Client Services Manager

The Client Services Manager is responsible for leading and continuously enhancing the firm’s client service platform, ensuring a consistent, exceptional client experience across all client relationships. This role partners closely with Relationship Managers, Operations, Compliance, and Leadership to drive service excellence, operational scalability, and client retention.

This role leads the firm’s client service function, building the structure, standards, and talent needed to deliver a seamless client experience y serve as the primary point of contact for the firm’s custodial relationships, own the team’s staffing model, and maintain an active industry peer network to keep Balentine’s service standards and team structures best in class. This role fosters a culture of accountability, collaboration, and ownership that reflects the values of our employee‑owned firm.

• Develop and execute the firm’s client service strategy to deliver a consistently exceptional client experience.
• Establish and monitor client service standards, service‑level expectations, and key performance indicators.
• Identify opportunities to enhance the client journey through process improvements, technology adoption, and team development.
• Lead initiatives that improve client satisfaction, retention, and engagement.
• Directly manage members of the Client Service team, setting clear expectations and holding each member accountable to uphold service standards.
• Advocate for the team’s resources, development, and well‑being.
• Own the client service staffing model—continually assessing capacity, optimizing team structure and role design, and proactive planning for the firm’s growth.
• Maintain working knowledge of each role on the team, with the ability to step in and perform the work directly when coverage is needed.
• Oversee the onboarding and transition of new and departing client relationships through the Transition Manager, ensuring a seamless, well‑coordinated experience.
• Partner with the Client Service team to ensure Relationship Associates and Client Service Associates are trained, process‑oriented, and consistently meeting client service and compliance standards.
• Work with the Senior Administrative Associate to ensure administrative support is well‑organized, responsive, and aligned to client and team needs.
• Recruit, mentor, and retain a high‑performing client service team.
• Steer career development paths and succession plans for client service professionals.
• Conduct regular performance reviews, coaching sessions, and development planning.
• Foster a culture of continuous improvement, accountability, and collaboration.

• Serve as the primary point of contact for the firm’s Fidelity custodial relationship, owning escalations and ensuring custodial service standards are consistently met.
• Lead process improvement and change management for the client service team, guiding the team through the adoption of new workflows, systems, and standards.
• Oversee and continuously improve client service workflows, policies, and procedures.
• Ensure scalability of client service operations as the firm grows.
• Collaborate closely across Operations, Compliance, Technology, and Relationship Management to deliver a unified, seamless client experience.
• Partner with Operations and Technology teams to optimize systems, workflows, and automation opportunities.
• Establish controls and quality assurance processes that mitigate risk while enhancing efficiency.
• Provide regular reporting and recommendations regarding service metrics, operational trends, and client feedback.

• Build and maintain a network of industry peers to stay current on client service best practices, emerging technology, and effective team structures.
• Translate external insights into improvements to the firm’s service standards, staffing models, and operating processes.

• Partner with Relationship Managers to identify opportunities to deepen client relationships and enhance service offerings.
• Support new client onboarding initiatives to ensure a seamless transition and exceptional…