Client Services Lead

Company Overview

Incedo is a US-based consulting, data science and technology services firm with over 3000 people helping clients
from our six offices across US, Mexico and India. We help our clients achieve competitive advantage through
end-to-end digital transformation. Our uniqueness lies in bringing together strong engineering, data science, and
design capabilities coupled with deep domain understanding. We combine services and products to maximize
business impact for our clients in telecom, Banking, Wealth Management, product engineering and life science
& healthcare industries.
Working at Incedo will provide you an opportunity to work with industry leading client organizations, deep
technology and domain experts, and global teams. Incedo University, our learning platform, provides ample
learning opportunities starting with a structured onboarding program and carrying throughout various stages of
your career. A variety of fun activities is also an integral part of our friendly work environment. Our flexible
career paths allow you to grow into a program manager, a technical architect or a domain expert based on your
skills and interests.
Our Mission is to enable our clients to maximize business impact from technology by

• Harnessing the transformational impact of emerging technologies
• Bridging the gap between business and technology

Role Description

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

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

Nice-to-have skills

Qualifications

• 8-12 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…