Client Service Director - PHX

ABOUT US:
Come join the dynamic team at Kestra Financial! Kestra Financial provides a leading independent advisor platform that empowers sophisticated, independent financial professionals, including traditional and hybrid RIAs, to prosper, grow, and provide superior client service. With a culture rich in reinvention and advisor advocacy, Kestra Financial has developed integrated business management technology that, combined with its personalized consulting services, offers exceptional scale and efficiency. Kestra Financial supports independent financial advisors in delivering comprehensive securities and investment advisory services to their clients.


Client Service Director

Location: Austin, TX or Phoenix, AZ (On-site)
Department: Client Service
Reports to: Head of Client Service
Job Type: Full-Time | Exempt

Lead with Purpose. Serve with Impact.

At Kestra Financial, we don’t just support financial advisors—we help them thrive. Our service model is human-led, tech-enabled, and purpose-driven, empowering advisors to deliver exceptional outcomes for their clients. If you’re a leader who shows up to serve, inspires high performance, and thrives in a fast-paced, client-first environment, we want to meet you.

We’re looking for a Client Service Director to join our high-performing operational Client Service team, focused on delivering an exceptional experience across every client touchpoint. This is a senior-level individual contributor role responsible for managing a portfolio of advisor relationships. This role requires strong operational knowledge, proactive communication, and the ability to lead without authority.

What You’ll Do
Relationship Management
• You’ll act as a service partner and advocate, coordinating across teams to resolve complex issues, anticipating needs, and ensuring nothing falls through the cracks.
• Develop a deep understanding of each firm’s structure, service preferences, and long-term goals
• Own and manage escalations from intake to resolution, coordinating with internal teams to deliver timely, effective outcomes
• Build strong partnerships with Business Development, Relationship Management, and internal teams to align on our client’s operational strategies and support growth and retention
• Serve as the client's internal advocate, ensuring their voice is represented in decisions and escalations are resolved with care and urgency
• Respond promptly to client concerns and inquiries, ensuring the highest levels of satisfaction and retention
• Proactively flag at-risk relationships and lead cross-functional efforts to address service gaps and retain client confidence
Operational Partnership & Service Leadership
• Work across operations, compliance, onboarding, and technology teams to remove service friction and maintain high standards of quality.
• Provide proactive oversight of service levels, identifying gaps, monitoring key workflows, and flagging issues before they escalate.
• Bring teams together to align on solutions and ensure consistency in how service is delivered to clients.
• Partner with operational leaders to analyze trends, identify root causes, share insights, and refine client engagement strategies.
• Distinguish between isolated (vertical) and systemic (horizontal) issues and lead the appropriate resolution path for each.
• Influence peers and partners by promoting alignment on priorities and building a strong culture of accountability.
Service Strategy and Continuous Improvement
• Analyze advisor feedback, service metrics, and operational data to identify themes and areas for improvement.
• Lead or contribute to cross-functional initiatives aimed at improving advisor experience, increasing efficiency, or reducing service risk.
• Collaborate with peers and leadership to define best practices and implement scalable service enhancements.
• Support enterprise projects, platform updates, or new initiatives with a client lens, ensuring service continuity and change readiness.
• Bring thoughtful structure and strategy to ambiguous problems; assess root causes and propose high-impact solutions.
• Partner with other service directors to maintain consistency and share best practices across the client experience.
• Maintain compliance with internal policies and regulatory requirements.
What You Bring
• This role requires strong operational knowledge, proactive communication, and the ability to lead without authority.
• A proactive mindset with strong follow-through
• The ability to lead through influence and build trusted relationships with internal and external partners
• Comfort working independently, owning your book of business, and managing competing priorities
• Strong verbal and written communication skills, w