Client Experience Leader, Concierge Operations

Kestra Financial, Inc.; Tempe (AZ); On-site; USD 65,000 - 90,000; Full time

Job summary

Kestra Financial, Inc. in Tempe, AZ seeks a Client Service Supervisor in Concierge to lead daily operations, support a team of associates, and ensure exceptional experiences for advisors and clients.

You will coach, analyze workloads, report metrics, and partner with Operations, Compliance, Technology, and Sales to remove roadblocks and improve end-to-end processes, while maintaining compliance and standards.

Qualifications

• 4+ years in financial services, client service, or operations.
• 1+ year in a leadership or supervisory role.
• Experience supporting advisors or wealth management preferred.
• Strong organizational, communication, and problem-solving skills.

Responsibilities

• Oversee a team of Concierge Associates and coach for high performance.
• Monitor workload, call and case volumes, and service level metrics to ensure timely resolution.
• Serve as escalation point for complex client matters and own resolutions.
• Partner with cross-functional teams to remove roadblocks and improve processes.
• Lead team meetings and support hiring, onboarding, and training.
• Maintain SOPs and ensure compliance with policies and regulatory requirements.

Skills

Leadership

Client service

Operations management

CRM systems

Analytical skills

Education

High school diploma

College degree preferred

Tools

Salesforce

CRM software

Job description

Kestra Financial, Inc. in Tempe, AZ seeks a Client Service Supervisor in Concierge to lead daily operations, support a team of associates, and ensure exceptional experiences for advisors and clients.

You will coach, analyze workloads, report metrics, and partner with Operations, Compliance, Technology, and Sales to remove roadblocks and improve end-to-end processes, while maintaining compliance and standards.