Director, Client Services (Wealth Management)

Director Of Client Services

The Director of Client Services leads Bartlett Wealth Management's Client Services team, ensuring consistent, high-quality service across all offices. This role oversees staff performance, operational effectiveness, and process improvement while leading the strategic vision for service operations, aligning priorities, improving efficiency, and supporting a differentiated client experience.

Operational Leadership

• Partners with leadership to shape and execute the Client Services operating model and contribute to firm-wide strategic planning efforts.
• Establishes clear goals, tracks progress through KPIs and scorecards, and keeps processes documented to support accountability and measurable results.
• Improves and standardizes client service processes and workflows across all offices to support scalability, efficiency, consistency, and legendary client experience.
• Identifies and resolves operational inefficiencies and systemic bottlenecks, implementing solutions that enhance productivity, reduce risk, and support long-term strategic initiatives.
• Provides financial input through budget recommendations and monitors departmental expenses.
• Attends monthly firm and service meetings.

Team Leadership & Management

• Leads and oversees Client Services staff members across all offices to ensure a consistent, high-quality client experience.
• Handles key manager responsibilities, including job descriptions, timecard and PTO approvals, and compensation recommendations for Client Services staff.
• Leads monthly Client Relationship Associate Team Lead meetings and quarterly Client Services team meetings.
• Sets clear expectations and goals, provides regular coaching and feedback, and encourages empowerment, collaboration, and continuous improvement.
• Ensures team members have the tools, resources, and training necessary to deliver high-touch, high-quality service.
• Drives talent strategy and workforce planning. Manages team workload and backup coverage to support consistent service and day-to-day operations.
• Drives employee engagement strategies and initiatives for the Client Services team.
• Champions proactive client service, client advocacy, and problem resolution to improve the client experience.
• Partners with Human Resources on employee relations matters, including performance concerns, disciplinary actions, and conflict resolution.

Client Service & Wealth Management Operations

• Provides oversight of core client service workflows, including new account openings, transfers, money movements, custodial paperwork, and ongoing client service activities.
• Ensures accuracy, timeliness, and adherence to regulatory and operational standards across all client service processes.
• Resolves complex or escalated issues or inquiries from advisors, clients, or other internal staff members/departments.
• Maintains strong communication with Advisors to ensure alignment on service levels and support needs.
• Serves as key liaison between Client Services, advisors, operations, administration, and external partners (i.e., custodians, Addepar).
• Leads and participates in firmwide initiatives and special projects, representing the Client Services function and advocating for continuous service enhancements.

Technology & Process Optimization

• Supports effective use of technology across the Client Services team, with a focus on CRM utilization and workflow integration.
• Evaluates and implements tools that enhance client service delivery, operational efficiency, and team productivity.
• Leads change management efforts. Works to minimize disruption and maximize success by preparing, supporting, and equipping staff to adopt new ways of working.
• Oversees changes to processes and technology, using best practices to improve the client service model.
• Stays informed on industry best practices and implements improvements to maintain a best-in-class client service model.

Decision-Making & Execution

• Makes sound, timely decisions and turns strategic priorities into clear plans and action.
• Proactively identifies challenges and removes barriers to team and organizational success.