Director, Client Service

Envestnet is seeking a passionate and talented Director, Client Service to join our Service team.

Envestnet is transforming the way financial advice and wellness are delivered. Our mission is to empower advisors and financial service providers with innovative technology, solutions, and intelligence to make financial wellness a reality for everyone.

Since our founding 20 years ago, we are fully vested in helping people live an intelligent financial life. If you love the idea of working in a Fintech company with the environment and excitement of a start-up where you are making everyday impact - then read on.

Job Summary:

We are seeking a highly motivated and experienced Director, Client Service to lead our client service efforts in our Key Accounts group. The ideal candidate will be responsible for ensuring exceptional client satisfaction by overseeing the delivery of high-quality support and service to our diverse client base.

Job Responsibilities:

• Provides optimal service and support to large institutional business, including tracking and resolving customer issues/concerns
  
• Facilitate best-practice process management with various areas of the organization, including making suggestions for improved client service, quality control, and risk management procedures
  
• Provide strategic direction and leadership to the client service team, fostering a culture of excellence, collaboration, and continuous improvement.
  
• Acts as a client advocate to resolve issues , balancing client needs and company practice
  
• Identify areas of opportunity for process improvement seeking out best-in-class approaches
  
• Escalation point for unresolved issues/trends, engage the entire organization as needed to develop and deliver solutions
  
• Establishes and maintains strong and cooperative relationships with designated institutional clients and internal management to foster a cooperative environment to foster a cooperative environment for client resolution and satisfaction
  
• Evaluate training needs for existing firms and provide best practice ideas to enhance institutions operational efficiencies
  
• Assist Financial Institutions with establishment and maintenance of billing grids, products, and entitlements or configurations on the Envestnet Platform
  
• Understand assigned firms’ business model, goals, value proposition and identify Envestnet products that will increase their assets under management
  
• Work with account managers and business solution members to diligently resolve platform enhancement requests, updates, and provide viable client solutions
  
• Participation as a project resource
  
• Partner with Enterprise Relationship Managers to clearly understand key client’s growth strategies. Provide ideas and enhance a client’s current support model to increase value based on these growth strategies and new products or services added
  
• Adherence to and application of Envestnet legal, compliance, risk, business continuity and administrative policy within the role and department(s) including the timely completion of training & awareness, affirmations and testing as requested
  
• As part of the responsibilities for this role, you will understand and readily support Envestnet's established corporate business practices, policies, internal controls and procedures designed to create value or minimize risk

Required Qualifications:

• Bachelor’s degree in related field or equivalent experience required
  
• At least 10-12 years of client –service experience in financial services or related industry
  
• Experience in a leadership role, with demonstrated success in building and managing high-performing teams
  
• Demonstrated knowledge of the securities industry, of various types of investment vehicles, and trading methods
  
• Demonstrated understanding of the operations function and deliverables within Financial Services business
  
• Understands the terminology and processing requirements within the Investment and Financial Services Industry
  
• Must be highly organized, independent worker, possess strong attention to detail, and demonstrate the ability to work under pressure and adjust to changing priorities
  
• Ability to critically analyze information and make sound recommendations
  
• Ability to adjust to changing priorities
  
• Demonstrated ability to have difficult conversations with clients
  
• Ability to work with others to solve complex issues for large clients and propose solutions for improvement
  
• Demonstrated ability to propose ideas to increase client experiences
  
• Work as a member of a team with collaborative decision making