Client Services Manager

A growing wealth management firm is seeking a Client Service Manager to lead and enhance the client service and operational support function in McLean. This role will oversee daily service operations, support a team of Client Service Associates, and help drive a best-in-class client experience through process improvement, operational oversight, and team leadership.

The ideal candidate is an experienced operations or client service professional within the wealth management industry who thrives in a fast-paced, collaborative environment and enjoys building efficient, scalable service processes.

Position Summary

The Client Service Manager will partner closely with firm leadership to oversee service delivery, optimize operational workflows, and support the continued growth of the organization. This individual will play a key role in managing client service operations, developing team members, and ensuring consistent execution across all service-related functions.

This is a highly visible leadership role with broad exposure across the business and significant influence on the overall client experience.

Key Responsibilities

Client Service & Operations Oversight

• Oversee daily client service operations, ensuring timely and accurate execution of service requests
• Manage operational workflows related to account maintenance, money movement, cashiering, document processing, and reporting
• Ensure service-related documentation, logs, and records are maintained accurately and consistently
• Support custodial and held-away account servicing processes, including coordination with external platforms and providers

Team Leadership & Development

• Lead, mentor, and support a team of Client Service Associates
• Conduct regular coaching conversations, performance reviews, and career development discussions
• Assist with onboarding and training of new hires, interns, and developing team members
• Manage department scheduling and coverage to ensure service continuity

Process Improvement & Operational Efficiency

• Identify opportunities to improve workflows, enhance productivity, and streamline service delivery
• Conduct quality assurance reviews and oversee operational remediation efforts when needed
• Help establish and monitor operational KPIs and service standards
• Maintain an audit-ready environment and ensure adherence to firm procedures and compliance requirements

Client Experience & Collaboration

• Serve as a resource for escalated client service requests and operational issues
• Partner with advisors and firm leadership to enhance the overall client experience
• Collaborate cross-functionally on operational initiatives and service strategy
• Promote a client-focused, team-oriented culture aligned with firm values

Qualifications

• Bachelor’s degree in Business, Finance, Financial Planning, or related field preferred
• 5–10 years of experience within wealth management, financial planning, or investment operations
• Prior experience managing or mentoring client service or operations staff preferred
• Series 65 preferred but not required

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