Director, Client Services – Wealth Management

Role Overview

The Director of Client Services leads Bartlett Wealth Management’s Client Services team, ensuring consistent, high-quality service across all offices. This role oversees staff performance, operational effectiveness, and process improvement while leading the strategic vision for service operations, aligning priorities, improving efficiency, and supporting a differentiated client experience.

Operational Leadership

• Partners with leadership to shape and execute the Client Services operating model and contribute to firm-wide strategic planning efforts.
• Establishes clear goals, tracks progress through KPIs and scorecards, and keeps processes documented to support accountability and measurable results.
• Improves and standardizes client service processes and workflows across all offices to support scalability, efficiency, consistency, and legendary client experience.
• Identifies and resolves operational inefficiencies and systemic bottlenecks, implementing solutions that enhance productivity, reduce risk, and support long-term strategic initiatives.
• Provides financial input through budget recommendations and monitors departmental expenses.
• Attends monthly firm and service meetings.

Team Leadership & Management

• Leads and oversees Client Services staff members across all offices to ensure a consistent, high-quality client experience.
• Handles key manager responsibilities, including job descriptions, timecard and PTO approvals, and compensation recommendations for Client Services staff.
• Leads monthly Client Relationship Associate Team Lead meetings and quarterly Client Services team meetings.
• Sets clear expectations and goals, provides regular coaching and feedback, and encourages empowerment, collaboration, and continuous improvement.
• Ensures team members have the tools, resources, and training necessary to deliver high-touch, high-quality service.
• Drives talent strategy and workforce planning. Manages team workload and backup coverage to support consistent service and day-to-day operations.
• Drives employee engagement strategies and initiatives for the Client Services team.
• Champions proactive client service, client advocacy, and problem resolution to improve the client experience.
• Partners with Human Resources on employee relations matters, including performance concerns, disciplinary actions, and conflict resolution.

Client Service & Wealth Management Operations

• Provides oversight of core client service workflows, including new account openings, transfers, money movements, custodial paperwork, and ongoing client service activities.
• Ensures accuracy, timeliness, and adherence to regulatory and operational standards across all client service processes.
• Resolves complex or escalated issues or inquiries from advisors, clients, or other internal staff members/departments.
• Maintains strong communication with Advisors to ensure alignment on service levels and support needs.
• Serves as key liaison between Client Services, advisors, operations, administration, and external partners (i.e., custodians, Addepar).
• Leads and participates in firmwide initiatives and special projects, representing the Client Services function and advocating for continuous service enhancements.

**Technology & Process Optimization **

• Supports effective use of technology across the Client Services team, with a focus on CRM utilization and workflow integration.
• Evaluates and implements tools that enhance client service delivery, operational efficiency, and team productivity.
• Leads change management efforts. Works to minimize disruption and maximize success by preparing, supporting, and equipping staff to adopt new ways of working.
• Oversees changes to processes and technology, using best practices to improve the client service model.
• Stays informed on industry best practices and implements improvements to maintain a best-in-class client service model.

Decision-Making & Execution

• Makes sound, timely decisions and turns strategic priorities into clear plans and action.
• Proactively identifies challenges and removes barriers to team and organizational success.

Requirements

Qualifications

• Associates or Bachelor’s degree in business, finance, economics, accounting, or related field.
• 7-10 years of administrative and client service experience within a wealth management, Registered Investment Advisor or financial services environment.
• 5-8 years of leadership experience, managing teams, preferably across multiple locations.
• Willingness to travel to other office locations, including Chicago and Louisville (and future locations as the firm grows), approximately 2 – 4 times per year or as business needs require.
• Experience leading teams, improving operations, overseeing client administrative processes, and communicating effectively with senior leadership.
• Direct experience performing and overseeing client administrative processes (i.e., account openings, custodial paperwork, transfers).
• Strong communication, organizational, and leadership skills, with the ability to effectively partner with and manage up to senior leadership.
• Project management experience or certification.
• Proven ability to design and improve business processes and build scalable operational systems.
• Working knowledge and strong understanding of CRM systems (i.e., Salesforce, Practifi) and their application in driving efficiency.
• Working knowledge of portfolio management platforms (i.e., Addepar) and custodian systems (i.e., Schwab, Fidelity, Pershing).
• Proficiency in Microsoft Office applications, primarily Word, Excel, and Outlook.
• Prior experience or familiarity with EOS tools and structure is a plus.
• Prior experience integrating or optimizing tech stacks, preferred.
• Prior experience with document management, e-signature, and PDF applications, preferred.

Knowledge, Skills & Abilities

• Strategic, confident leader who turns vision into action and drives accountability and results.
• Operationally focused with a continuous improvement mindset.
• Technologically proficient and comfortable leveraging systems to enhance performance.
• Strong emotional intelligence with the ability to build trust and relationships.
• Effective communicator, collaborator, and team builder.

Benefits

What’s in it for you:

• A Top Workplace winning culture built on teamwork, integrity, and diligence.
• Engaging work environment.
• Opportunity for professional growth and development.
• Competitive salary and eligibility for annual firm profitability/individual performance incentive.
• Comprehensive benefits package includes medical, dental, vision, life, and long-term disability insurance, flexible spending accounts and the items listed below.
• 401(k) plan with match and profit-sharing contribution.
• Generous paid time off.
• Paid parental and medical leave.