Client Services Director

Client Services Team Leader

The Client Services Director (CSD) leads, mentors, and manages a team of Client Service Managers (CSMs) to ensure exceptional service delivery and client satisfaction. The CSD leverages deep domain expertise and industry knowledge to drive strategic initiatives, manage and grow client relationships, and maintain regulatory compliance. This role is responsible for team leadership, performance management, skill development, and fostering a client‑centric and innovative culture.

The CSD analyzes metrics to identify opportunities for improvement and models integrity, accountability, and service excellence.

• Provide clear direction, support, and mentorship to Client Service Managers. Foster a collaborative and inclusive environment, effectively integrating new team members and bringing out the best in each CSM. Conduct regular team meetings to discuss strategy, updates, and address challenges.
• Foster a culture of innovation and operational excellence. Drive process improvements through data‑driven insights, encourage original thinking, and adopt best practices.
• Lead by example with professionalism, discernment, integrity, and a true client‑first philosophy in every action and decision.
• Oversee the development and maintenance of strong institutional client relationships, ensuring outstanding service, satisfaction, and retention in alignment with TIAA’s values.
• Guide and support CSMs in resolving complex client issues and escalations, ensuring timely and satisfactory outcomes.
• Set performance goals and regularly monitor, analyze, and review CSM and team performance using relevant KPIs and scorecards. Conduct regular performance evaluations and provide coaching, constructive feedback, and career development guidance.
• Identify training needs and implement targeted development programs to upskill CSMs and support professional growth, in partnership with the Readiness, Training, and Coaching teams. Lead knowledge management initiatives and manage training in process and system changes.
• Develop and execute strategic plans for client service delivery in coordination with senior management. Own and continuously refine CSM‑specific service procedures for maximum efficiency, compliance, and client satisfaction.
• Build and maintain strong partnerships with internal business partners and stakeholders (e.g., Operations, Business Readiness, Consultant Relations, D&CX) to deliver seamless, integrated client solutions.
• Act as the primary escalation point for key clients, provide strategic guidance, and review/approve service agreements and solutions to ensure alignment with both client goals and organization strategy.
• Monitor and mitigate risks in client service delivery; ensure full compliance with industry regulations and TIAA policies.

• University (Degree) Preferred

• 5+ Years Required; 7+ Years Preferred

• SRC Indicator:
  Series 6 or 7;
  Series 63;
  Series 26 or 24;
  Series 26 or 24 required within 120 days of role acceptance

• Physical Requirements:
  
  Sedentary Work

8PL

The organization is committed to making financial well‑being possible for its clients, and is equally committed to the well‑being of our associates. That’s why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well‑being.

To learn more about your benefits, please review our Benefits Summary.

We are an Equal Opportunity Employer. TIAA does not discriminate against any candidate or employee on the basis of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status.