Director, Client Services

Orion Advisor Solutions, Inc.; Philadelphia (Philadelphia County); Hybrid; USD 108,000 - 170,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Disability coverage

401(k) match

Paid parental leave

Pet benefits (pawternity)

Pet insurance

Student loan repayment

Job summary

Orion Advisor Solutions, Inc. is seeking a Director, Client Services to lead the client-advisor relationship strategy and performance. This role drives short-term goals, policies, and growth plans across teams while upholding Orion values.

The position is hybrid with three or more days on-site in the Philadelphia area. The incumbent will manage managers, oversee service quality, and collaborate with cross-functional partners to deliver superior client experiences.

Qualifications

• Bachelor degree in Business Administration, Finance or related field.
• 10+ years in customer services or multi-operations team leadership, with 2-4 years in OAS or affiliated company.
• 3-5 years of management/leadership experience.
• Experience in financial services industry.
• Ability to own and manage stakeholder relationships at all levels.

Responsibilities

• Hire, train and develop employees; delegate work; conduct performance appraisals; salary recommendations; coaching and counseling; administrative actions.
• Create and maintain an atmosphere of appreciation and understanding of advisor and investor issues.
• Structure the Sales department to focus on new opportunities and enable growth.
• Lead KPI review, quarterly goals, and cross-department collaboration to improve service quality.
• Provide leadership and strategic direction for the Client Services department and managers.
• Partner with advisors and clients to maintain accounts and improve service continuity.
• Identify and implement process improvements for efficiency and scalability.

Skills

Change management

Conflict resolution

Cross-functional collaboration

Customer experience

Decision making

Financial management

Performance optimizations

Risk management

Strategic thinking

Technical integration

Education

Bachelor's degree in Business Administration/Finance/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. 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

#LI-AP1 #LI-Onsite #LI-Hybrid

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 and more.

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. At Orion, our work is driven by a shared mission to create beautiful technology, comprehensive investment management solutions, and flexible support services that empower financial professionals to realize their vision for success. For more than 20 years, the Orion brand has been synonymous with one thing: Innovation. Today, with more than 1,800 financial services firms served across our technology, investment, and services businesses, we are as determined as ever to push the boundaries of what’s possible to help our clients bring life to their vision for success.

If you're ready to grow your career and work alongside amazing teammates, you've come to the right place.