Manager, Client Services

Manager, Client Services

As the Manager, Client Services, you will lead our client services team. You will be responsible for ensuring exceptional client satisfaction, managing client relationships, and driving business growth. Their strong leadership skills, excellent communication, and ability to build and maintain relationships will be crucial in delivering high-quality client service and achieving our organizational goals. As we continue to evolve and live our Orion values, we are looking for someone to grow with us.

It is anticipated that an incumbent in this role will work as a Hybrid employee, with three (3) or more days each week required on-site at one of the listed office locations.

Candidates should be located within a commutable distance to an office. Internal candidates currently aligned to an Orion office location may be given preference; however, internal candidates with varying work arrangements may be considered based on experience and business needs. Work location is subject to change based on business needs.

In this role, you'll get to:

• Manage a team of team members, including hiring, training, and developing talent; assigning work; conducting performance appraisals; making salary recommendations; coaching; and administering corrective actions as needed
• Measure, document, and report performance metrics at the team and individual level
• Mentor and support team members through instruction, real-time feedback, and modeling effective practices that build capability and confidence
• Assess team capacity, monitor workload distribution, and optimize resource utilization to meet business objectives and service standards
• Foster an inclusive, collaborative environment that encourages open communication, learning, and engagement
• Analyze team servicing effectiveness and efficiency to make recommendations for continued improvements
• Identify process improvement opportunities and delivers operational efficiency to support functional and enterprise goals
• Conduct regular one-on-one and team meetings to review priorities, remove barriers, and align efforts toward business goals
• Interact with advisors/clients to resolve servicing concerns, proactively strengthen servicing relationships with our advisors to help them grow their business and serve their clients
• Interact and partner effectively to coordinate business activities across departments including sales, operations, product, and development
• Manage vendor relationships to ensure accuracy and ease of use for Orion and its clients
• Ensure execution of all industry and Orion specific compliance requirements across the team
• Monitor client NPS scores, analyze feedback, and implement improvement initiatives to enhance the overall advisor and client experience.
• Stay updated with industry trends, emerging technologies, and best practices in client services to drive innovation and continuous improvement

We're looking for talent who:

• Possess strong knowledge of financial services industry and Orion processes
• Works with a sense of urgency to meet deadlines and address competing priorities
• Has excellent interpersonal and communication skills, with the ability to build and maintain strong relationships with your team, clients, and internal stakeholders
• Possess a proven track record in client relationship management, with a focus on delivering exceptional customer service and driving client satisfaction
• Has a high level of professionalism, integrity, and ethical conduct, with a commitment to delivering exceptional service and maintaining client confidentiality
• Possess a minimum of a Bachelor's degree in business administration or related field
• Has a minimum of 3 years experience of progressive experience client-facing roles at a high level
• Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization

Recommended Skills: Conflict Resolution, Cross-Functional Collaboration, Decision Making, Management Reporting, Performance Management (PM), Project Management, Relationship Management, Risk Management, Strategic Thinking, Technical Proficiency

Salary Range: $80,530.00 - $121,594.00

The pay listed in this posting indicates the estimated pay at the time of this posting; however, may vary depending on geographic location, job-related knowledge, skills, and experience. In addition, Orion offers a competitive benefits package which includes health, dental, vision, and disability coverage on day one, 401(k) plan with employer match, paid parental leave, pet benefits including pawternity leave and pet insurance, student loan repayment and more.

At Orion, we achieve our best work when we support one another, staying personally accountable to each other and the clients we serve. We create a welcoming environment where everyone is respected, valued, and heard. Our commitment to create raving fans ensures we consistently exceed client expectations. Thinking differently is in our DNAwe innovate always, push boundaries, and reject the status quo to deliver transformative outcomes. Together, we support one another and see it through to success, driving our collective achievements and those of our clients.