Client Service Lead - 24h SLA & Team Growth

Kestra Holdings; Tempe (AZ); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive pay

401(k)

Health insurance

Collaborative environment

Training and development

Job summary

Kestra Financial in Tempe, AZ seeks a Client Service Supervisor to lead a team of Account Services staff and ensure exceptional advisor and client experiences. You will balance hands-on problem-solving with people leadership, supervise performance, and drive process improvements.

You will monitor key metrics, manage SLA adherence, and partner with other departments to enhance efficiency while maintaining regulatory compliance and a service-focused culture.

Qualifications

• Proven ability to manage, develop, and motivate a team.
• Strong judgment to identify and resolve daily operational challenges.
• Ability to conduct effective performance and quality review conversations.
• Solid understanding of financial services operations, especially account opening, maintenance, transfers, and client service processes.

Responsibilities

• Lead and coach a team of Account Services staff to ensure efficient task completion.
• Monitor queues, SLA adherence, and timely responses to service cases.
• Perform daily reporting on queue performance and productivity to drive improvements.
• Own departmental programs and collaborate with other departments for scalability.
• Handle ad hoc duties and support the Director/Manager as needed.

Skills

Team leadership

Performance management

Data analysis

Communication

Problem solving

Coaching & mentorship

Client service operations

Tools

CRM system

Job description

Lead with Purpose.

As a Client Service Supervisor, you are a frontline leader responsible for overseeing daily operations, supporting a team of Client Service Associates and Specialists, and ensuring the delivery of exceptional experience for advisors and clients. You will balance hands-on problem-solving with people leadership and process improvement, ensuring that service commitments are consistently met with accuracy, empathy, and accountability. You will monitor key operational queues, analyze team performance data, manage specific departmental programs, and partner with other departments to enhance overall effectiveness.

What you’ll Do:

Team Leadership & Performance Management:

• • Manage and guide a team of Account Services support staff, including Senior Client Service Associates, Client Service Associates, Specialists, and Support Specialists.
  • Set clear priorities and coordinate work activities for the team to ensure efficient task completion.
  • Conduct regular one-on-one meetings, provide constructive feedback, and offer coaching and mentorship to foster team member development and career paths.
  • Conduct quality review conversations with employees on a regular basis to ensure work is completed accurately and to departmental standards.
  • Assist the Account Services Manager with resource planning, scheduling, and identifying training needs.
  • Lead by example, promoting and recognizing team members for embodying company values.

Oerational Oversight & SLA Adherence:

• • Proactively monitor business volumes across various queues (AdvisorComplete processing, KDP processing, Onboarding Salesforce queue, ASEscalations Salesforce queue, Salesforce tasks, Onboarding Operations phone queue, Teams chats).
  • Ensure the department consistently processes items within a 24-hour SLA.
  • Ensure service cases are responded to within 24 hours.
  • Ensure 80% of calls are answered within 30 seconds.
  • Take responsibility for handling escalated issues with care and professionalism, guiding the team to resolution.

Reporting & Data Analysis:

• • Perform daily reporting to monitor queue performance, team member productivity, and adherence to service level agreements.
  • Analyze data to identify trends, bottlenecks, and areas for process improvement.

Program Ownership & Process Improvement:

• • Own and manage specific departmental programs, including the signature guarantee program and forms management.
  • Partners with other departments (e.g., Supervision, Concierge, Client Experience, Trading, Legal, Compliance, Technology) to find ways to improve the effectiveness and scalability of departmental operations.
  • Be proactive in assessing client needs/demands and delivering added value.
  • Ensure knowledge and compliance with all applicable laws and regulations.

Administrative & Ad Hoc Duties:

• • Perform necessary administrative tasks related to team management.
  • Contribute to a culture of reinvention, advocacy, and integrity to empower advisor success.
  • Perform other duties and projects as assigned by Director/Manager.

What You Bring:

• • Proven ability to manage, develop, and motivate a team, fostering a collaborative and high-performing environment.
  • Strong judgment to identify, troubleshoot, and resolve daily operational and team challenges, guided by policies and procedures.
  • Ability to conduct effective performance and quality review conversations with team members.
  • Solid understanding of financial services operations, particularly in account opening, maintenance, transfers, and client service processes, with the ability to apply fundamental principles effectively.
  • Strong judgment to identify, troubleshoot, and resolve daily operational and team challenges, guided by policies and procedures. Ability to handle escalated issues.
  • Capability to monitor various data points, analyze performance metrics, and generate reports to drive operational efficiency.
  • Excellent verbal and written communication, active listening, and conflict resolution skills to effectively interact with team members, other departments, and clients. Professional phone presence and high degree of courtesy.