Client Services Director

Client Services Team Leader The Client Services Director (CSD) leads, mentors, and manages a team of Client Service Managers (CSMs) to ensure exceptional service delivery and client satisfaction. The CSD leverages deep domain expertise and industry knowledge to drive strategic initiatives, manage and grow client relationships, and maintain regulatory compliance. This role is responsible for team leadership, performance management, skill development, and fostering a client-centric and innovative culture. The CSD analyzes metrics to identify opportunities for improvement and models integrity, accountability, and service excellence. Key Responsibilities and Duties Provide clear direction, support, and mentorship to Client Service Managers. Foster a collaborative and inclusive environment, effectively integrating new team members and bringing out the best in each CSM. Conduct regular team meetings to discuss strategy, updates, and address challenges. Foster a culture of innovation and operational excellence. Drive process improvements through data-driven insights, encourage original thinking, and adopt best practices. Lead by example with professionalism, discernment, integrity, and a true client-first philosophy in every action and decision. Oversee the development and maintenance of strong institutional client relationships, ensuring outstanding service, satisfaction, and retention in alignment with TIAA’s values. Guide and support CSMs in resolving complex client issues and escalations, ensuring timely and satisfactory outcomes. Set performance goals and regularly monitor, analyze, and review CSM and team performance using relevant KPIs and scorecards. Conduct regular performance evaluations and provide coaching, constructive feedback, and career development guidance. Identify training needs and implement targeted development programs to upskill CSMs and support professional growth, in partnership with the Readiness, Training, and Coaching teams. Lead knowledge management initiatives and manage training in process and system changes. Develop and execute strategic plans for client service delivery in coordination with senior management. Own and continuously refine CSM-specific service procedures for maximum efficiency, compliance, and client satisfaction. Build and maintain strong partnerships with internal business partners and stakeholders (e.g., Operations, Business Readiness, Consultant Relations, D&CX) to deliver seamless, integrated client solutions. Act as the primary escalation point for key clients, provide strategic guidance, and review/approve service agreements and solutions to ensure alignment with both client goals and organization strategy. Monitor and mitigate risks in client service delivery; ensure full compliance with industry regulations and TIAA policies. Educational Requirements University (Degree) Preferred Work Experience 5+ Years Required; 7+ Years Preferred FINRA Registrations SRC Indicator: Series 6 or 7; Series 63; Series 26 or 24; Series 26 or 24 required within 120 days of role acceptance Physical Requirements Physical Requirements: Sedentary Work Career Level 8PL Related Skills Accountability, Business Acumen, Business Development, Client Relationship Management, Commercial Mindset, Communication, Financial Markets Impact, Inspires Others, Negotiation, Problem Solving, Relationship Management, Retirement Planning Selling Anticipated Posting End Date: 2026-06-26 Base Pay Range: $92,400/yr - $115,000/yr Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans). _____________________________________________________________________________________________________ Company Overview Every worker deserves a secure retirement. For more than 100 years, TIAA has delivered it for millions of people. Founded to help educators retire with dignity, today weʼre a market-leading retirement company fueled by world-class asset management. But weʼre not just another legacy financial services firm. Weʼre fighting harder than ever before for our clients and the many Americans who need us. Our Culture of Impact At TIAA, we're on a mission to build on our 100+ year legacy of delivering for our clients while evolving to meet tomorrow's challenges. We equip our associates with future-focused skills and AI tools that enable us to advance our mission. Together, we are fighting to ensure a more secure financial future for all and for generations to come. We are guided by our values: Champion Our People, Be Client Obsessed, Lead with Integrity, Own It, and Win As One. They influence every decision we make and how we work together to serve our clients every day. We thrive in a collaborative in-office environment where teams work across organizational boundaries with shared purpose, accelerating innovation and delivering meaningful results. Our workplace brings together TIAA and Nuveen's entrepreneurial spirit, where we work hard and work together to create lasting impact. Here, every associate can grow through meaningful learning experiences and development pathways—because when our people succeed, our impact on clients' lives grows stronger. Benefits and Total Rewards The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates. That’s why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being. To learn more about your benefits, please review our Benefits Summary. Equal Opportunity We are an Equal Opportunity Employer. TIAA does not discriminate against any candidate or employee on the basis of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status. Our full EEO & Non-Discrimination statement is on our careers home page, and you can read more about your rights and view government notices here. Accessibility Support TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities. If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team: Phone: View phone number on click.appcast.io Email: View email address on click.appcast.io Drug and Smoking Policy TIAA maintains a drug-free and smoke/free workplace. Privacy Notices For Applicants of TIAA, Nuveen and Affiliates residing in US (other than California), click here. For Applicants of TIAA, Nuveen and Affiliates residing in California, please click here. For Applicants of TIAA Global Capabilities, click here. For Applicants of Nuveen residing in Europe and APAC, please click here. TIAA started out over 100 years ago to help ensure teachers could retire with dignity. Today, many people who work at not-for-profits rely on our wide range of financial products and services to support and strengthen their financial well-being. Privacy Notices For Applicants of TIAA, Nuveen and Affiliates residing in US (other than California), click here. For Applicants of TIAA, Nuveen and Affiliates residing in California, please click here. For Applicants of TIAA Global Capabilities, click here. For Applicants of Nuveen residing in Europe and APAC, please click here. Nondiscrimination & Equal Opportunity Employment TIAA is committed to providing equal opportunity across all employment practices and we believe our employees have a right to a diverse and inclusive workplace. EEO is the Law Pay Transparency Philadelphia Ban the Box