Client Experience & Office Operations Lead

Job Description

Job Description

Valeo Financial Advisors is one of the largest RIA firms in the Midwest, with over $13B in assets under management, and is rapidly growing and expanding. We provide comprehensive, independent financial advice to our clients with one simple transparent fee. Based in central Indiana, we are committed to empowering the next generation and revolutionizing the financial services industry. Valeo provides competitive benefits including unlimited PTO, 401(k) with company match, and health coverage.

Our clients trust us with their life’s work. The experience of visiting our offices should reflect that. The Client Experience & Office Operations Lead owns the standard of hospitality every client and guest encounters at Valeo, and oversees the daily operations that make it possible across our locations.

Based in our Carmel, Indiana office, this position serves as the direct lead for the front desk team and works alongside that team in the rotation. It also partners with property management, vendors, and internal stakeholders to keep every office running smoothly. The ideal candidate is warm, attentive, and notices what a guest needs before they ask.

This position requires consistent in-person attendance at our Carmel, Indiana headquarters.

DUTIES & RESPONSIBILITIES

• Sets and upholds the standard for the client and guest experience, from the moment someone arrives to the moment they leave, so that every visit feels considered, gracious, and effortless.

• Serves as the direct lead for the front desk team and works alongside the team in the rotation, personally modeling the level of service expected of everyone at the desk.

• Anticipates and prepares for client visits, including greeting guests by name, coordinating refreshments, and readying the space so that advisors and clients can focus entirely on the conversation.

• Develops and refines front of house standards, training, and onboarding for the front desk team so that service is consistent and exceptional across every location.

• Plans and monitors the day-to-day running of each location to ensure smooth and highly effective operations.

• Manages all facility equipment, including identifying future furniture needs, submitting maintenance requests, addressing potential safety hazards, and communicating directly with property management.

• Maintains the appearance and presentation of all client-facing spaces to a consistently high standard.

• Assists with the coordination of internal and external events, office moves, and related relocation needs.

• Oversees the ordering of supplies to ensure every location has the necessary resources required.

• Works continuously to improve operational procedures that enhance the client experience and promote efficiency.

• Coordinates with internal stakeholders to ensure the firm remains compliant with all regulations related to confidentiality and security.

• Manages vendor relationships, including budgeting and evaluation.

• Maintains constant communication with management, staff, and vendors.

• Performs other duties as assigned.

REQUIREMENTS

• Bachelor’s degree or higher from an accredited college or university preferred.

• 3+ years of experience leading a team in a service-driven professional environment. Backgrounds in luxury hospitality, private clubs, or professional services are all welcome.

• A genuine instinct for hospitality: the ability to anticipate needs, read a room, and make people feel welcome without making the effort visible.

• Exceptional interpersonal, written, and verbal communication skills, with the poise to represent the firm to clients and guests.

• Meticulous attention to detail and a high personal standard for presentation and follow-through.

• Excellent organizational and problem-solving skills, with the discretion to handle sensitive situations gracefully.

• Strategic thinker who takes initiative and works independently with minimal direction.

• Highly proficient with Microsoft Office products.

• Experience in a regulated professional services environment, such as financial services, legal, or healthcare, is preferred.

Valeo is an Equal Opportunity Employer. Valeo does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment decisions are based on qualifications, merit, and business need.