Director, Head of Client Service

Syncreon Consulting; Berwyn (PA); Hybrid; USD 180,000 - 280,000; Full time

Job summary

Archer is seeking a Senior Director to lead the Client Service organization within Archer Managed Account Services. You will set strategy, structure teams, and ensure high-quality service across all client segments.

You will own relationships with executive clients, collaborate with Operations, Product, and Technology, and drive governance, performance metrics, and continuous improvement to support growth.

Qualifications

• Experience leading large client service organizations.
• Proven track record with C-suite stakeholders.
• Experience in wealth management or asset servicing is a plus.
• Strong communication and strategic planning skills.
• Ability to influence across functions and exec leadership.

Responsibilities

• Provide strategic leadership for the Client Service org.
• Establish staffing plans and performance expectations.
• Lead, coach, and mentor senior client service leaders.
• Maintain executive-level relationships with strategic clients.
• Oversee governance, reporting, and escalation procedures.
• Drive initiatives for efficiency, scalability, and client satisfaction.
• Support onboarding, platform migrations, and major projects.

Skills

Strategic leadership

Executive presence

Stakeholder management

Client service

People development

Change management

Financial services

Job description

We provide Recruitment and Staffing services to many industries and domain through our innovative and customized solutions and passionate commitment to research. Ability to understand the hiring strategies, availability of talent and compensation benchmarking makes us proud hiring partner for various industries. We work as trusted business partners and always strive to deliver the most value and highest return on investment for our clients. We are highly trained business professionals with strong understanding of clients need. We work closely with the leading staffing trade associations, training, and research organizations to ensure we are knowledgeable of the latest industry trends and technologies.

Job Description

Key Responsibilities

Leadership & Team Management

• Provide strategic leadership and oversight for the Client Service organization, including SVPs, VPs, Senior Specialists, and Specialists.
• Establish team structure, coverage models, staffing plans, performance expectations, and development programs.
• Lead, coach, and mentor senior client service leaders to build a high-performing and scalable organization.
• Drive succession planning, talent development, and organizational growth initiatives.
• Foster a culture of accountability, collaboration, responsiveness, and client-focused execution.

Client Relationship & Service Strategy

• Own the overall client service strategy supporting Archer Managed Account Services clients.
• Maintain executive-level relationships with key strategic clients and industry partners.
• Partner with senior client stakeholders, including executive and C-suite leaders, to understand strategic objectives and evolving business needs.
• Ensure consistent delivery of high-quality service across all client segments and support models.
• Serve as the highest point of escalation for critical client concerns and service-related issues.

Service Governance & Operational Oversight

• Establish service governance frameworks, reporting standards, escalation procedures, and client engagement practices.
• Monitor client satisfaction, service performance, operational effectiveness, and key risk indicators across the portfolio.
• Review service trends and identify opportunities to improve responsiveness, consistency, scalability, and efficiency.
• Ensure alignment between client expectations and internal service delivery capabilities.
• Oversee executive business reviews, service reviews, and strategic governance meetings.

Cross-Functional Leadership

• Partner with Operations, Product, Technology, Implementation, Data Integration, and Client Coverage leadership teams.
• Advocate for client priorities and influence platform enhancements, technology improvements, and operational process changes.
• Support major client onboarding initiatives, platform migrations, and strategic business projects.
• Align organizational resources to meet client commitments and business objectives.

Strategic Planning & Continuous Improvement

• Develop long-term service strategies that support business growth and client retention goals.
• Identify opportunities to improve service delivery through process optimization, automation, and technology enablement.
• Drive consistency in reporting, communication standards, governance practices, and operational controls.
• Establish measurable service metrics and performance indicators to monitor organizational success.

Preferred Qualifications

• 12-15+ years of experience in client service, client relationship management, account management, service delivery, or operational leadership within financial services.
• Significant experience supporting managed accounts, wealth management, investment operations, asset servicing, or related financial services businesses.
• Pro+ven track record leading large client-facing organizations and developing senior leaders.
• Strong executive presence with experience interacting directly with C-suite stakeholders.
• Demonstrated success managing service organizations supporting institutional, retail, SMA, or wealth management clients.
• Experience overseeing service governance, escalations, client retention, and operational performance management.
• Exceptional communication, leadership, stakeholder management, and strategic planning skills.
• Ability to influence outcomes across multiple business functions and executive leadership teams.

Success Measures

• High levels of client satisfaction, retention, and relationship growth.
• Consistent execution of service standards and governance practices across all client segments.
• Strong employee engagement, talent development, and leadership pipeline creation.
• Effective management of client escalations, service risks, and operational challenges.
• Improved service scalability, efficiency, and organizational effectiveness.
• Strong alignment between Client Service, Operations, Product, Technology, and Client Coverage teams.
• Creation of a world-class client service organization supporting the continued growth of Archer Managed Account Services.

Additional Information

All your information will be kept confidential according to EEO guidelines.