Manager,Client Service Job Needham area,Massachusetts USA,Management

job description summary

focus partners is seeking a manager, client service. The manager, client service leads the delivery of a high-quality, consistent client service experience while managing and developing a team of client service professionals. This role balances hands‑on operational leadership with people management, escalation ownership, and continuous improvement of service processes to ensure service standards are met and upheld. The manager, client service serves as a trusted partner to advisors, internal teams, and custodial partners, guiding the team to deliver exceptional service to advisory teams and clients.

The role includes directing day‑to‑day team activities, overseeing complex issues and custodian escalations, and collaborating closely across client service, core operations, and platform operations. Success in this role requires flexibility, sound judgment, proactive leadership, and consistent follow‑through in a dynamic environment. Focus provides team members the flexibility to work a hybrid schedule. Our hybrid model is defined as 3 days in office work required per week, while giving team members the option to work remotely 2 days per week, or as assigned by their team leader.

primary

responsibilities

service delivery & issue management manage and direct daily client service activities, ensuring appropriate coverage and consistent service levels. Prioritize work and adjust resources in response to fluctuating volumes, market activity, and seasonal demands. Step in during high-volume or high-stress periods to maintain service continuity and team stability. Serve as the primary owner for complex, escalated, or non-routine service issues involving advisors, clients, internal teams, or custodial partners.

Drive issue resolution through effective coordination, sound judgment, and a unified, professional approach. Identify recurring issues and partner with stakeholders to address root causes and improve outcomes. Retain a limited csa workload to maintain direct client engagement and provide hands‑on support for the team.

team leadership & people management lead, develop, and unify a geographically dispersed client service team through clear expectations, accountability, and engagement. Coach team members to deliver high‑quality, high‑touch service and support their professional growth. Provide regular feedback and performance coaching to achieve departmental and firm‑wide goals. Recruit, onboard, train, and develop client service team members. Address performance and conduct matters in accordance with firm policy.

Foster a positive, collaborative team culture and support employee engagement initiatives. Run team meetings to align priorities and reinforce standards.

service operations & collaboration monitor service metrics and trends to assess workload, capacity, and coverage needs. Ensure consistent service delivery through standardized service expectations and best practices. Proactively identify risks, bottlenecks, and resource constraints. Pursue efficiencies through effective use of tools, processes, and documentation. Leverage crm and service tools to improve workflow management, visibility, and accountability. Build strong, trust‑based relationships with advisory teams and advisory leadership.

Advocate for client service while balancing advisor expectations, client experience, and firm priorities. Partner closely with operations, platform, compliance, and other internal teams to support service delivery and change management. Coordinate with leadership to anticipate challenges and define actionable solutions. Lead communication and represent client service in firm initiatives, projects, and cross‑functional efforts.

qualifications

5+ years of experience in the…

Manager, Client Service