Hybrid Senior Client Service Manager

Focus Partners; Needham (MA); Hybrid; USD 100,000 - 110,000; Full time

Job summary

Focus Partners is seeking a Manager, Client Service to lead a team delivering high-quality client service and to balance hands-on leadership with people management. The role guides complex issues, escalations, and process improvements across Client Service and Core Operations in a hybrid work model.

The role requires 5+ years in financial services (3+ in the RIA sector), leadership experience, and strong collaboration with advisory teams, custodians, and internal partners.

Qualifications

• 5+ years of experience in the financial services industry, including a minimum of three years in the RIA industry.
• 2+ years of experience supervising or managing service-oriented or operational teams preferred.
• Strong leadership, judgment, integrity, discretion, and trust among colleagues.

Responsibilities

• Direct day-to-day Client Service activities with appropriate coverage and consistent service levels.
• Prioritize work and adjust resources based on volumes, market activity, and seasonality.
• Lead the team through high-volume or high-stress periods to maintain service continuity.
• Own complex or escalated service issues involving advisors, clients, internal teams, or custodial partners.
• Coordinate with Operations, Platform, Compliance, and other teams to support service delivery and change management.
• Provide regular feedback and performance coaching to achieve goals.
• Recruit, onboard, train, and develop Client Service team members.
• Run team meetings to align priorities and reinforce standards.

Skills

Leadership

Client service

Communication

Problem solving

Collaboration

Self-starter

Time management

Adaptability

Tools

Salesforce CRM

Orion

Pontera

Job description

Focus Partners is seeking a Manager, Client Service to lead a team delivering high-quality client service and to balance hands-on leadership with people management. The role guides complex issues, escalations, and process improvements across Client Service and Core Operations in a hybrid work model.

The role requires 5+ years in financial services (3+ in the RIA sector), leadership experience, and strong collaboration with advisory teams, custodians, and internal partners.