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Director of Client Servicing
3 months ago
Position Description:
The Director of Client Servicing is responsible for leading and guiding the Client Servicing Team in its day-to-day duties and responsibilities. The Director will serve as the main point of contact for the leadership team and Retirement Planners regarding processes, escalated requests, and issues regarding the Client Servicing Team. In addition to leading, managing, developing, and coaching the individual Client Servicing Team members, the Director will also complete functional duties as needed within the team's structure.
Responsibilities & Expectations:
- Leadership and Team Management: Lead and guide the Client Servicing Team in their day-to-day duties and responsibilities. Provide direction and mentorship to team members to ensure they meet their performance goals and KPIs through monthly one-on-ones and weekly team meetings. Foster a positive and collaborative team environment.
- Cross-Department Communication: Serve as the main point of contact for the Leadership Team and other department directors. Communicate effectively with the Leadership Team to ensure alignment with company objectives.
- Process Management: Oversee and optimize client servicing processes to ensure efficiency and quality. Continuously review and improve processes to enhance the client experience. Collaborate with other departments to streamline cross-functional processes.
- Team Development & Training: Identify training and development needs within the Client Servicing Team. Implement training programs and provide coaching to team members to enhance their skills. Foster a culture of continuous learning and professional growth.
- Functional Duties: Perform functional duties as needed within the team's structure, including handling complex client inquiries, resolving disputes, and ensuring client satisfaction.
- Performance Metrics and Reporting: Monitor key performance metrics for the Client Servicing Team. Provide regular reports to the Leadership Team on team performance and KPIs. Take corrective actions to address any performance gaps or issues.
- Compliance and Quality Assurance: Ensure that the team adheres to all relevant regulatory and compliance requirements. Conduct quality assurance checks to maintain high service standards. Identify and mitigate risks associated with client interactions.
- Strategic Planning & Collaboration: Contribute to developing the department's long-term strategies and goals. Provide input on resource allocation and budgeting for the team. Collaborate with leadership and other department directors on strategic initiatives.
- Innovation and Technology: Stay current with industry trends and technological advancements. Identify opportunities to leverage technology and automation for improved client servicing.
- Crisis Management: Develop and implement contingency plans for handling crises or unexpected challenges in client servicing. Ensure the team is prepared to respond effectively to critical situations.
- Documentation and Record-Keeping: Maintain accurate records of client interactions and service-related data. Ensure proper documentation of processes and procedures for reference and training purposes.
