Sentinel Client Service Group Lead
About The Position
Sequoia Financial Group is seeking a highly motivated and collaborative professional to serve as a Client Service Group Lead. This role is a key member of the Client Service organization, responsible for leading and developing a team of Client Service Associates (CSAs) who support both clients and advisors. The Client Service Group Lead partners closely with Advisors and firm leadership to ensure the delivery of exceptional client service, operational efficiency, and a consistently high standard of care. In addition to team leadership responsibilities, this individual will maintain direct involvement in client service activities and projects.
Requirements
- Minimum of 5 years of experience in financial services
- Prior management or team leadership experience
- Demonstrated ability to lead with integrity, fairness, and confidentiality
- Strong understanding of the client lifecycle, including prospecting, onboarding and ongoing service
- Proven ability to anticipate challenges and implement effective solutions
- Commitment to continuous professional and industry development
Nice To Haves
- Proficiency in systems such as Salesforce, Box, Slack, Schwab, & Fidelity
- Strong communication, conflict resolution and interpersonal skills
- Bachelor’s degree or equivalent experience
Responsibilities
- Lead, coach and develop a team of Client Service Associates through ongoing mentorship, feedback, and performance management
- Conduct regular one-on-one meetings focused on client service, capacity, and professional development
- Establish individual goals and oversee annual and mid-year performance reviews
- Foster a culture of accountability, collaboration, and continuous improvement
- Lead by example in setting the standard of client service and team collaboration
- Monitor and actively manage team engagement, fostering a positive and inclusive team environment
- Help design and maintain efficient workflows that optimize team capacity and service quality
- Monitor key service metrics, identify opportunities for process improvement and partner with leadership to implement standardized enhancements.
- Proactively identify capacity constraints and partner with the Director of Client Service to address resourcing needs
- Oversee scheduling, in-office coverage, and time-off coordination to ensure seamless client support
- Provide guidance on complex client matters, including escalation when appropriate
- Collaborate with custodians and external partners to resolve client issues effectively
- Lead coordination efforts regarding training and cross-functional team partnerships
- Maintain proficiency in the Client Service Associate role and provide hands-on support during periods of high volume or coverage gaps
- Partner with the Director of Client Service and functional leaders to address team dynamics, risks, and opportunities, and drive action
- Communicate and reinforce firm initiatives and updates to ensure team understanding and alignment with organizational goals
- Encourage knowledge sharing and serve as a resource for team members while promoting independent problem-solving
- Partner with Human Resources and leadership to recruit, hire, and onboard new Client Service Associates
- Partner with Learning & Development to support onboarding and training, and ensure new team members effectively ramp, integrate, and achieve success in their roles
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
