LOCATION: SAN FRANCISCO, CA or SEATTLE, WAThe Client Service Manager is responsible for driving operational and client service excellence by creating and developing streamlined client service operational processes while supporting Advisory teams to enhance the client experience. This position will report to the Chief Operating Officer and will manage a team of Client Service Associates who partner with the client service team with a focus on completing operational tasks and providing outstanding service to our wealth management clients.Core Responsibilities
- Ensure that the team's work product and communication consistently meet and raises the standard of excellence for our clients.
- Leveraging internal and external resources to enhance the client experience i.e., deep relationship with custodians and other third-party systems that directly impact our clients.
- Preventing and/or partnering in resolving escalated client operational issues.
- Collaborate with client service, investment, operations, and other teams as needed to ensure clear lines of communication and constructive partnership in responding to client needs.
- Maintain equitable workloads for team members by managing client assignments as needed and coordinating backup capacity within team to manage the team's work queue.
- Continual development, training and refinement of team processes for increased efficiency
- Participate fully in hiring and training coordination of new team members.
- Be a consistent team leader in providing guidance, feedback and direction and communicating updates necessary to drive team success.
- Regularly seek coaching and mentoring opportunities to advance team and individual career goals, current and long term.
- Play a significant role in long-term planning, capacity evaluation, and operational excellence.
- Improve the operational systems, processes and policies in support of LNW's mission.
- Model and promote exemplary client team engagement practices and operational communication.
- Understand business concepts and use strategic processes to make good business decisions.
More About You
- Bachelor's degree in business or related field; additional work experience may be substituted for education.
- 7+ years client service experience including 3+ years building and/or managing teams, particularly within the Wealth Management/RIA industry
- CFP credential or consideration of earning is a plus.
- Professional, relevant examples of solving tough client issues.
- Demonstrated experience managing and leading individuals and/or small team
- Multi-location management experience desired.
- Computer skills including Microsoft Office Suite are required; advanced skills preferred. Other software applications, including financial software tools, are a plus.
Candidates must meet all employment qualifications in force at time of hiring, including successful passing of background & credit checks and any pre-employment examinations, signing of all employee agreements, and can perform the essential functions, duties and responsibilities set forth in a consistent and efficient manner.Skills and Attributes
- Strong organizational and time management skills with the ability to independently complete, manage, and delegate projects which include multiple tasks.
- Excellent written and verbal communication skills, as well as strong listening abilities.
- Facilitate proactive, consistent and effective communication when collaborating with clients and coworkers.
- Proven ability to build and maintain positive and productive working relationships with clients and internal colleagues at all organizational levels.
- Support the cultivation of an inclusive environment and culture by internalizing, integrating and applying DEI principles across work and activities.
Compensation and BenefitsWe provide a competitive salary commensurate with your experience and skills and offer an annual bonus based on company and individual performance. The salary range for this position starts at $116,000 for those without experience to $145,000 for those who meet all qualifications depending on location and experience.The salary range applies to current posting and may change in the future. The posted salary range may vary for key factors including, but not limited to, education, job-related knowledge, experience, skill set, and geographic location.We offer excellent benefits including medical, dental, and vision coverage; generous time off (including a sabbatical program after 10 years); flexible spending plans for health care, transportation, and dependent care; 401(k) plan, educational reimbursements, and more. Detailed information can be found on our site and here.Our TeamYou will be joining a client service team that is dedicated to helping our clients achieve their goals by providing exceptional client service and wealth planning services. Putting our clients first guides our decision-making and culture, and allows us to build long-term, caring and trusted relationships.We love working in a professional yet relaxed working environment. We encourage openness, active listening, mutual respect, candor and integrity. We cultivate a diverse and inclusive work environment where we encourage a work/life balance through a generous PTO policy and flexible work hours. We enjoy each other's company at team and semi-annual firm wide outings. We take a hybrid in-office/remote working approach.About UsLaird Norton Wetherby (LNW) serves exceptional families and individuals seeking to activate the full potential of their wealth. To help turn lifelong ambitions and multigenerational aspirations into reality, LNW brings to each client relationship a high level of care combined with deep expertise in wealth and legacy planning, investments, and trust and estate services.Offering both RIA (Registered Investment Advisor) and trust services, LNW is committed to providing clients with unbiased, independent guidance and solutions. LNW has offices in Seattle, San Francisco, New York, Los Angeles and Philadelphia, as well as an affiliated trust company in South Dakota, empowering clients across the U.S. and around the world.LNW is owned by employees and majority owned by Laird Norton Company, one of the longest-sustained family enterprises in the United States. To learn more, please visit LNWAdvisors.com.Additional InformationOur firm aims to cultivate an inclusive environment and culture that fosters growth, collaboration and acceptance; where we celebrate the diverse voices and perspectives of our employees; and where employees feel empowered to bring their full, authentic selves. Our diversity drives us forward and helps us build deeper relationships with our clients and our community.We are an equal opportunity employer that prohibits discrimination against employees, applicants for employment, individuals providing services in the workplace pursuant to a contract, unpaid interns and volunteers based on their actual or perceived sexual orientation, gender, gender identity, gender expression, ancestry, marital status, registered domestic partner status, military and veteran status, civil air patrol status, national origin, immigration status, pregnancy (including childbirth and related medical conditions, and including medical conditions related to lactation) or medical condition (cancer and genetic characteristics).*As of 12/6/2024#Li-Hybrid