Client Services Manager

Location: McLean,Virginia,United States

POSITION SUMMARY

The Client Service Manager leads the Client Service team daily operations, ensuring high-quality client service, efficiency, and consistent adherence to regulatory requirements. This role requires a proactive, detail-oriented leader who can manage and mentor staff, handle complex escalations independently, and provide coverage for Client Service Associates and the CS Director when needed. 

RESPONSIBILITIES

• Manage a team of 6+ direct reports, providing leadership, coaching, mentoring, and performance feedback to drive high team performance. 

• Oversee timely and accurate execution of Client Service Department tasks through 1:1 CSA meetings, CRM task review and prioritization, and progress tracking. 

• Independently manage complex and high-priority client questions and escalations, ensuring accurate communication and timely resolution. 

• Collaborate with internal stakeholders to resolve, document, and report on client issues efficiently. 

• Own the CSA new hire training program, including defining training objectives, scheduling and coordinating sessions, administering onboarding, and completing performance evaluations. 

• Monitor broker-dealer systems for rejected requests, facilitate resolutions, and identify trends to prevent recurrence. 

• Provide coverage for CSAs and the Client Service Director as needed to ensure uninterrupted client service and department operations. 

• Monitor team activities to ensure Standard Operating Procedures (SOPs) are consistently followed, reinforcing adherence with team members to maintain compliance, reduce operational risk, and uphold service standards. 

• Participate in department goal setting, planning, and execution of special projects at the direction of the Client Service Director. 

• Collaborate on inter-department process development, documentation, and deployment. 

REQUIREMENTS

• Bachelor’s degree (BA) or equivalent industry experience required. 

• 6-10 years’ experience in a Client Services role at an investment management firm. 

• 2+ Years experience managing/leading a team of 2+ direct reports, including demonstrated skills in: 

• Performance Management  

• Team Member Coaching and Feedback 

• Hiring and Training  

• SOP development and oversight  

• 2+ Years Experience using CRM system and CRM workflows for task management, Tamarac experience a plus. 

• Advanced knowledge of financial systems and experience working within them to execute transactions  

• Advanced knowledge in IRS, DOL, and FINRA regulations and experience in applying and/or adhering to those within a CSA role.   

• Exceptional written and verbal communication skills, including strong proofreading ability. 

• Superior organizational skills with exceptional attention to detail and commitment to improving accuracy of data and preventing errors 

• High Proficiency in Microsoft Office Suite tools (Outlook, Excel, and Word).