Client Services Supervisor

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

Job summary

Kestra Holdings is seeking a Supervisor, Concierge to lead a team of Concierge Associates in delivering high standards of client service. You will set clear expectations, coach for performance, and monitor daily workloads to ensure timely and accurate responses to client requests.

The role requires leadership experience in financial services, strong communication, and the ability to partner with Operations, Compliance, Technology, and Sales to remove obstacles and improve processes.

Qualifications

• Experience leading teams in client service or operations.
• Proven ability to drive accountability, empathy, and results.
• Strong organizational and time management skills across priorities.
• Excellent interpersonal communication and leadership presence.
• Ability to navigate escalations professionally and coach others.

Responsibilities

• Oversee a team of Concierge Associates with clear expectations and daily direction.
• Monitor workload, call and case volumes, and service levels to ensure timely resolutions.
• Serve as escalation point for complex or urgent client matters and own resolution.
• Lead one-on-one meetings and performance reviews to support development.
• Collaborate with Operations, Compliance, Technology and Sales to remove roadblocks.
• Analyze service trends to identify training and process improvement opportunities.

Skills

Leadership

Client service

Analytics

Communication

Time management

Education

High school diploma

Tools

Salesforce

Job description

What You’ll Do

• :Oversee a team of Concierge Associates, setting clear expectations, providing day-to-da
• ydirection, and coach to ensure high performance and service consistenc
• yMonitor, analyze, and report daily workload, call and case volumes, and service level metrics to ensure timely and accurate resolution of client reques
• tSupervisor, Concierge Kestra Financial, Inc is the parent company of Kestra Investment Services, LLC member FINRA/SIPC and Kestra Advisory Services, LLCServe 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 suppor
• tdevelopment, provide feedback, and address performance concerns in alignment with company expectation
• sPartner 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 efficiencie
• sChampion operational improvements and process enhancement
• sApply deep operational expertise to solve issues quickly, identify root causes, and implemen
• sEnsure scheduling, staffing, and resource alignment matches client demand and coverag
• eLead team meetings and contribute to department meetings to reinforce service standards
• ,share updates, and keep the team aligned on prioritie
• sSupport 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 standard
• sRegularly review and update standard operating procedures (SOPs) to reflect current practices, support training, and improve consistency across the tea
• mContribute to strategic initiatives and represent the Concierge team in cross-functional projects as neede

What You Bring

• :4+ years of experience in financial services, client service, or operation
• s1+ year in a leadership or supervisory rol
• eHigh school diploma required; college degree preferred Experience in advisor support or wealth management preferre
• dProven 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 inspir
• econfidence 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. Supervisor, Concierg

Licenses

• :SIE, Series 7 Required (or must be obtained within 6 months of hire