Client Service Operations Manager - Wealth Management

Job Description

Job Description

Coldstream Wealth Management is looking for an experienced Operations Manager to lead client service for one of our Bellevue teams. If you are passionate about ensuring exceptional client experience and mentoring and developing team members, we want to hear from you!

Our team Operations Manager position partners with the Team Lead to guide the wealth management team, providing day-to-day leadership and oversight of the team's client service group. They manage the team's workflows, processes, and internal operations, ensuring consistent implementation of best practices. They directly supervise the client service team members, with responsibility for hiring, training, career development, recommending compensation, and staffing strategy.

This role is ideal for someone with multiple years of wealth management client service/operations experience who has taken on or is ready to take on additional leadership responsibilities, including people management, mentoring, delegation, workflow management, and operational oversight.

We have a hybrid work environment, with team members working in our Bellevue office two to three days per week (Tuesday and Wednesday currently, with the potential for adding Thursdays, from 7:00 a.m. to 4:00 p.m.) and the flexibility to work remotely on the other days.

Specific responsibilities include:

• Team Leadership & Management
  • Serve as the day-to-day leader and primary resource for the team's Client Service Associates and Wealth Management Associates, providing management, direction, mentorship, and support.
  • Delegate and oversee client service workflow, ensuring tasks are appropriately prioritized, completed accurately, and delivered on time.
  • Review work completed by client service team and provide coaching and feedback to support their professional development.
  • Oversee onboarding and training of new client service team members.
  • Identify opportunities to improve team processes, efficiency, and client experience.
• Partnership with Team Lead
  • Act as a key partner to the Team Lead in the day-to-day management of the team.
  • Assist the Team Lead with strategic planning, goal setting, and implementation of team initiatives and best practices.
  • Help monitor team priorities, workflows, and capacity to ensure the team operates effectively.
  • Manage team meetings, events, and initiatives.
  • Step in to provide leadership when the Team Lead is unavailable.
• Firm Engagement
  • Collaborate with Client Team Operations Manager colleagues across the firm to support consistent, high-quality client experience.
• Client Service
  • Serve as a primary point of contact for a select group of clients, functioning as their Senior Wealth Management Associate.
  • Deliver exceptional client service by anticipating client needs, addressing concerns, and resolving issues efficiently.
  • Participate in client meetings and present ideas and concepts in an organized and effective manner.
  • Prepare meeting materials and summaries and manage post-meeting action items.
  • Oversee the gathering and maintenance of client information and ensure data integrity within the CRM.
  • Assist Wealth Managers in developing and implementing financial plans and utilizing financial planning tools and analysis to support client financial decisions.
  • Oversee the new client onboarding process and ongoing account maintenance.

• 5-10 years of progressively responsible experience in the wealth management industry, including training/oversight/mentorship of client service team members or interns
• A Bachelor's degree
• Series 65 license plus FPQP® or completion of the first CFP® module (or willingness to obtain within 12 months at Coldstream's expense)
• Proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook); experience with Salesforce CRM, eMoney, and/or Tamarac is preferred Excellent written and verbal communication skills
• Strong organizational, prioritization, and delegation abilities with consistent attention to detail
• Demonstrated commitment to a positive client experience