Manager of Client Operations

Northwestern Mutual; Fort Wayne (IN); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Profit-sharing bonus

401(k) with company match

Paid holidays and PTO

Job summary

Summit Financial Group, a Fort Wayne-based wealth management and financial planning firm, is seeking a Manager of Client Operations to oversee a centralized team responsible for client onboarding and ongoing service requests. This role balances team leadership with operational oversight to ensure accurate, timely processing of advisor and client service work, aligned with firm standards.

The role emphasizes coaching and developing staff, maintaining strong collaboration with Advisors, CSMs, and

Qualifications

• 5+ years in financial services operations, client service, or account management.
• Licensure: Life, Health, Long-Term Care, Series 7, Series 63/66 (during introductory period).
• Experience with onboarding, risk operations, wealth operations, and service workflows.
• Prior leadership or supervisory experience preferred, especially in centralized/shared-service models.

Responsibilities

• Lead, coach, and mentor a centralized team handling onboarding and service execution.
• Conduct regular 1:1s, performance reviews, and development planning.
• Provide real-time feedback to ensure accuracy, timeliness, and quality of work.
• Monitor workload, SLA adherence, and resource allocation; adjust as needed.
• Oversee client onboarding and account servicing requests submitted by Advisors and CSMs.
• Ensure timely and accurate processing of new accounts, transfers, and maintenance requests.

Skills

Leadership & People Management

Project Management

Financial Services Operations

CRM Systems

Microsoft Office Suite

Attention to Detail

Communication

Problem-Solving

Education

Licensure: Life, Health, Long-Term Care, Series 7, Series 63/66

Tools

CRM systems

Custodial platforms

Document management systems

Job description

Summit Financial Group is a wealth management and financial planning firm headquartered in Fort Wayne, Indiana, with additional locations serving clients across Central and Northern Indiana and Illinois. For more than 60 years, we have helped business owners, entrepreneurs, highnet-worth individuals, and families achieve their financial goals through comprehensive, multigenerational planning and family office-style services. We deliver customized strategies designed to support our clients' businesses, lifestyles, and legacies.

At Summit, we are committed to building lasting relationships through deep expertise, personalized guidance, and exceptional service. Our team works collaboratively to help clients gain clarity, maximize opportunities, and create long-term financial confidence. Recognized by Forbes and other industry organizations for excellence in wealth management and financial planning, we pride ourselves on fostering a culture of professionalism, growth, and client-centered impact.

Role

Reporting to the COO, the Manager of Client Operations oversees a centralized team (“bullpen”) responsible for executing client onboarding and ongoing service requests. This role balances team leadership with operational oversight to ensure consistent, efficient, and high-quality processing of Advisor and Client Service Manager submitted work. The Manager of Client Operations ensures strong execution of workflows, service level adherence, and alignment with firm standards while partnering closely with Advisors, Client Service Managers (CSMs), leadership, and other operational teams.

Key Responsibilities

• Lead, coach, and mentor a centralized team of operations associates responsible for onboarding and service execution
• Conduct regular 1:1 meetings, performance reviews, and development planning
• Provide real-time feedback to ensure accuracy, timeliness, and quality of work
• Support onboarding and training of new hires on workflows, systems, and service standards
• Monitor team capacity, workload distribution, and service levels; adjust resources as needed
• Foster a culture of accountability, responsiveness, and operational excellence
• Serve as the primary escalation point for department issues
• Ensure adherence to firm policies, compliance requirements, and operational procedures

Client Operations Delivery

• Oversee execution of client onboarding and account servicing requests submitted by Advisors and CSMs
• Ensure timely and accurate processing of new account setup, transfers, maintenance requests, and documentation
• Act as a liaison between Advisors, CSMs, and operations teams to ensure clarity and efficient request handling
• Monitor turnaround times and service level agreements (SLAs) to ensure consistent delivery standards
• Support resolution of complex or high-priority cases, ensuring a positive client and advisor experience
• Drive consistency in how service requests are submitted, tracked, and completed across the firm

Operational & Team Execution

• Ensure standardized workflows, documentation, and service processes are followed across the bullpen team
• Oversee tracking and reporting of service requests, pipeline visibility, and operational metrics
• Reinforce compliance with regulatory requirements, firm policies, and documentation standards
• Identify process inefficiencies and implement improvements to enhance speed, accuracy, and scalability
• Partner with leadership to implement new tools, systems, and workflow enhancements
• Stay informed on industry practices and integrate best practices into team operations

Qualifications and Experience

• 5+ years of experience in financial services operations, client service, or account management
• Required Licensure: Life, Health, Long-Term Care, Series 7, Series 63/66 (during introductory period)
• Strong knowledge of client onboarding, risk operations, wealth operations, account maintenance, and service workflows
• Prior leadership or supervisory experience preferred, especially in centralized or shared-service models
• Proven ability to manage high-volume workflows and competing priorities
• Strong communication, organization, and problem-solving skills
• Experience with CRM systems, custodial platforms, and operational tools
• Proficiency with Microsoft Office Suite (Excel, Outlook) and document management systems

Core Competencies

• Strong leadership presence with the ability to coach, mentor, and develop team members in a high-volume operations environment
• Deep understanding of client onboarding, risk operations, wealth operations, and service workflows within financial services
• Excellent communication skills with the ability to coordinate across advisors, CSMs, and internal teams
• Strong attention to detail with a focus on accuracy, efficiency, and service quality
• Process-oriented mindset with a passion for standardization and continuous improvement
• Ability to manage competing priorities and drive results in a fast-paced environment
• Commitment to delivering seamless and consistent client experience
• Competitive salary and profit-sharing bonus structure
• Comprehensive insurance package with company paid dental, vision, short & long-term disability
• Retirement plan with company match
• Paid holidays, PTO, and flexible work arrangements
• Professional development and continuing education support

Location: On-site, Fort Wayne, IN