Job Description:
Position 1:
Client Service Specialist
Experience: 1-2 Years
The Client Service Specialist supports the delivery of high-quality client service, serving retail Separately Managed Account (SMA) managers, multi-channel managers, and other managed account program sponsors. This role acts as a key liaison between Operations and Client Service teams, helping monitor client requests, coordinate follow-up activities, and resolve servicing inquiries.
The Specialist provides day-to-day support for client-facing teams by tracking issues, responding to operational questions, maintaining service documentation, and ensuring timely communication. This position serves as an escalation point for operational teams but is primarily focused on internal coordination rather than direct client ownership.
Key Responsibilities
• Monitor and track client service requests and inquiries.
• Support operational teams by answering servicing questions and facilitating issue resolution.
• Coordinate follow-up activities and maintain service documentation.
• Assist with client reporting, presentations, and service materials.
• Escalate unresolved issues to senior team members and stakeholders.
• Partner with Operations, Technology, and Client Service teams to ensure timely client support.
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Position 2:
Senior Client Service Specialist
Experience: 2-4 Years
The Senior Client Service Specialist provides day-to-day support for clients utilizing including retail SMA managers, multi-channel managers, and managed account platforms. This role serves as a trusted client service resource responsible for coordinating service requests, resolving inquiries, and ensuring consistent follow-through across internal teams.
The Senior Specialist works directly with clients on routine servicing matters, develops client-facing communications and reporting, and helps manage service governance activities. The role requires strong relationship management skills and the ability to coordinate across Operations, Product, Technology, and Client Coverage teams.
Key Responsibilities
• Manage client inquiries and service requests with limited supervision.
• Coordinate issue resolution across operations and support teams.
• Develop client presentations, status reports, and meeting materials.
• Participate in client service reviews and governance discussions.
• Monitor service levels and identify opportunities for process improvements.
• Build strong working relationships with client contacts and internal stakeholders.
• Support escalation management and follow-through on client commitments.
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Position 3:
Vice President, Client Service Director
Experience: 6-10 Years
The Vice President, Client Service Director serves as the primary relationship manager and strategic service lead for assigned clients Clients may include retail SMA managers, multi-channel managers, wealth management firms, and managed account program sponsors. The VP is accountable for client satisfaction, service delivery oversight, governance, and escalation management.
This highly client-facing role requires independent management of client relationships and regular interaction with senior business leaders, executives, and C-suite stakeholders. The VP serves as the client's advocate internally while partnering with Operations, Product, Technology, and Client Coverage teams to ensure exceptional service delivery.
Key Responsibilities
• Own and manage client relationships from a service delivery perspective.
• Serve as the primary point of contact for assigned clients.
• Lead service reviews, governance meetings, and strategic client discussions.
• Develop executive-level presentations and client communications.
• Manage complex client issues, escalations, and risk-related matters.
• Coordinate cross-functional teams to drive timely issue resolution.
• Identify opportunities to improve client experience, efficiency, and service quality.
• Maintain relationships with stakeholders ranging from operational contacts to executive leadership and C-suite decision makers.
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Position 4:
Senior Vice President, Client Service Team Lead
Experience: 10+ Years
The Senior Vice President, Client Service Team Lead provides strategic leadership for the Client Service organization supporting. This role leads a team of Client Service Directors and Specialists responsible for supporting retail SMA managers, multi-channel managers, and other managed account clients while also maintaining direct ownership of key strategic client relationships.
Operating in a player-coach capacity, the SVP balances executive client engagement, team leadership, service governance, and escalation management. The role is responsible for driving service excellence, strengthening client relationships, developing talent, and ensuring a scalable and consistent client service model across the organization.
Key Responsibilities
• Lead, coach, and develop a team of Client Service Directors and Specialists.
• Establish client coverage standards, service governance practices, and performance expectations.
• Maintain direct ownership of strategic client relationships and executive stakeholder engagement.
• Serve as the senior escalation point for complex client issues and critical service events.
• Present to executive leadership and client steering committees on service performance, risks, and strategic initiatives.
• Partner with Operations, Product, Technology, and Client Coverage leadership to improve service delivery and client outcomes.
• Drive continuous improvement initiatives, process standardization, and service model enhancements.
• Promote a client-centric culture focused on accountability, responsiveness, collaboration, and service excellence.
• Support organizational planning, succession development, and long-term growth of the Client Service function.
