Director, Client Services (Wealth Management)

The Director of Client Services leads Bartlett Wealth Management’s Client Services team, ensuring consistent, high-quality service across all offices. This role oversees staff performance, operational effectiveness, and process improvement while leading the strategic vision for service operations, aligning priorities, improving efficiency, and supporting a differentiated client experience. Operational Leadership Partners with leadership to shape and execute the Client Services operating model and contribute to firm-wide strategic planning efforts. Establishes clear goals, tracks progress through KPIs and scorecards, and keeps processes documented to support accountability and measurable results. Improves and standardizes client service processes and workflows across all offices to support scalability, efficiency, consistency, and legendary client experience. Identifies and resolves operational inefficiencies and systemic bottlenecks, implementing solutions that enhance productivity, reduce risk, and support long-term strategic initiatives. Provides financial input through budget recommendations and monitors departmental expenses. Attends monthly firm and service meetings. Team Leadership & Management Leads and oversees Client Services staff members across all offices to ensure a consistent, high-quality client experience. Handles key manager responsibilities, including job descriptions, timecard and PTO approvals, and compensation recommendations for Client Services staff. Leads monthly Client Relationship Associate Team Lead meetings and quarterly Client Services team meetings. Sets clear expectations and goals, provides regular coaching and feedback, and encourages empowerment, collaboration, and continuous improvement. Ensures team members have the tools, resources, and training necessary to deliver high-touch, high-quality service. Drives talent strategy and workforce planning. Manages team workload and backup coverage to support consistent service and day-to-day operations. Drives employee engagement strategies and initiatives for the Client Services team. Champions proactive client service, client advocacy, and problem resolution to improve the client experience. Partners with Human Resources on employee relations matters, including performance concerns, disciplinary actions, and conflict resolution. Client Service & Wealth Management Operations Provides oversight of core client service workflows, including new account openings, transfers, money movements, custodial paperwork, and ongoing client service activities. Ensures accuracy, timeliness, and adherence to regulatory and operational standards across all client service processes. Resolves complex or escalated issues or inquiries from advisors, clients, or other internal staff members/departments. Maintains strong communication with Advisors to ensure alignment on service levels and support needs. Serves as key liaison between Client Services, advisors, operations, administration, and external partners (i.e., custodians, Addepar). Leads and participates in firmwide initiatives and special projects, representing the Client Services function and advocating for continuous service enhancements. Technology & Process Optimization Supports effective use of technology across the Client Services team, with a focus on CRM utilization and workflow integration. Evaluates and implements tools that enhance client service delivery, operational efficiency, and team productivity. Leads change management efforts. Works to minimize disruption and maximize success by preparing, supporting, and equipping staff to adopt new ways of working. Oversees changes to processes and technology, using best practices to improve the client service model. Stays informed on industry best practices and implements improvements to maintain a best-in-class client service model. Decision-Making & Execution Makes sound, timely decisions and turns strategic priorities into clear plans and action. Proactively identifies challenges and removes barriers to team and organizational success. Qualifications Associates or Bachelor’s degree in business, finance, economics, accounting, or related field. 7-10 years of administrative and client service experience within a wealth management, Registered Investment Advisor or financial services environment. 5-8 years of leadership experience, managing teams, preferably across multiple locations. Willingness to travel to other office locations, including Chicago and Louisville (and future locations as the firm grows), approximately 2 – 4 times per year or as business needs require. Experience leading teams, improving operations, overseeing client administrative processes, and communicating effectively with senior leadership. Direct experience performing and overseeing client administrative processes (i.e., account openings, custodial paperwork, transfers). Strong communication, organizational, and leadership skills, with the ability to effectively partner with and manage up to senior leadership. Project management experience or certification. Proven ability to design and improve business processes and build scalable operational systems. Working knowledge and strong understanding of CRM systems (i.e., Salesforce, Practifi) and their application in driving efficiency. Working knowledge of portfolio management platforms (i.e., Addepar) and custodian systems (i.e., Schwab, Fidelity, Pershing). Proficiency in Microsoft Office applications, primarily Word, Excel, and Outlook. Prior experience or familiarity with EOS tools and structure is a plus. Prior experience integrating or optimizing tech stacks, preferred. Prior experience with document management, e-signature, and PDF applications, preferred. Knowledge, Skills & Abilities Strategic, confident leader who turns vision into action and drives accountability and results. Operationally focused with a continuous improvement mindset. Technologically proficient and comfortable leveraging systems to enhance performance. Strong emotional intelligence with the ability to build trust and relationships. Effective communicator, collaborator, and team builder. What’s in it for you: A Top Workplace winning culture built on teamwork, integrity, and diligence. Engaging work environment. Opportunity for professional growth and development. Competitive salary and eligibility for annual firm profitability/individual performance incentive. Comprehensive benefits package includes medical, dental, vision, life, and long-term disability insurance, flexible spending accounts and the items listed below. 401(k) plan with match and profit-sharing contribution. Generous paid time off. Paid parental and medical leave. Bartlett Wealth Management has 85 employees between its locations in Cincinnati, Chicago, and Louisville, and about $10.25 billion in assets under management as of December 31, 2025. #LI-Hybrid #LI-KM1