Advisory Client Experience Lead

Apex Fintech Solutions (AFS) powers innovation and the future of digital wealth management by processing millions of transactions daily, to simplify, automate, and facilitate access to financial markets for all. Our robust suite of fintech solutions enables us to support clients such as Stash, Betterment, SoFi, and WeBull, and more than 20 million of our clients' customers. 

Collectively, AFS creates an environment in which companies with the biggest ideas in fintech are empowered to change the world. We are based in Dallas, TX and also have offices in Austin, New York, Chicago, Los Angeles, Portland, and Belfast. 

If you are seeking a fast-paced and entrepreneurial environment where you'll have the opportunity to make an immediate impact, and you have the guts to change everything, this is the place for you. 

AFS has received a number of prestigious industry awards, including:

• 2021, 2020, 2019, and 2018 Best Wealth Management Company - presented by Fintech Breakthrough Awards
• 2021 Most Innovative Companies - presented by Fast Company
• 2021 Best API & Best Trading Technology - presented by Global Fintech Awards

This is an incredible opportunity for a Service and Operations leader to join Apex's leadership team as an Advisory Client Experience Lead.  You will work closely with our Apex advisory clients, the core Advisory team, onboarding team, technology organization, and business teams in refining the advisory service strategy.  Apex employees stand at the leading edge of this disruption and are responsible for collaborating across teams to enhance the customer experience.

If your personality thrives off the energy of an enthusiastic collaborative team and you love to learn and problem solve, we want to hear from you.

We are looking for someone who:

• Is experienced and inspirational - You have extensive experience bringing service solutions to advisory firms
• Has conviction and ideas around how technology and processes can be improved to offer a better more efficient service experience
• Is passionate - You have a genuine passion for technology.  You love using technology differently to maximize opportunity and impact for customers and you have a way of bringing out that same fire in the people you work with.
• You are driven to continuously improve - whether that’s decreasing system down time or making an innovative change to “how it’s always been done” resulting in a more efficient way of supporting the customer.  You challenge yourself by setting goals and exceeding them.
• Is collaborative - You are excited to work with fellow Apexers and big thinkers.  You know how to collaborate not only within your team directly, but also across the organization and with vendors.
• Wants to make an impact - You are looking to do amazing work.  You are excited about bringing a new product offering to market!

Responsibilities and what you will do all day:

• Generate a plan to stand up the advisory client and third-party platform CX function working closely with the relationship management and operation triage teams with Apex
• Define what advisory experience excellence means for Apex and identify key performance indicators to track how Apex Advisory is performing
• Lead the charge to document the most common advisory service workflows and how we can minimize NIGOs (not in good orders) and friction points for our advisory clients and allow them to self-service in real time as opposed to taking the time to call into Apex
• Influence the talent strategy of a team of advisory service professionals who liaison closely with advisory clients and platforms
• Collaborate across cross functional business lines including operations, trading, compliance, finance, technology, and onboarding to ensure processes and procedures have been established and refined to support our advisory clients
• Document key conversations, takeaways, and drive sequencing and follow up of next steps to ensure progress is made toward developing these procedures
• No matter how experienced, we are looking for someone who is continuously learning and open to taking new approaches and learning from colleagues

Requirements:

• 10+ years of experience working within operations / service organization preferably with a custodian that supports RIAs
• 5 years of experience in a people leadership role
• Strong proven demonstrated success identifying KPIs and exceeding them
• Strong analytical and communication skills
• Deep knowledge of RIA landscape, custodial technology, and advisory and custodi