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Director of Client Services

McLean, VA

Overview

The Director of Client Services is responsible for shaping the future of service by modernizing our client experience by focusing on operational efficiency and oversight. The Director of Client Services will report directly to the Chief Operations Officer (COO) and is responsible for the supervision, training, and management of Client Service Associates, and execution of all operational service functions within the company.  They will partner with the COO to ensure execution in all aspects of the business and further support the COO with delivering on service initiatives.

Responsibilities:

  • Oversee and manage service transaction approvals and processes (e.g., money movement, document handling, cashiering, and account maintenance) and ensuring reporting, logs and files are maintained and actioned appropriately.
  • Oversee document handling by conducting quality assurance reviews on execution within operations area.
  • Lead select operational remediations within the team and ensure corrective action is taken before deadlines
  • Ensure appropriate department coverage
  • Facilitate and manage resolution of client inquiries/requests
  • Oversee various administrative efforts in the office
  • Ensure compliance with Firm policies and procedures
  • Identify and implement process improvements to ensure teams are maximizing productivity and driving efficiencies
  • Administer other duties as delegated by the Chief Operating Officer
  • Lead, mentor, and supervise a team of Client Service Associates including conducting one-on-one meetings for coaching opportunities, career goal setting, job related activities, firm opportunities, and team building with direct reports
  • Establish and monitor KPIs, as well as execute performance reviews
  • Promote a culture that’s consistent with the Firm’s core values

Qualifications:

  • Bachelor’s degree
  • 7-10 years of previous industry experience
  • Management experience
  • Strong attention to detail, and exceptional follow through
  • Outstanding communication and relationship building skills
  • Excellent organizational skills with ability to prioritize and track multiple tasks
  • Strong leadership and talent development capabilities

Benefits:

  • Competitive compensation
  • Health benefits (medical, dental, vision, etc.)
  • A bonus program based on individual performance and company success
  • A 401(k) retirement plan with company match
  • A fun and friendly team of colleagues

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