Client Services Operations Manager

Client Service & Operations Manager

We are a fee-only fiduciary financial planning and investment management firm focused on delivering highly personalized advice and an exceptional client experience. We help clients make smarter financial decisions through thoughtful planning, long-term relationships, and a simple, technology-enabled process.

We are growing and looking for a highly organized, proactive operations leader who can help us scale while maintaining the high-touch client service our firm is built on.

About the Role

The Client Service & Operations Manager will serve as a key operational leader for the firm. This person will oversee day-to-day operations, improve workflows, support client service delivery, manage systems and vendor relationships, assist with compliance processes, and provide direct support to firm leadership.

The ideal candidate has experience in wealth management, financial advisory, financial services, or an RIA environment and is comfortable balancing hands-on execution with strategic operational support.

What You'll Do

Firm Operations:

• Oversee daily operational functions across the firm
• Maintain and improve workflows, procedures, and service processes
• Ensure accuracy and consistency in client onboarding, account servicing, and administrative tasks
• Document and update internal procedures
• Identify process improvements that increase efficiency and scalability
• Coordinate with custodians, vendors, and technology providers
• Help ensure the firm's infrastructure can support future growth

Client Service & Experience:

• Oversee the client onboarding process to ensure accuracy and timeliness
• Monitor client service requests and follow-up items
• Establish and maintain service standards for response times and communication quality
• Resolve escalated client service issues professionally and promptly
• Support advisors with client meeting preparation, documentation, and follow-up
• Help ensure every client touchpoint reflects the firm's fiduciary, client-first approach

Technology & Systems:

• Oversee firm systems, including CRM, portfolio management, financial planning, and custodial platforms
• Maintain CRM workflows and operational processes
• Identify opportunities for automation, integration, and system improvements
• Coordinate new technology implementations or enhancements

Leadership & Executive Support

• Manage executive calendars and scheduling
• Coordinate client meetings, internal meetings, travel, and external commitments
• Prepare meeting agendas, materials, and follow-up items
• Help leadership prioritize daily, weekly, and long-term activities
• Assist with special projects and business initiatives

What We're Looking For

Required Experience

• 5+ years of experience in a financial advisory, wealth management, RIA, or financial services environment
• Experience in client service, operations, office management, or team leadership
• Strong understanding of advisory firm operations, client service workflows, and administrative processes
• Ability to manage multiple priorities in a fast-paced, client-focused environment

Preferred Experience

• Experience working within an RIA or fiduciary advisory firm
• Experience supporting advisors, executives, or firm leadership
• Familiarity with compliance processes, recordkeeping, audits, or regulatory filings
• Experience improving workflows, documenting procedures, or implementing operational processes

Technology Experience

Experience with any of the following platforms is preferred:

• CRM systems such as Redtail, Wealthbox, or Salesforce
• Portfolio management platforms such as Orion, Tamarac, Black Diamond, or Advyzon
• Financial planning tools such as eMoney, MoneyGuidePro, or RightCapital
• Custodial platforms such as Schwab, Fidelity, or Pershing

Education

• Bachelor's degree in business, finance, management, or a related field preferred

TCWGlobal is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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