Senior Director, Client Effectiveness
About The Position
The Senior Director, Client Effectiveness leads strategy, standards, and execution for consistent, high-quality client service across the Private Wealth client lifecycle. This leader manages and develops an experienced client service team, designs and oversees the client service training strategy, and establishes service standards, service level agreements, and escalation protocols to support firm-wide consistency. The role partners across Wealth Management, Operations, Compliance, Technology, Marketing, and Client Experience to improve workflows, strengthen service governance, and enhance the overall client experience. It also monitors service performance, leads high-priority escalations, and drives continuous improvement to reduce friction, improve turnaround times, and scale service excellence.
Requirements
- Experience developing and implementing strategic team goals.
- Experience coaching employees and inspiring successful team performance.
- Experience in private wealth or wealth management client service, service operations, training and enablement, escalation management, and process improvement.
- A degree or diploma in business, finance, operations, adult education, or a related field.
- Must be legally eligible to work at the specified location and, where applicable, have a valid work or study permit.
Nice To Haves
- Experience working with service governance frameworks, service level agreements, client lifecycle processes, and client relationship management tools.
Responsibilities
- Lead, coach, and develop a high-performing client service team, setting clear expectations and fostering accountability, responsiveness, quality, and ownership.
- Design, develop, and deliver training for onboarding, role-specific development, service standards, escalation management, complaint handling, and client communication.
- Define and maintain firm-wide client service standards, service level agreements, escalation pathways, and service playbooks across onboarding, servicing, reviews, and offboarding.
- Review service performance trends, identify root causes of recurring issues, and redesign workflows to improve efficiency, turnaround times, and the client experience.
- Partner with Wealth Management, Operations, Compliance, Technology, Marketing, and client-facing teams to implement service model enhancements, technology improvements, and policy updates.
- Lead resolution of high-priority client service issues.
- Establish governance routines, including service reviews and key performance indicator dashboards, and report progress and improvement opportunities to senior leadership.
Benefits
- Medical, dental, and vision coverage.
- Health Savings Account.
- Life insurance, disability, and other insurance plans.
- Paid time off, including sick leave, parental leave, and vacation.
- Holidays.
- 401(k).
- Potential eligibility for the relevant business unit’s incentive compensation plan, which may include a discretionary bonus component.
- Banking benefits.
- Wellbeing support.
- MomentMakers social, points-based recognition program.
- Purpose Day, a paid day off dedicated to personal growth and development.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
