Sentinel Client Service Group Lead

Sequoia Financial Group is a growing Registered Investment Advisor (RIA), headquartered in Northeast Ohio, offering financial planning and wealth management services. At Sequoia, we exist with a singular purpose: to enrich lives. Our values define how we behave and guide us through the pursuit of our purpose to enrich lives. At Sequoia, our core values are:

• Teamwork. We work selflessly to enrich the lives of our clients and our community.
• Passion. We relentlessly pursue our full potential.
• Integrity. We act in the best interest of others.
  
  

Position Summary

• 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.
  
  

Key Responsibilities

Team Leadership & Development

• 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
  
  

Operational Excellence & Capacity Management

• 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
  
  

Client Service & Advisor 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
  
  

Communication & Collaboration

• 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
  
  

Talent Management

• 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
  
  

Required Qualifications

• 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
  
  

Preferred Qualifications

• Proficiency in systems such as Salesforce, Box, Slack, Schwab, & Fidelity
• Strong communication, conflict resolution and interpersonal skills
• Bachelor’s degree or equivalent experience
  
  

Core Competencies

• Leadership by example with the ability to inspire and motivate others
• Exceptional attention to detail and organizational skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong follow-through and accountability in achieving objectives
• Positive and resilient mindset with a solutions-oriented approach
• Excellent collaboration and communication skills