Service Lead Advisor Technology Platform

Wealth Management Technology | Client Services Division

Department: Advisor Technology Platform Team | Employment Type: Full-Time

About the Role

We are looking for an experienced Service Lead to join our advisor technology platform team and serve as the primary liaison between financial advisors and our internal operations, data, sales, and implementation teams. This is a high-impact, client-facing role for someone who thrives at the intersection of wealth management, technology, and service excellence.

You will be a key architect of the advisor service experience diagnosing pain points, designing scalable processes, triaging complex data and platform issues, and ensuring advisors can get maximum value from their advisor technology platform. This role requires someone who can hit the ground running with deep industry knowledge and a builder's mindset.

Key Responsibilities

Advisor Service & Relationship Management

• Serve as the primary point of contact for advisor inquiries, escalations, and ongoing service needs
• Proactively identify and resolve advisor pain points related to platform functionality, data quality, and reporting
• Develop trusted relationships with advisors to ensure high satisfaction, adoption, and retention

Issue Triage & Cross-Functional Coordination

• Triage and route service issues across data, operations, sales, and the platform implementation team with urgency and clarity
• Act as the connective tissue between advisors and internal teams translating advisor needs into actionable tickets and resolution paths
• Track open issues and ensure timely resolution; maintain accountability across stakeholders

Process Design & Service Operations

• Design and implement a structured service model for advisor-facing support, including intake, triage, escalation, and resolution workflows
• Build playbooks, FAQs, and self-service resources to reduce recurring issues and improve advisor independence
• Define and monitor KPIs to measure service quality, response times, and advisor satisfaction

Platform & Data Support

• Support advisors in navigating client and advisor portal features, reporting tools, and data integrations
• Identify recurring data quality issues and partner with the data and operations teams to implement upstream fixes
• Stay current on platform product updates and ensure advisors are informed of changes that affect their workflows

Required Qualifications

• 13 20 years of experience in a client service, relationship management, or service lead role within wealth management
• Prior experience at a broker-dealer, TAMP (Turnkey Asset Management Platform), or custodian in a client-facing capacity this is non-negotiable
• Demonstrated experience designing or improving service processes in a financial services environment
• Hands-on familiarity with advisor and client portals and the workflows advisors rely on day-to-day
• Strong working knowledge of financial data concepts including account aggregation, performance reporting, portfolio data, and custodial data feeds
• Proven ability to triage and manage complex, multi-stakeholder issues to resolution
• Excellent written and verbal communication skills; ability to translate technical issues for non-technical advisors and vice versa

Preferred Qualifications

• Experience with advisor portals and wealth management platforms such as Addepar, Black Diamond, Envestnet, Orion, or Tamarac
• Familiarity with data reconciliation processes, custodial data feeds, or financial data operations
• Experience working in a fintech, WealthTech, or high-growth RIA environment
• Exposure to Salesforce or other CRM tools for case management and advisor tracking
• Series 65 or equivalent licensing (preferred but not required)

Key Competencies

• Advisor Empathy You understand the pressures advisors face and advocate relentlessly on their behalf
• Structured Problem Solving You bring order to ambiguity and can break complex issues into clear, actionable steps
• Cross-Functional Influence You work effectively across teams without direct authority and can align stakeholders quickly
• Process Orientation You don't just solve problems; you build systems to prevent them from recurring
• Platform Fluency You're comfortable navigating technology platforms and can quickly get up to speed on new tools