Manager, Client Service

Job Description Summary:

Focus Partners is seeking a Manager Client Service. The Manager Client Service leads the delivery of a high-quality consistent client service experience while managing and developing a team of Client Service professionals. This role balances hands-on operational leadership with people management escalation ownership and continuous improvement of service processes to ensure service standards are met and upheld.

The Manager Client Service serves as a trusted partner to advisors internal teams and custodial partners guiding the team to deliver exceptional service to advisory teams and clients. The role includes directing day-to-day team activities overseeing complex issues and custodian escalations and collaborating closely across Client Service Core Operations and Platform Operations. Success in this role requires flexibility sound judgment proactive leadership and consistent follow-through in a dynamic environment.

Focus provides team members the flexibility to work a hybrid schedule. Our hybrid model is defined as 3 days in office work required per week while giving team members the option to work remotely 2 day per week or as assigned by their team leader.

Job Description:

Primary Responsibilities

1. Service Delivery & Issue Management

• Manage and direct daily Client Service activities ensuring appropriate coverage and consistent service levels.
• Prioritize work and adjust resources in response to fluctuating volumes market activity and seasonal demands.
• Step in during high-volume or high-stress periods to maintain service continuity and team stability.
• Serve as the primary owner for complex escalated or non-routine service issues involving advisors clients internal teams or custodial partners.
• Drive issue resolution through effective coordination sound judgment and a unified professional approach.
• Identify recurring issues and partner with stakeholders to address root causes and improve outcomes.
• Retain a limited CSA workload to maintain direct client engagement and provide hands-on support for the team.

2. Team Leadership & People Management

• Lead develop and unify a geographically dispersed Client Service team through clear expectations accountability and engagement.
• Coach team members to deliver high-quality high-touch service and support their professional growth.
• Provide regular feedback and performance coaching to achieve departmental and firm-wide goals.
• Recruit onboard train and develop Client Service team members.
• Address performance and conduct matters in accordance with firm policy.
• Foster a positive collaborative team culture and support employee engagement initiatives.
• Run team meetings to align priorities and reinforce standards.

3. Service Operations & Collaboration

• Monitor service metrics and trends to assess workload capacity and coverage needs.
• Ensure consistent service delivery through standardized service expectations and best practices.
• Proactively identify risks bottlenecks and resource constraints.
• Pursue efficiencies through effective use of tools processes and documentation.
• Leverage CRM and service tools to improve workflow management visibility and accountability.
• Build strong trust-based relationships with advisory teams and advisory leadership.
• Advocate for Client Service while balancing advisor expectations client experience and firm priorities.
• Partner closely with Operations Platform Compliance and other internal teams to support service delivery and change management.
• Coordinate with leadership to anticipate challenges and define actionable solutions.
• Lead communication and represent Client Service in firm initiatives projects and cross-functional efforts.

Qualifications

• 5 years of experience in the financial services industry including a minimum of three years in the RIA industry.
• 2 years of experience supervising or managing service-oriented or operational teams preferred.
• Demonstrated leadership ability with sound judgment integrity discretion and the trust of colleagues.
• Proven ability to independently resolve complex or escalated service issues.
• Strong coaching and people leadership skills with the ability to motivate and develop team members.
• Commitment to delivering an outstanding advisor and client service experience.
• Excellent communication active listening organizational and relationship-management skills.
• Proven ability to collaborate effectively with stakeholders at all levels and work well with diverse personalities.
• Self-starter with a strong bias for action and the ability to prioritize and manage multiple initiatives in a fast-paced environment.
• Strong problem-solving skills attention to detail and consistent follow-through.
• Extensive knowledge of industry back-office practices and custodial platforms including Charles Schwab and Fidelity.
• Fluency with service and workflow tools such as CRM systems (Salesforce) Orion Pontera and related platforms.

This position is an exempt position. The annualized base pay range for this role is expected to be between $100000 - $110000 base salary compensation range. Actual base pay may vary based on factors including but not limited to experience subject matter expertise geographic location where work will be performed and the applicants skill set. The base pay is just one component of the total compensation package. Other rewards may include an annual cash bonus and a comprehensive benefits package including but not limited to medical dental vision life insurance and 401(k). Please note that the job title is subject to change based on the selected candidates experience and education.

Focus Partners is an organization of wealth asset and business management resources that brings strength innovation and partnership to client relationships. Through a comprehensive range of services Focus Partners supports clients at every stage of life helping them manage their financial future. Focus Partners uses research-backed investment strategies to create custom-built portfolios and delivers personalized wealth planning solutions to clients in all 50 states. Focus Partners is part of Focus a leading financial services firm comprised of wealth management family office and business management services. To learn more about Focus visit or follow the company on LinkedIn .

#LI-SA1

Focus is a leading financial services firm comprised of integrated wealth management family office and business management services. Blending deep expertise and expansive resources with a boutique client-first fiduciary philosophy Focus helps individuals families and institutions navigate complex financial situations with highly personalized solutions tailored to their unique needs. To learn more about Focus visit or follow the company on LinkedIn .

EEO Statement : Focus is an equal opportunity employer and bases its employment decisions on the employee or candidates skillset and without regard to an employee or candidates race color religion sex (including pregnancy) gender identity sexual orientation national origin age disability genetic information veteran status or any other characteristic protected by local state and/or federal law.

Focus complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and/or to receive other benefits and privileges of employment please contact

The following language is for US based roles only

For California Applicants: Information on your California privacy rights can be found here

For Indiana Applicants: It is unlawful for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States a member of the Indiana National Guard or a member of a reserve component.

For Maryland Applicants: I UNDERSTAND THAT UNDER MARYLAND LAW AN EMPLOYER MAY NOT REQUIRE OR DEMAND AS A CONDITION OF EMPLOYMENT PROSPECTIVE EMPLOYMENT OR CONTINUED EMPLOYMENT THAT ANY INDIVIDUAL SUBMIT TO OR TAKE A POLYGRAP OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100.

For Massachusetts Applicants: 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 shall be subject to criminal penalties and civil liability.

For Montana Applicants: If hired the employment relationship is governed by the Wrongful Discharge from Employment Act. Mont. Code Ann. Section.

For Rhode Island Applicants: Focus is subject to Chapters 29-38 of Title 28 of the General Laws of Rhode Island and is therefore covered by the states workers compensation law. If you willfully provide false information about your ability to perform the essential functions of the job with or without reasonable accommodations you may be barred from filing a claim under the provisions of the Workers Compensation Act of the State of Rhode Island if the false information is directly related to the personal injury that is the basis for the new claim for compensation. The Company complies fully with the Americans with Disabilities Act.

Required Experience:

Manager