Client Service Relationship Manager

Description

We are seeking a Client Service Relationship Manager as part of our Institutional Client Group at our downtown Cleveland, Ohio wealth management firm. This position will be responsible for leading, developing, and supporting Client Service Associates, Client Service Leads and clients while ensuring consistent, high-quality service delivery. This role serves as a critical link between frontline execution and senior leadership, balancing people management, risk oversight, and operational effectiveness.

This position offers work from home flexibility of up to 2 days per week after initial orientation period.

In this position you will:

• Lead and manage the Client Services team, including Client Service Leads, Client Service Associates/Operations and Client Experience Associate.
• Oversee client servicing processes — onboarding, transfers, account maintenance, and custodial coordination.
• Partner with Managing Directors and/or Consultants to deliver seamless, high-quality client experience.
• Maintain compliance with SEC, IAA, and internal regulatory requirements.
• Define and improve operational procedures and workflows for scalability and consistency.
• Oversee data governance and record management in Salesforce Financial Services Cloud (FSC).
• Collaborate with Technology and Compliance to enhance systems, integrations, and reporting.
• Align institutional service practices with firmwide goals under the direction of the Managing Director of Services.
• Work closely with custodial partners to resolve any issues and provide continuous education to the Client Service Teams

Leadership & Strategic Oversight

• Provide direction and leadership for Client Services activities, including onboarding, operations, servicing, and ongoing client support.
• Develop and execute strategic objectives for Client Services division in alignment with firmwide goals and the Managing Director of Services.
• Lead, coach, and develop Client Service employees, ensuring accountability, collaboration, and professional growth.
• Foster a culture of excellence, team mentality, transparency, and proactive client service within the division.

Client Servicing & Operational Excellence

• Oversee client servicing standards to ensure consistent, timely, and compliant execution of all requests and processes.
• Manage key workflows related to onboarding, transfers of assets (ACAT and paper-based), account maintenance, and custodian coordination.
• Partner with Managing Directors/Consultants to ensure smooth transitions, timely deliverables, and accurate communication with clients and third parties.
• Ensure operational consistency and compliance with SEC, IAA, and firm policy requirements.

Process Management & Governance

• Develop and maintain standard operating procedures (SOPs), checklists, and servicing frameworks across client service.
• Define and monitor performance metrics, turnaround standards, and escalation procedures for operations.
• Identify and implement process improvements to enhance scalability, reduce manual work, and improve accuracy.
• Collaborate with Compliance to ensure all processes meet regulatory and documentation requirements.

Data Management & Technology Alignment

• Oversee data structures and hierarchies within Salesforce Financial Services Cloud (FSC)
• Define and enforce standards for data entry, record linking, and field management to ensure accuracy and reporting consistency in FSC.
• Partner with Technology to implement automations, workflows, and reporting enhancements.
• Serve as a subject matter expert for data integrity across custodial and internal systems (Fidelity Wealthscape, Schwab, etc.).

Cross-Functional Collaboration

• Collaborate with the Managing Director of Services to align Institutional and Private Client Servicing models and identify firmwide synergies.
• Work closely with Compliance and Technology to support enterprise initiatives and maintain procedural alignment.
• Serve as the liaison between teams to ensure service continuity and information accuracy.

Training, Communication & Development

• Create and maintain clear procedural documentation, FAQs, and visual workflow guides for Client Services team members.
• Facilitate onboarding and continuous education for Client Service team
• Lead regular meetings to share updates, gather feedback, and reinforce best practices.
• Partner with HR and leadership to develop structured training, role progression, and performance management tools for Institutio