Client Services Manager

Job Description

Job Description

Client Services Manager

Location: Louisville, CO | Hybrid Schedule

Salary Range: $77,000–$89,000 + Profit Sharing Opportunity

Lead the Future of Client Experience at NDTCO

New Direction Trust Company (NDTCO) is looking for a people-focused, service-driven leader to oversee our Client Services and Relationship Management teams.

This is an opportunity for someone who thrives on coaching teams, improving client experiences, and building strong operational partnerships in a fast-paced financial services environment.

At NDTCO, we help clients take control of their retirement investments through self-directed accounts that allow investing beyond traditional stocks and mutual funds. Our clients invest in real estate, private equity, startups, and alternative assets — and our service teams play a critical role in helping them navigate that journey confidently.

We are growing quickly and continuing to evolve our service model, making this an exciting opportunity for a leader who wants to make a visible impact on both team culture and client experience.

What You’ll Do

Lead & Develop Teams

• Coach and develop Team Leads, Client Services Representatives, and Relationship Account Managers
• Create a culture of accountability, responsiveness, and high-quality service
• Support employee growth through feedback, development, and performance management

Elevate the Client Experience

• Establish and maintain service standards across all client interactions
• Partner with leadership to improve the client journey and relationship strategy
• Help teams deliver a consistent, relationship-focused experience

Drive Operational Excellence

• Oversee daily service operations and workflow management
• Monitor service levels, response times, and quality metrics
• Partner cross-functionally with Operations and Trust Compliance
• Identify opportunities to improve efficiency and scalability

Use Data to Improve Performance

• Track KPIs and service metrics to drive team accountability
• Analyze trends and recommend process improvements
• Support strategic initiatives focused on growth and client satisfaction

What We’re Looking For

• 5+ years of leadership experience in client services, relationship management, banking, financial services, or call center operations
• Experience leading multiple teams or functions
• Strong coaching and performance management skills
• Ability to balance relationship-building with operational accountability
• Excellent communication and organizational skills
• Financial services or regulated industry experience preferred

Why NDTCO?

• Collaborative and supportive leadership team
• Opportunity to shape and improve the client experience
• Growing company with strong career development opportunities
• Hybrid work environment
• Competitive benefits package including:
  • Medical, dental, and vision insurance
  • Health Savings Account (HSA) employer contribution/match
  • 401(k) with employer match
  • Company profit sharing program
  • Paid time off and company holidays
  • Professional development opportunities

At NDTCO, we believe exceptional service starts with exceptional people. If you are passionate about leadership, client experience, and building strong teams, we’d love to connect with you.