Manager, Client Service

Do you thrive in a positive, supportive, and collaborative work environment? Grow your career with the firm voted one of
Connecticut’s Best Places to Work
.

Connecticut Wealth Management (CTWM) is a well-established, fast-growing, independent, registered investment advisory firm. The Manager, Client Service serves as the direct leader and primary point of accountability for the firm’s service team. This role ensures operational excellence, client experience consistency, and team development through proactive leadership, training, and collaboration with advisory and management teams.

• Serve as the day‑to‑day leader and go‑to resource for the CSS team.
• Provide guidance on complex client issues, ensuring timely and effective resolution.
• Lead Service Team L10 meetings — set the agenda, review rocks, track to goals, and promote open communication.
• Maintain team accountability for best practices, system data integrity, and service standards.
• Coordinate coverage across offices for front desk, vacations, and absences.
• Act as liaison between the Service Team and Leadership — sharing updates, raising issues, and cascading firm communications.
• Collaborate with other department leaders to strengthen processes that impact client service and operations.
• Participate in performance calibration and provide feedback to support CSS growth and accountability.
• Partner with leadership to identify hiring needs, review candidates, and support onboarding.
• Own the CSS training experience — create checklists, coordinate shadowing, and ensure steady progression for new hires.
• Maintain and update training content within Playbook Builder.
• Deliver ongoing training to reinforce best practices and new procedures.
• Foster a culture of learning and development through regular feedback and coaching conversations.

• Serve as CTWM’s primary contact with Schwab and Fidelity’s Relationship and Service Teams.
• Authorize high‑dollar money movements and oversee resolution of complex or urgent service items.
• Stay ahead of Fidelity updates and communicate relevant changes to the team and firm.
• Monitor Wealthscape for time‑sensitive tasks and ensure prompt follow‑up.
• Run and distribute recurring reports (margin balances, closed accounts, TOAs, and standing instructions) to support firm oversight.

• Strong leadership presence with the ability to inspire, guide, and hold others accountable.
• Excellent communication and interpersonal skills with a collaborative mindset.
• Deep understanding of operational processes within a wealth management firm and the ability to optimize systems for efficiency.
• Strategic thinker who can balance daily execution with long‑term process improvement.
• Demonstrated ability to develop and mentor team members to reach their highest potential.
• Will need to work in our Farmington, CT office regularly with work from home flexibility.

CTWM’s mission goes beyond its clients to include its rapidly growing team of driven individuals. The firm is committed to creating career paths and growth opportunities for every team member. For over a decade, CTWM has built an inclusive and fun‑loving work environment that aims to build genuine connections with both clients and team members. Additionally, the firm is committed to devoting time and resources to charities and volunteer work in the surrounding community.

• Firm paid life, long‑term & short‑term disability
• Sick time and five (5) weeks paid vacation
• Parental leave and longevity sabbatical plan
• 401(k) plan with employer contributions
• Firm paid certifications and continuing education opportunities
• Robust wellness program & on‑site gym
• Career growth and development opportunities