Client Services Team Lead

Job Description:

Adhesion, an Asset Mark subsidiary - is a $13B AUM Unified Managed Account Platform designed for Registered Investment Advisors who are looking to bring their clients - and their businesses - to the next level. We passionately believe in the RIA community, the fiduciary model, and doing whatever it takes to raise the bar in the delivery of conflict-free, fee-based investment advice to consumers.

We have dedicated ourselves exclusively to this cause for over 15 years.

We are seeking a motivated individual to serve as the next Team Leader of our Client Service Support team. The successful candidate will embody the Asset Mark tenets of Client Obsession, demonstrate a clear approach to delivering consistent client experiences, and maintain an unwavering commitment to the high service standards established for the team. The Team Leader will mentor and coach a team of four to eight Client Support Specialists.

This individual will reinforce service best practices, foster a culture of consistency and accountability, and support the VP of RIA Service in creating a highly engaged, high performing team of subject matter experts. The ideal candidate will have strong expertise in client service processes and a high level of familiarity with financial services and the investment advisory industry. Experience with financial technology platforms and managed accounts is preferred.

Candidates should be comfortable communicating directly with advisors, serving as an escalation point for complex issues, and partnering with other departments to resolve client concerns and identify opportunities for improvement. In this role, the Team Leader will work alongside the team to resolve complex client service issues and ensure we meet or exceed our commitments to clients. This includes communicating information clearly and proactively to both RIA leadership as well as our clients, facilitating prompt and effective resolutions, and helping team members understand the broader purpose of their work.

Our services support our clients’ businesses, help them achieve their goals, and enable them to execute their strategies effectively. We can consider candidates for this position who are able to accommodate a hybrid work schedule and are close to one of our following offices:
Phoenix, AZ or Charlotte, NC.

• Lead, coach, and develop a team of four to eight Client Support Specialists.
• Build a positive, collaborative, and accountable team culture.
• Train team members on service standards, processes, tools, and best practices.
• Develop and improve service processes and workflows to increase consistency and efficiency.
• Monitor service performance, KPIs, and daily reporting; share results with the VP of RIA Service.
• Identify performance gaps, root causes, and improvement opportunities; partner with colleagues and leadership to implement corrective actions.
• Serve as the primary escalation point for complex advisor and client service issues.
• Resolve client concerns promptly while reinforcing a high-quality, client-focused service experience.
• Develop a deep understanding of advisor and client needs to continuously improve the client experience.
• Build strong partnerships with internal teams to support timely issue resolution and ongoing service improvement.
• Ensure team readiness for new capabilities and product launches.

• Dynamic and credible professional who communicates with clarity and has exceptional presentation skills.
• Solid comprehension or ability to quickly learn the firm’s range of solutions as each applies to specific advisor type.
• Solutions include: SMAs, UMAs, Tax Management, Overlay Services, Tax Transition, various partnerships as well as general consulting services.
• Excellent judgment and decision-making skills.
• Strong interpersonal skills: ability to quickly build strong relationships with other leaders, members of the integrated team and other internal partners.
• Ability to adapt to and lead in a rapidly changing business and technology environment.
• Dependable and consistently meets deliverables.

• Experience (5-10 years) in a service team supporting RIAs or similar experience.
• 2 years in a leadership or mentoring role.
• Experience maintaining and reporting on Service Standard program KPIs.
• Have experience with professional development of employees.
• Experience delivering top-notch Client Service with enthusiasm and commitment to assisting leadership in building…