Client Service Supervisor

Client Service Supervisor In ConciergeKestra Holdings offers industry-leading wealth management platforms for independent wealth management professionals nationwide. Kestra is dedicated to empowering independent financial professionals—including traditional and hybrid RIAs—to grow their businesses and deliver exceptional client service. We combine advanced business management technology with personalized consulting to provide unmatched scale, efficiency, and support. Our advisor-focused culture is built on innovation and advocacy, enabling advisors to offer comprehensive securities and investment advisory solutions to their clients.The Client Service Supervisor in Concierge is a frontline leader responsible for overseeing daily operations, supporting a team of associates, and ensuring the delivery of exceptional experience for advisors and clients. This role balances hands-on problem-solving with people leadership and process improvement, ensuring that service commitments are consistently met with accuracy, empathy, and accountability.You'll serve as a subject matter expert, coach, and escalation point while driving service consistency, operational efficiency, and team engagement. This is an ideal role for someone with deep service experience, strong communication skills, and a proven ability to lead others through change and complexity.What You'll Do:Oversee a team of Concierge Associates, setting clear expectations, providing day-to-day direction, and coaching to ensure high performance and service consistencyMonitor, analyze, and report daily workload, call and case volumes, and service level metrics to ensure timely and accurate resolution of client requestsServe as the escalation point for complex, urgent, or sensitive client matters; take ownership through resolutionConduct regular one-on-one meetings and formal performance reviews to support development, provide feedback, and address performance concerns in alignment with company expectationsPartner with cross-functional teams—including Operations, Compliance, Technology, and Sales—to remove roadblocks, share feedback, and improve end-to-end processes.Analyze trends in service activity to identify opportunities for training, quality improvement, and operational efficienciesChampion operational improvements and process enhancementsApply deep operational expertise to solve issues quickly, identify root causes, and implement sustainable solutionsEnsure scheduling, staffing, and resource alignment matches client demand and coverageLead team meetings and contribute to department meetings to reinforce service standards, share updates, and keep the team aligned on prioritiesSupport hiring, onboarding, and training of new team members; serve as a culture carrier and role model.Maintain compliance with internal policies, procedures, and regulatory requirements, ensuring the team adheres to operational standardsRegularly review and update standard operating procedures (SOPs) to reflect current practices, support training, and improve consistency across the teamContribute to strategic initiatives and represent the Concierge team in cross-functional projects as neededWhat You Bring:4+ years of experience in financial services, client service, or operations1+ year in a leadership or supervisory roleHigh school diploma required; college degree preferred Experience in advisor support or wealth management preferredProven ability to lead teams in a client service or operations environment, with a focus on accountability, empathy, and results.Strong organizational and time management skills with the ability to manage both individual and team priorities.Excellent interpersonal communication skills: clear, composed, and able to inspire confidence and trust.Ability to navigate and resolve escalations with professionalism, while coaching others through similar scenarios.Strong analytical skills and attention to detail; comfortable interpreting metrics to assess performance and recommend improvements.High comfort level with CRM systems (Salesforce), advisor platforms, and custodial tools; able to guide others through complex workflows.Licenses:SIE, Series 7 Required (or must be obtained within 6 months of hire)Series 24 preferredInternal Application Policy:Internal applicants must be in good standing and have a minimum of 1 year of service with Kestra. Internal applicants must also have a minimum of 1 year service in current role unless approved by EVP.Benefits to support you:Competitive pay and benefits with a large employer (over 1600 employees nationwide)401(k), health insurance, and a competitive benefits packageWork in a supportive, collaborative environment committed to professional excellenceHelp clients navigate meaningful financial decisions with confidenceOpportunities for training, development, and long-term growth within the firmTuition reimbursement for qualified expensesKestra Values: Our Mission is Powering Financial Independence, enabling the growth and success of investing clients and the advisors who serve them. We do that by living our values: Serve, Make it Happen, and One team.