Position Description We are seeking an experienced Director of Client Operations to join our team in Cincinnati, Ohio. This role combines leadership of our Client Service team with oversight of operational functions critical to client experience. The ideal candidate will be responsible for managing both the client service department and custodian operations to ensure seamless delivery of services. This role will maintain our high standards of care while collaborating closely with the Senior Manager of Operations to implement strategic initiatives that enhance both our operational efficiency and client-facing capabilities.
Primary ResponsibilitiesClient Service & Operational Leadership - Lead, develop, and mentor the client service team to deliver exceptional service that exceeds client expectations
- Establish and monitor client service performance metrics and implement continuous improvement initiatives
- Create comprehensive client service policies, procedures, and workflows that ensure consistency across all client interactions
- Develop and implement strategies to enhance the overall client experience
- Serve as the primary escalation point for complex client service issues and high-value client relationships
- Gather and analyze client feedback to identify trends and improvement opportunities
- Oversee all aspects of client communications and reporting
Custodian Management and Operations - Manage relationships with multiple custodians, serving as the primary point of contact for escalated matters
- Oversee and optimize all custodian-related workflows including account opening, maintenance, transfers, and reporting
- Develop deep expertise in custodial platforms and capabilities to maximize value for clients
- Negotiate custodial agreements, service levels, and fee structures
- Implement and maintain quality control procedures for custodian operations
- Stay current on custodian platform updates and lead adoption of new features
- Troubleshoot complex custodian-related issues and develop systematic solutions
Operational Excellence & Efficiency - Design and optimize operational workflows that directly impact client experience
- Develop, document, and enforce standardized service and operational procedures
- Implement systems to monitor operational metrics and KPIs across client-facing functions
- Identify and remove operational bottlenecks that affect client service delivery
- Lead efforts to streamline client operations processes and reduce operational risk
- Ensure compliance with regulatory requirements and firm policies across all operations
- Balance operational efficiency with exceptional client service standards
Strategic Initiatives - Partner with the Senior Manager of Operations to identify, prioritize, and implement strategic initiatives that enhance client service
- Lead the implementation of new technologies and tools to improve client experience
- Develop training programs to ensure consistent service delivery across the organization
- Measure and report on the impact of service improvement initiatives
- Contribute to the firm's growth strategy by identifying opportunities to expand client relationships
Knowledge, Skills, and Abilities - Bachelor's degree in Finance, Business Administration, or related field
- 3- 5 + years of experience in client service roles within wealth management or financial services, managing custodian operations and relationships
- 3+ years of management experience leading client service teams
- Demonstrated expertise with major custodial platforms (Schwab, Fidelity, etc.)
- Deep understanding of wealth management operations and investment processes
- Strong knowledge of regulatory requirements in the financial services industry
- Exceptional client relationship management skills
- Excellent leadership, communication, and interpersonal skills
- Proven ability to manage multiple priorities in a fast-paced environment
- Experience with CRM systems and financial planning software
Education and Experience - Bachelor's degree in Business Administration, Finance, or related field
- Experience implementing service improvement initiatives and technology solutions
- Background in developing and implementing client service standards
About Constellation Wealth Advisors Constellation Wealth Advisors (Constellation) is a wealth advisory firm which serves families and individuals through high quality, fiduciary- minded Advisor-Partners. Our firm currently advises upon more than $4.2 billion in assets under management
Constellation Wealth Advisors was created to better serve clients by better serving their advisors. We are disrupting the traditional business model and culture of the wealth management industry. We are fiercely committed to striking the optimal balance between professional values and business values by combining:
- Top-decile, accomplished advisors
- Diversity of Thought
- An unwavering commitment to learning and innovation in order to build a solution suite of resources designed to solve for and reduce complexity in the wealth management process
- A fiduciary-minded, client-centric, servant leadership-based & collaborative culture.