Relationship & Client Support Manager

Purpose:

The Relationship and Client Support Manager leads the client support and audit team and acts as a liaison between the client-facing advisory teams and the platform operations team.  The client support and audit team is responsible for ensuring the timely and accurate creation of new accounts and maintenance of existing accounts.  The Manager will be held accountable for: 1) setting a high standard for responsiveness to requests, 2) ensuring accuracy of deliverables and minimizing errors, and 3) adhering to information security standards. 

Responsibilities:

• Build and manage a high-functioning Client Support Team with a core focus on Operational Excellence in account creation, maintenance and auditing.
• Work closely with Regional Managers and Advisors as the primary operational and relationship resource to ensure seamless client experiences.
• Provide strategic insight into the development of efficiencies targeted at maximizing productivity per employee and value-add from existing systems, processes, and personnel.
• Work closely with key Subject Matter Experts (SMEs) to ensure consistency and accuracy and measure productivity improvements to core processes.  
• Lead and provide timely solutions to client support and audit issues utilizing Root Cause Analysis processes and Just Culture principles.
• Prepare and present deliverables to departmental directors and other team members, as requested
• Oversee the hiring, training, professional development including compensation progression, of all personnel within the Client Support and Audit Team. 
• Support the partner integration process through efficient digital paperwork preparation and processing by adherence to the new client core process for clients, onboarding advisors, and outside firms. 
• Oversee and structure regular audits tied to the investment and trading platform and oversee continuous improvements and firmwide understanding. 
• Work closely with department directors including Information Technology, Partner Integration, Portfolio Management and Human Resources.
• Develop, lead, and manage critical projects via team of analysts 
• Comply with company-wide policies and SEC regulations

Knowledge, Skills and Abilities:

• Ability to quickly develop rapport and build trusting relationships.
• Proven success at holding others accountable to accomplishing time-based objectives.
• Effectively present and communicate material in a manner that is compelling, creditable, & easily understood.
• Project management skills and ability to manage and maintain core processes. 
• Excellent verbal and written communication skills 
• Understanding of complex transactions and financial models
• Self-driven, independent, adaptable, and creative problem-solving 
• Proficient in Microsoft Office suite
• Series 65 (preferred) 

Education and Experience:

• Bachelor's degree in business or related field preferred
• 5+ years of managing support service or related professionals

Equipment Used:

• Standard office equipment
• CRM software (Salesforce) 
• UMA Platform (Orion)
• Microsoft Office Suite
• Cloud-based storage software
• Video conferencing software - Zoom 
• Expense reporting software 

Hours:

• Monday through Friday; 8 AM to 5 PM 
• Periodic travel will be required. 
• Periodic work outside of regular business hours will be required.