Director, Client Services

Orion

Omaha (NE)

Hybrid

USD 108,000 - 170,000

Full time

9 hours ago

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Benefits offered by this job

Health insurance

401(k) with match

Parental leave

Pet insurance

Student loan repayment

Job summary

Orion is seeking a Director of Client Services to lead a high‑performing team, shaping short‑term goals and long‑term strategies while ensuring top‑tier client service. This hybrid role requires on‑site presence three days per week at our Omaha location and close collaboration with executive leadership.

You will manage managers and staff, drive client satisfaction, and align department plans with enterprise strategy.

Qualifications

Has a minimum of a Bachelor of Science in Business Administration, Finance, or related field.
Possess a minimum of 10 years of customer services‑related or multiple operations team experience, with 2‑4 years with OAS or affiliated company.
Has a minimum of 3‑5 years of management/leadership experience.
Experience in financial services industry preferred.
Owns and manages relationships with stakeholders at all levels within an organization.

Responsibilities

Lead and develop the Client Services department and managers.
Set quarterly strategic goals with VP, Client Service.
Monitor KPI reports and key metrics daily/weekly.
Ensure compliance with security policies and procedures.
Drive process improvements for advisor experience and service quality.
Partner with other teams on efficiency and cost optimization.

Skills

Change Management

Conflict Resolution

Cross‑Functional Collaboration

Customer Experience

Decision Making

Financial Management

Performance Optimizations

Risk Management

Strategic Thinking

Technical Integration

Education

Bachelor of Science in Business Administration, Finance, or related field

Job description

About This Opportunity

As a Director, Client Services, you will provide a high level of client service regarding the relationship between client and Orion. This position will help establish short‑term goals, strategies, plans and policies for subsequent teams. As we continue to evolve and live our Orion values, we are looking for someone to grow with us.

About This Opportunity

It is anticipated that an incumbent in this role will work as a Hybrid employee, with three (3) or more days each week required on‑site at one of the listed office locations.

Candidates should be located within a commutable distance to an office. Internal candidates currently aligned to an Orion office location may be given preference; however, internal candidates with varying work arrangements may be considered based on experience and business needs. Work location is subject to change based on business needs.

In This Role, You’ll Get To

Manage employees within department including but not limited to hiring, training, and developing employees, delegating work assignments, writing, and conducting performance appraisals, salary recommendations, coaching and counseling, and administering corrective actions
Create and maintain an atmosphere of appreciation and understanding of advisor and investor issues
Create and maintain a structure that allows the Sales department to focus on the new opportunities
Create and maintain a structure that can be expanded to accommodate growth
Create and maintain a phone answering system that greatly enhances the client’s probability of interacting with a live voice who is capable of resolving their issue and/or request
Provide leadership, direction, strategy, performance feedback and effective support for the Client Services department and managers
Provide a proactive process to work with advisors and their clients on the on‑going maintenance of their accounts
Work closely with other OWM departments and subject matter experts on improvement projects for the firm
Work with VP, Client Service to develop and ensure quarterly strategic goals are met
Review outstanding task lists on a weekly basis with team managers
Review key metrics on a daily basis with team managers
Monitor and maintain Orion Key Performance Indicator (KPI) records/reports
Act as an escalation point for escalated issues and complex problems; resolve where appropriate in order to provide effective support
Conduct one‑on‑one meetings with managers on a regular basis
Advise and assist managers and customers on systems, special projects or processes and research to maximize service quality, efficiency and continuity
Provide back‑up support to management team during times of absence
Proactive training and through leadership communication and presentations to our advisors and clients
Develop process and efficiency improvements to the advisor experience
Improve upon service defects that are identified
Ensure team adherence to all compliance and security policy and procedures
Lead a department or large functional area, overseeing multiple teams and managers to deliver on strategic and operational objectives
Influence and allocate departmental resources to achieve financial, performance, and service outcomes. Set clear goals, metrics, and accountability standards to measure progress against business targets
Coach senior managers and emerging leaders, ensuring effective succession planning, performance management, and leadership readiness across the department
Build a culture of accountability, continuous improvement, and inclusion by modeling effective leadership, reinforcing company values, and promoting teamwork across teams and business lines
Drive process optimization and operational excellence by identifying and implementing improvements that enhance quality, scalability, and efficiency
Make decisions impacting departmental goals, priorities, and resource utilization; escalates complex or cross‑functional issues to senior leadership as needed
Strengthen cross‑functional consistency through clear communication, data‑backed insights, and proactive engagement with peers and executive stakeholders
Anticipate future business needs, aligns department plans with enterprise strategy, and contributes to long‑range organizational planning and innovation

We’re Looking For Talent Who

Has a minimum of a Bachelor of Science in Business Administration, Finance, or related field
Possess a minimum of 10 years of customer services‑related or multiple operations team experience required, with at least 2‑4 years of experience with OAS or affiliated company
Has a minimum of 3‑5 years of management/leadership experience
Possess prior experience working within financial services industry
Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization

Recommended Skills

Change Management, Conflict Resolution, Cross‑Functional Collaboration, Customer Experience (CX), Decision Making, Financial Management, Performance Optimizations, Risk Management, Strategic Thinking, Technical Integration

Salary Range

$108,245.00 - $169,933.00

The pay listed in this posting indicates the estimated pay at the time of this posting; however, may vary depending on geographic location, job‑related knowledge, skills, and experience.

In addition, Orion offers a competitive benefits package which includes:

health, dental, vision, and disability coverage on day one
401(k) plan with employer match
paid parental leave
pet benefits including pawternity leave and pet insurance
student loan repayment

About Us

At Orion, we achieve our best work when we support one another, staying personally accountable to each other and the clients we serve. We create a welcoming environment where everyone is respected, valued, and heard. Our commitment to create raving fans ensures we consistently exceed client expectations. Thinking differently is in our DNA—we innovate always, push boundaries, and reject the status quo to deliver transformative outcomes. Together, we support one another and see it through to success, driving our collective achievements and those of our clients.