Client Service & Advisor Experience, Vice President - Wealth Custody and Clearing

Who we are looking for

Wealth Custody and Clearing is seeking an experienced Vice President, Client Service & Advisor Experience to serve as the operational leader and execution partner to the Managing Director of Customer Experience & Advisor Support. This role is responsible for translating service strategy into consistent, high‑quality execution across advisor‑facing teams, tools, and workflows.

This role is ideal for a hands‑on leader who thrives in building, scaling, and running service organizations—not just designing them. The Vice President oversees the day‑to‑day delivery of advisor and client support, ensuring advisors feel heard, supported, and confident during moments that matter—particularly when issues arise operationally or when advisors are navigating complex or emotionally sensitive client situations.

We are seeking a leader who combines sound judgment, strong people leadership, and operational rigor with the ability to operate fluently in data, technology, and service performance insights. This role spans phone, chat, and digital service models and is accountable not only for seamless transitions from AI‑enabled tools to human support, but also for ensuring data and analytics actively inform how service is delivered, prioritized, and continuously improved.

The Vice President plays a central role in implementing and operating modern service platforms, including Salesforce Service Cloud and Agentforce, and is accountable for ensuring workflows, escalation paths, data models, and advisor experiences are intentionally designed, measurable, and scalable. Reporting directly to the Managing Director, this role serves as the MD’s right hand—owning execution, consistency, and progress toward a more predictive, insight‑led service model as the platform grows.

Why this role is important to us

As Wealth Custody and Clearing grows in scale, complexity, and advisor expectations, success depends not only on having a strong service vision, but on disciplined and empathetic execution. The Vice President, Client Service & Advisor Experience is accountable for making that vision real in the day‑to‑day experience advisors and clients encounter.

This role is critical to establishing the analytics foundation needed to understand advisor behavior, identify trends, and anticipate issues before they surface, while empowering service teams to triage, take action, and resolve problems quickly within clear control and escalation frameworks. The Vice President ensures technology, data, and AI are applied thoughtfully to strengthen judgment, insight, and responsiveness, enhancing the human service experience rather than replacing it.

What you will be responsible for

• Act as the day‑to‑day execution leader for client service and advisor support, ensuring consistency, quality, and accountability across all service channels.
• Serve as the primary execution partner to the Managing Director, translating service strategy and roadmap objectives into operational plans and results.
• Oversee and empower frontline advisor service teams supporting inbound phone, chat, and digital inquiries—ensuring effective triage, timely resolution, and intelligent escalation when supervisory or specialist oversight is required.
• Lead, coach, and develop people leaders and frontline associates, reinforcing a culture of ownership, empathy, accountability, and continuous improvement.
• Partner closely with Trading, Cashiering, Asset Servicing, Compliance, Risk, Technology, and Product teams to deliver seamless end‑to‑end advisor support.
• Drive adoption and optimization of hybrid service models that blend AI‑enabled tools, Salesforce Service Cloud, Agentforce, self‑service, and human expertise.
• Act as a key business partner in the implementation and ongoing refinement of Salesforce Service Cloud workflows, case management, routing, and advisor‑facing experiences.
• Own the definition and evolution of client service and advisor experience KPIs, operating deeply in performance data to identify trends, root causes, and opportunities to move the organization from reactive to predictive, proactive support.
• Ensure service workflows, escalation models, and operational controls are clearly documented, effective, and scalable.
• Champion simplification, automation, and AI‑assisted workflows to reduce advisor effort and time to resolution.
• Support oversight of third‑party service partners to ensure alignment with experience standards and operational expectations.
• Serve as an escalation point for complex, sensitive, or high‑impact advisor situations, ensuring thoughtful handling and resolution.
• Represent the service organization in cross‑functional forums to ensure advisor experience considerations are embedded in platform decisions and delivery timelines.