
Sets the standard for client engagement, retention, and satisfaction across all CRT teams.
Provides subject matter expertise and guidance to CRT Managers on complex client matters, escalations, and strategic opportunities.
Oversees the development and execution of national client engagement plans, ensuring alignment with organizational goals and partnership with the National Director to maximize client acquisition and retention.
Champions initiatives to deliver impeccable service, drive client satisfaction, and support new business development.
Leads the recruitment, selection, and development of CRT Managers and associates, fostering a high-performing, diverse, and collaborative team environment.
Coaches and mentors CRT Managers, driving professional growth and succession planning.
Promotes a culture of accountability, empowerment, and recognition.
Facilitates skills alignment, ratings, and development planning for CRT teams, ensuring associates are equipped for evolving responsibilities.
Designs and implements national business operations practices that drive efficiency, consistency, and superior client outcomes.
Monitors and evaluates CRT performance metrics, ensuring achievement of national sales and service objectives in partnership with the National Sales Director.
Manages national projects and initiatives to support business growth and transformation, including technology upgrades, workflow automation, process centralization and location strategy.
Represents PCS in high-level internal and external meetings and industry forums.
Communicates effectively with cross-functional partners and senior leadership across the organization on strategic, operational, and project-related matters.
Oversees the execution of Private Client Services (PCS) projects, ensuring alignment with business strategy and operational excellence.
Participates in interview panels, talent selection, and onboarding for key roles across PCS including roles outside span of control, ex – Private Wealth Advisors (PWAs).