Regional Service Lead

MAI Capital Management; Independence Township (OH); On-site; USD 90,000 - 130,000; Full time

Job summary

MAI Capital Management seeks a Regional Coordinator to oversee service delivery across the region, reporting to the National Head of Service while partnering with Regional Presidents. You will manage CSSs, balance regional work queues with national visibility, and drive standardization of workflows in support of a centralized, technology-enabled service model.

The role requires 7+ years of client service experience in financial services, leadership capabilities, and travel up to 25%.

Qualifications

• Bachelor’s degree or equivalent experience.
• 7+ years of client service experience in financial services.
• Leadership experience preferred; experience managing distributed or multi-office teams is a plus.
• Willingness and ability to travel up to 25% of the time.

Responsibilities

• Coordinate regional service delivery and oversee Client Service Specialists (CSSs).
• Manage regional capacity and workflow, flexing resources to absorb volume spikes.
• Standardize service processes for account openings, money movement, and back-end processing to MAI standards.
• Partner with National Head of Service to document policies and procedures; contribute to firm-wide service inventory.
• Lead regional and national projects supporting the centralized service model and automation roadmap.
• Mentor and onboard new CSSs; provide performance feedback and career development support.

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office

Salesforce

Job description

Active member of the Wealth Management Group, serving as a Regional Coordinator within MAI’s Service Model. Reports to the National Head of Service while maintaining a local partnership with the Regional President(s) in the region – reporting centrally, working locally. Responsible for coordinating the work of Client Service Specialists (CSSs), managing regional work queues with national visibility, and delivering a scalable, client-centric, and consistent service experience. Partners with National leadership to standardize workflows for account opening, money movement, and back-end business processing, and supports the firm’s phased transformation toward a centralized, technology-enabled service model.

MAJOR DUTIES AND RESPONSIBILITIES

Regional Coordination & Oversight

• Serve as the Regional Coordinator for the region, reporting into the National Head of Service while maintaining a local partnership with the Regional President(s)
• Responsible for Service Oversight of all offices within the region, including a periodic checklist, as well as site visits on a regular schedule
• Main Service point of contact for the Regional President(s), handling escalations, capacity management, and all service-related regional items
• Own regional work queues, ensuring day-to-day service delivery is managed locally while remaining visible to national leadership

Capacity & Workflow Management

• Manage regional capacity, flexing team members across practices to absorb volume spikes and eliminate single points of failure
• Implement effective methods to ensure uninterrupted workflow during team member absences
• Responsible for the quality of Backoffice processing and frontline service activity in the region
• Standardizes service processes for account opening, money movement, and back-end business processing in alignment with the MAI national standard for service
• Partners with the National Head of Service and peer Regional Leaders to document policies and procedures, and contributes to the firm-wide service work inventory
• Identifies workflows and regional queues suited for Salesforce enhancement, supporting the firm’s automation and centralization roadmap
• Collaborates with peers across the regions and works together on National initiatives, to drive adoption and gather feedback

Training & Development Support

• Responsible for organizing training, coaching, and reviewing new Client Service Specialist work
• Mentors less experienced team members in all aspects of Client Service work, supporting a defined career path within the Centralized Service Model
• Offers performance-based feedback on Client Service Specialist work and supports on-boarding of new hires as the team scales

Client Service Delivery

• Responsible for all service-related matters to meet the needs and requests of Wealth Management clients, including escalations and issue resolution with our Custodians
• Leads regional and national projects supporting the transformation to the Centralized Service Model, as needed

EXPERIENCE/CREDENTIALS

• Bachelor’s degree and/or equivalent experience
• Client service experience in financial industry, such as brokerage and/or banking (7+ years) is required
• Previous leadership experience desired; experience managing distributed or multi-office teams is a plus
• Ability to work with HNW individuals with complex account structures
• Willingness and ability to travel up to 25% of the time, including regional site visits
• Demonstrated ability to on-board and train new Client Service team members
• High level of proficiency with Microsoft Office suite (including Excel, Outlook, Word, Adobe, PowerPoint)
• Strong financial analytical skills and knowledge of account structures and investments
• CRM experience, preferably Salesforce, is desired; familiarity with workflow automation or AI-enabled service tools is a plus

COMPETENCIES

Executing for Results

• Ensure that the team is responsive and tightly aligned to enable high-quality execution and outcomes
• Create and employ effective metrics to communicate and drive results
• Coordinate with team members for peak contributions and results focused on client needs
• Successfully deliver to client needs

Developing People

• Coach, mentor, develop, and train professional, effective staff in serving clients for current and future needs
• Coordinate with assigned CSSs on day-to-day activities to attain maximum profits and client satisfaction
• Foster a high-performance culture that accepts accountability as readily as acknowledgement
• Thrives in a fast-paced and dynamic team-based environment
• Develop best practices and implements across the Client Service Specialists
• Independently make decisions, overcome hurdles, solve problems, and implement
• Motivated to learn about all areas of the division and firm as part of a growing and fast paced team
• Effective at collaboration and working on interdepartmental teams
• Professional demeanor, detail-oriented, hardworking, high level of personal ethics and integrity

Driving Transformation & Change

• Champion the shift from decentralized, admin-heavy service work to a standardized, centralized, and increasingly automated service model
• Support standardization efforts – including workflow documentation and Salesforce mapping – that lay the groundwork for future automation
• Adapt quickly to evolving organizational structures, reporting relationships, and technology-enabled processes
• Communicate the vision and benefits of change clearly to regional teams to drive adoption and reduce resistance
• Balance national consistency with local flexibility, reinforcing a “reporting centrally, working locally” partnership model