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

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.