Manager of Client Experience & Business Services

Job Description

Job Description

Manager of Client Experience & Business Services

Canandaigua National Trust Company Florida (Sarasota, Florida)

Education, Training and Experience

A bachelor’s degree in a related field or equivalent combination of education and work experience.

Minimum of five (5) years of experience in related positions normally required.

Experience supporting professionals in wealth management, trust, banking, financial planning, or related fields preferred.

Essential Duties  

The Office Manager is responsible for providing comprehensive administrative, operational, client service, and governance support to a team of Wealth Advisors, Trust Officers, and Financial Planning professionals. This role serves as the operational hub of the office, ensuring exceptional client experiences, efficient workflow management, and seamless coordination of Board of Directors activities. The individual acts as a trusted partner to the wealth management team and executive leadership, supporting both day-to-day operations and strategic initiatives while maintaining the highest standards of professionalism, confidentiality, and service excellence.

Performs a variety of duties relating to the efficient operations of the CNTF Office, of which the following is illustrative:

• Create a positive and professional experience for clients and visitors.
• Ensure the office operates efficiently and effectively.
• Anticipate the needs of advisors and trust professionals.
• Demonstrate flexibility and adaptability in a fast-paced environment.
• Foster a collaborative team culture while maintaining high standards of service and professionalism.

1. Client Service & Relationship Support
   1. Serve as the first point of contact for clients, visitors, and callers, providing a professional and welcoming experience.
   2. Coordinate client meetings, prepare conference rooms, and manage meeting logistics.
   3. Assist with onboarding new clients and maintaining client records.
   4. Support client communications, including appointment confirmations, follow-up correspondence, and document requests.
   5. Coordinate client events, educational seminars, and appreciation activities.
2. Board & Governance Support
   1. Serve as the primary administrative liaison between the Wealth Management division and the Board of Directors and committee members.
   2. Coordinate approximately 10 annual Board and committee meetings, including scheduling, logistics, venue arrangements, technology support, and meeting preparation.
   3. Prepare and distribute board packets, presentations, agendas, minutes and supporting materials while ensuring accuracy, confidentiality, and timely delivery.
   4. Facilitate communication between board members, executive leadership, and wealth management staff.
   5. Maintain board meeting calendars, attendance records, governance documentation, and meeting archives.
   6. Track action items, follow-up requests, and key deliverables resulting from board committee meetings.
3. Administrative & Office Management
   1. Manage calendars and scheduling for Wealth Advisors and Trust Officers.
   2. Maintain office supplies, equipment, and vendor relationships.
   3. Organize and maintain electronic and physical filing systems.
   4. Assist with preparation and distribution of reports, presentations, and meeting materials.
   5. Monitor and support office workflow to ensure deadlines and service standards are met.
4. Operational Support
   1. Assist with account opening documentation and administrative processing.
   2. Coordinate document collection, signature tracking, and follow-up on outstanding items.
   3. Support compliance and record retention requirements.
   4. Maintain accurate data within CRM and wealth management systems.
   5. Generate and distribute client reports and meeting packages.
5. Team Coordination
   1. Support collaboration among Wealth Advisors, Trust Officers, and Financial Planning professionals.
   2. Serve as the liaison between Marketing and Community Engagement.
   3. Assist in prioritizing administrative requests and managing team workflow.
   4. Coordinate internal meetings and maintain action-item tracking.
   5. Serve as a resource for office procedures and operational best practices.
6. Technology & Process Improvement
   1. Utilize CRM, trust accounting, and document management systems effectively.
   2. Identify opportunities to improve office efficiency and client service processes.
   3. Assist with implementation of new technology and workflow enhancements.
7. Comply with operating policies and procedures established for the CNB Wealth division.
8. Assists in the organization of the work and activities of the Wealth Management division in order to achieve established goals; monitors the efficiency and performance of the department versus established standards.
9. Provides periodic reports to supervisor and other groups as required throughout the organization.

Compensation – $25.25 - $30.25
The actual salary offered within the range is dependent on a variety of factors including, but not limited to, relevant experience, qualifications, skills, level offered, and performance expectations.

What makes working at CNTF different?

Canandaigua National Trust Company of Florida (CNTF) opened its doors in 2009. However, our corporate history spans more than 125 years. Our affiliate, Canandaigua National Bank & Trust built its legacy in upstate New York by providing a higher level of personal service and a suite of investment choices tailored to meet the needs of their customers. We now offer that same commitment to individuals on the Florida Gulf Coast from Tampa to Naples.

We’re ready to help you achieve your financial goals through time-tested trust and investment management strategies— a proven formula that's been successful for generations of investors in any kind of economic climate. We can also help you take advantage of the potential tax savings that result from establishing trusts in Florida, whether you’re a permanent or seasonal resident.

CNTF takes an active role in helping the communities we share to thrive and grow. This includes our commitment to having a workforce that is reflective and supportive of diversity, equity, and inclusion.   It also includes our commitment to support and collaborate with organizations that work to advance these initiatives.

Our strong corporate culture is based upon seven Core Values: Honesty and Integrity, Responsibility, Teamwork, Respect, Innovation, Professionalism, and Commitment. Our culture nurtures passionate employees. 

Our goal is to ensure that our bank, employees, and our community thrive and grow, now and for the next 125 years. We're in it for the long haul. What truly sets us apart from other financial institutions is the quality and commitment of our employees. We've assembled a diverse team of people who share a primary focus: to provide exceptional service for our customers.

As an organization, we are committed to hiring, training, developing, promoting, and celebrating employees from historically disadvantaged groups. At CNB, we welcome the unique contributions that you can bring in terms of ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, religion, disability, sexual orientation, education, and culture.

At Canandaigua National Trust Company, we work diligently to earn your trust and believe that entrusting your finances to us entitles you to a higher level of service. If you want to be a part of something special, join us today!

Canandaigua National Corporation and its subsidiaries encourage diversity in the workplace; we are an Equal Opportunity Employer. Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran.