Client Services Manager

Job Description Client Services ManagerLocation: Louisville, CO | Hybrid ScheduleSalary Range: $77,000–$89,000 + Profit Sharing OpportunityLead the Future of Client Experience at NDTCONew Direction Trust Company (NDTCO) is looking for a people-focused, service-driven leader to oversee our Client Services and Relationship Management teams.This is an opportunity for someone who thrives on coaching teams, improving client experiences, and building strong operational partnerships in a fast-paced financial services environment.At NDTCO, we help clients take control of their retirement investments through self-directed accounts that allow investing beyond traditional stocks and mutual funds. Our clients invest in real estate, private equity, startups, and alternative assets — and our service teams play a critical role in helping them navigate that journey confidently.We are growing quickly and continuing to evolve our service model, making this an exciting opportunity for a leader who wants to make a visible impact on both team culture and client experience.What You'll DoLead & Develop TeamsCoach and develop Team Leads, Client Services Representatives, and Relationship Account ManagersCreate a culture of accountability, responsiveness, and high-quality serviceSupport employee growth through feedback, development, and performance managementElevate the Client ExperienceEstablish and maintain service standards across all client interactionsPartner with leadership to improve the client journey and relationship strategyHelp teams deliver a consistent, relationship-focused experienceDrive Operational ExcellenceOversee daily service operations and workflow managementMonitor service levels, response times, and quality metricsPartner cross-functionally with Operations and Trust ComplianceIdentify opportunities to improve efficiency and scalabilityUse Data to Improve PerformanceTrack KPIs and service metrics to drive team accountabilityAnalyze trends and recommend process improvementsSupport strategic initiatives focused on growth and client satisfactionWhat We're Looking For5+ years of leadership experience in client services, relationship management, banking, financial services, or call center operationsExperience leading multiple teams or functionsStrong coaching and performance management skillsAbility to balance relationship-building with operational accountabilityExcellent communication and organizational skillsFinancial services or regulated industry experience preferredWhy NDTCO?Collaborative and supportive leadership teamOpportunity to shape and improve the client experienceGrowing company with strong career development opportunitiesHybrid work environmentCompetitive benefits package including: Medical, dental, and vision insuranceHealth Savings Account (HSA) employer contribution/match401(k) with employer matchCompany profit sharing programPaid time off and company holidaysProfessional development opportunitiesAt NDTCO, we believe exceptional service starts with exceptional people. If you are passionate about leadership, client experience, and building strong teams, we'd love to connect with you.Monday–Friday, 8:30 AM – 5:00 PM