Client Services Manager

Client Services Manager

Location: Louisville, CO (In-Office/Hybrid)

Company Type: Non-Depository Trust Company specializing in self-directed retirement account custody (Financial Services)

Reports To: Managing Director of Client Experience

About the Company

New Direction Trust Company (NDTCO) is a leading provider of self-directed retirement accounts, empowering individuals to take control of their financial future. We specialize in offering flexible, client-focused solutions that allow investors to diversify beyond traditional assets into alternative investments such as real estate, private equity, and more.

At NDTCO, our mission is to deliver an exceptional client experience through knowledgeable support, operational excellence, and a relationship-first approach. We believe that how we serve our clients matters just as much as what we offer—driving us to continuously raise our service standards and build lasting partnerships.

Our team is made up of collaborative, driven professionals who are passionate about helping clients navigate their investment journey. We foster a culture of accountability, growth, and innovation, where employees are empowered to make an impact and develop in their careers.

Position Summary

New Direction Trust Company (NDTCO) is seeking a strategic and relationship-focused Client Services Manager to lead both our Relationship Account Managers and Client Services teams.

This leader will set the tone for service excellence across the organization—establishing high standards, driving consistency, and building a culture centered on strong client relationships.

Key Responsibilities

Leadership & Team Development

• Lead, coach, and develop Team Leads, Client Services representatives, and Relationship Account Managers
• Establish and reinforce clear service standards and performance expectations
• Build a culture of accountability, responsiveness, and relationship-driven service

Client Experience & Service Strategy

• Define and implement client service standards across all client touchpoints
• Ensure consistent, high-quality client interactions across teams
• Identify opportunities to enhance the overall client journey and relationship model
• Act as a champion for client experience across the organization

Operational Oversight

• Oversee daily operations of Client Services and Relationship Management functions
• Ensure service levels, response times, and quality expectations are consistently met
• Partner cross-functionally with Trust, Operations, and Compliance teams
• Drive efficiency and scalability in service delivery

Performance Management & Reporting

• Track, analyze, and report on key service metrics (SLAs, response times, quality, client satisfaction)
• Use data to inform decisions and drive continuous improvement
• Hold leaders and team members accountable to KPIs and outcomes

Process Improvement & Strategic Initiatives

• Identify and implement process improvements to enhance client experience and efficiency
• Partner with the Managing Director of Client Experience on strategic initiatives
• Help evolve the company’s relationship management and service model

Qualifications

• 5 years of experience in client services, relationship management, or call center leadership
• 2 years of direct people management experience across multiple teams or functions
• Proven ability to improve service quality and team performance
• Strong leadership, coaching, and organizational skills
• Excellent communication and relationship-building abilities
• Experience in financial services or a regulated environment preferred

Core Competencies

• Relationship-Driven Leadership
• Service Excellence & Standards Setting
• Strategic Thinking & Execution
• Performance Management & Accountability
• Continuous Improvement Mindset

Compensation & Benefits

• Competitive salary based on experience
• Medical, dental, and vision insurance
• 401(k) with employer match
• Paid time off and company holidays
• Professional development and growth opportunities

Why Join NDTCO?

At New Direction Trust Company, we are committed to delivering an exceptional client experience while investing in our people.