Client Services Manager

The Client Services Manager at a well-regarded boutique investment management firm, based in Chicago is a pivotal role dedicated to receiving and enhancing client relationships, with a strong focus on repairing and retaining clients. This role will develop and implement structured processes to provide special attention to clients, ensuring their long-term satisfaction and loyalty. The aim is to intervene and improve relationships that are at risk, utilizing the full range of the firm's resources to restore client confidence and satisfaction.

• Improve and create metrics for advisors in order to establish and nurture long-term relationships with clients, understanding their unique financial needs and objectives.
• Proactively resolve client issues and concerns, ensuring a high level of client satisfaction and retention.
• Conduct oversight and regular, in-depth conversations with advisors with their clients to assess and improve their skills to improve the client experience and service model.

• Develop and implement a structured process for receiving, managing, and improving client relationships, particularly those that are at risk.
• Create and execute tailored retention strategies to address client concerns and enhance their satisfaction.
• Monitor and analyze client feedback and engagement to identify areas for improvement and implement corrective actions.
• Leverage the firm's resources to uncover and provide solutions for clients who are unhappy or have specific needs.
• Offer comprehensive services such as financial planning, estate planning, tax strategy, various investment strategies, and custom portfolio solutions.
• Coordinate with internal teams and departments to deliver these solutions effectively and efficiently.

• Drive team performance and training with proactive solutions to common client pain points which lead to client dissatisfaction.
• Recruit, onboard, train, and supervise client service staff, coordinating assignments and evaluating problem areas to determine potential reassignments and training needs.
• Create, update, and improve systems of tracking activity, ensuring staff efficiency and effectiveness in retention and growth efforts.

• Independently improve and streamline service models and operational procedures to enhance efficiency and client experience.
• Ensure compliance with all industry rules, regulations, and firm policies.
• Produce reports to support client retention efforts and maintain regulatory compliance.

• Work closely with senior partners and other departments to gather information, coordinate meetings, and deliver comprehensive financial planning services.
• Collaborate with portfolio managers, tax advisors, estate counsel, and other professionals to implement client strategies effectively.
• Partner with groups across the Firm on process improvement and day-to-day problem-solving.

• Bachelor's degree in business, Finance, or a related field.
• Minimum of 15 years of experience in financial services management, client relationship management, or a related field.
• Must have a thorough understanding of the industry and our largest competitors in order to re-sell services against their offerings and model
• Must hold Series 63/65 licenses.
• Proficient in MS365, Salesforce CRM, MS Excel, Word, Outlook, and PowerPoint; experience with related technology software and planning tools is a plus.
• Strong knowledge of investment concepts, practices, and procedures in the securities and insurance industries.
• Excellent communication, presentation, time-management, and organizational skills.
• Proven ability to build and maintain strong client relationships.
• Charismatic, driven, and financially savvy individual with a passion for client service and retention.

• Experience working with high net worth and ultra-high net worth clients.
• Advanced understanding of investments, insurance, taxation, and estate planning.
• Ability to provide high-touch, comprehensive wealth management services.
• Experience in public speaking and writing on financial topics.
• Successful completion of a background check and pre-employment assessments.

A generous compensation package with salary and bonus potential will be offered to the right candidate. Let's make sure it's a good fit for both of us.