Head of Advisor Client Experience & Service

Kestra Financial, Inc.; Tempe (AZ); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Competitive pay and benefits

401(k) and health insurance

Growth opportunities

Job summary

Kestra Financial, Inc. is seeking a Director of Client Service to lead the client-facing Service contact center, overseeing Advisors, their teams, and end-investors. The role ensures timely, knowledgeable service, escalations, and quality while driving advisor satisfaction and retention across the Kestra platform.

This leadership position focuses on scaling operations, implementing workforce management, and developing leaders through coaching and succession planning in a fast-growing environment.

Qualifications

• Bachelor's degree required in a related field or business/finance.
• 5+ years of team leadership experience in wealth management.
• 7+ years of client service, contact center operations, or advisor-facing support in financial services.

Responsibilities

• Directly supervise and develop Contact Center Supervisors and teams for advisors, their firms, and investors.
• Own daily contact center performance: service levels, quality, productivity, and client experience.
• Handle escalations for complex client issues and service recovery situations.
• Establish service standards, metrics, and performance expectations across the Service organization.
• Support forecasting, staffing, scheduling, and workforce management initiatives.
• Collaborate with internal teams to ensure advisor support and issue resolution.

Skills

Wealth management leadership

Lead leaders

Operational performance

Communication skills

Team development

Analytical thinking

Education

Bachelor's degree

Job description

Kestra Financial, Inc. is seeking a Director of Client Service to lead the client-facing Service contact center, overseeing Advisors, their teams, and end-investors. The role ensures timely, knowledgeable service, escalations, and quality while driving advisor satisfaction and retention across the Kestra platform.

This leadership position focuses on scaling operations, implementing workforce management, and developing leaders through coaching and succession planning in a fast-growing environment.