Director of Wealth Management Client Services

Position Summary

The Director of Wealth Management Client Services is responsible for oversight of the Wealth Client Service teams and the delivery of service excellence as defined for the Wealth Management division. This individual drives effective utilization of client engagement processes and coordination of client service activities in collaboration with the sales teams. This individual leads the refinement of service standards, supports regulatory compliance and expense management, and leads the development and achievement of key performance indicators.

This position reports to the Wealth Management Chief Operating Officer.

Duties & Responsibilities

The Director of Wealth Management Client Services is responsible for oversight of the Wealth Client Service teams and the delivery of service excellence as defined for the Wealth Management division. This individual drives effective utilization of client engagement processes and coordination of client service activities in collaboration with the sales teams. This individual leads the refinement of service standards, supports regulatory compliance and expense management, and leads the development and achievement of key performance indicators.

This position reports to the Wealth Management Chief Operating Officer.

Education & Experience

Leadership

• Mentor and coach Wealth Management (WM) Client Service Managers, Team Leaders and Client Service associates exemplifying how to operate in an efficient, proactive and customer-centric manner.
• Develop KPI measures, hold team accountable for achievement of goals and identify and implement solutions to address missed standards.
• Provide Client Service Associates with guidance and resources for delivery of high quality, high touch service to clients and internal teams.
• Serve as an escalation point for both team members and internal partners to ensure responsibilities meet expectations.
• Lead internal projects and partner closely with other teams to drive strategic initiatives.
• Evaluate staff performance and provide continuous feedback via informal discussions, semi-annual performance meetings and annual review process.
• Participate in the continuing strategic development of the client services operation model and help validate proposed ideas/plans prior to implementation.

Engagement and Development

• Create a culture focused on associate engagement fostering an environment that enables individuals to succeed and grow.
• Build and maintain relationships with Managing Directors and Market Presidents strengthening the synergies between teams and improving operational efficiency.
• Engage with leaders in Wealth Management building strong bonds between interdependent teams.
• Manage client experience by influencing internal stakeholders.
• Research, follow-up and resolve escalated client issues and problems through effective interaction with advisors, operations areas, and other partners in a timely and professional manner.

Process/Risk Management

• Coordinate the completion of core administration functions including but not limited to: fee reviews; IRA administration and DOL compliance with IRA rollover advice; First Busey stock retention letters; annual inspection and confirmation of insurance coverage of trust-owned real estate; internal audit responses; wealth management BSA process/compliance, ILIT and Land Trust vendor and process management.
• Drive regulatory compliance matters, including Reg 9 and admin reviews; investment policy statement exceptions and account maintenance items that are reported to AIRC.
• Function as a subject matter expert for the client service teams.
• Understand, manage, and collaborate with others on process and system enhancements that impact client services team.
• Proactively identify client experience improvements and efficiencies and drive the plan to implement changes.

Knowledge of:

• Strong oral and written communication skills with elevated level of customer contact via client meetings, phone, and correspondence.
• Strong organizational skills
• Time management skills

​Ability to:

• Lead others through change.
• Multi-task and work independently.
• Make independent decisions.
• Establish and maintain collaborative partnerships at all levels throughout the organization.
• Maintain confidentiality of customer information.
• Perform duties under frequent time pressures

Education and Training:

• Requires bachelor’s degree in business or finance and ten or more years related experience in the financial services industry with high net-wort