Client Services Manager

4 weeks ago

Boston, Massachusetts, United States BOSTON TRUST WALDEN COMPANY Full time

Boston Trust Walden Company Overview

Boston Trust Walden Company is an independent, employee-owned firm that provides investment management services to institutional investors and private wealth clients. The firm manages approximately $15 billion in client assets.

The company distinguishes itself in several key ways, including:

  • stable, diversified business model serving a variety of client types
  • compelling investment philosophy and excellent track record
  • longstanding leadership in ESG impact investing
  • corporate culture grounded in shared values

Located in the heart of Boston, Boston Trust Walden employs fewer than 100 individuals. The firm's structure as an independent, employee-owned company enables it to make business decisions that align with clients and employees for long-term success.

The company's structure and size help cultivate a collegial work environment where employees have ownership of their work, contribute to positive client outcomes, and are rewarded for their efforts.

One of Boston Trust Walden's strategic priorities is to foster a positive workplace, including a commitment to diversity, equity, and inclusion. The company believes this commitment is not only the right thing to do but also a matter of good governance and a critical component of long-term business success.

The company is committed to taking meaningful steps to advance racial, ethnic, and gender equity in its workplace through retention, education, and recruitment initiatives.

Boston Trust Walden Company is an Equal Opportunity Employer. The company is committed to supporting equal employment opportunity and to promoting a workplace free of discrimination with regard to race, color, religious creed, national origin, genetic information, ancestry, sex, age, sexual orientation, gender identity, gender expression, physical or mental disability, parental status, marital status, veteran/US military status, pregnancy, citizenship status, or other legally protected status.

The company will make reasonable accommodations in the application process if requested by new job applicants.

Job Summary

The focus of the Client Service Manager is to provide exceptional client service to Boston Trust Walden's Wealth & Investment Management clients. In this role, you will be a key member of the client service team working alongside portfolio managers and administrators as the relationship management team for these high-net-worth and institutional clients.

This role may also entail people management responsibilities, with oversight of client service administrators and associates. Strategic and day-to-day responsibilities involve regular interaction and collaboration with other departments.

Key Responsibilities

  • Manage the needs of clients ensuring accuracy of transactions, efficiency, and high satisfaction
  • Work with portfolio managers to identify and maintain service level requirements for each unique relationship
  • Oversee or manage client service administrators and/or associates, including performance evaluation, training, and development goal setting
  • Coach, support, and collaborate with team members to help meet departmental and firm goals
  • Serve as the retirement account subject matter expert for clients and colleagues
  • Analyze current processes and procedures, providing suggestions and using technical skills to add efficiencies and improve the client experience
  • Collaborate with other departments regularly to ensure business objectives are being met
  • Coordinate the client onboarding process
  • Ad hoc projects in support of the firm's strategic objectives

Qualifications

  • Length/Tenure: Minimum of 15 years of client service experience in the investment management or other financial services industry
  • Retirement Account expertise - strong working knowledge of IRAs and ERISA regulations
  • Proven experience in a leadership role
  • Familiarity with financial planning concepts
  • Experience with Salesforce or similar CRM application preferred
  • BS/BA or higher

Desired Skills and Attributes

  • Superior verbal and written communication skills
  • Superior organizational and time management skills
  • Strong client service orientation
  • Ability to thrive in a team environment
  • Project Management skills
  • CFP, CTFA, CISP designations a plus

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