Director of Client Services

JOB SUMMARY:The Director of Client Services is responsible for leading and enhancing the firm’s client service infrastructure, operational consistency, and service delivery standards across the organization. This role oversees the Service Desk function, client service training initiatives, escalation management, and continuous process improvement efforts tied to advisor and client support operations.The ideal candidate is a strategic operations leader with strong people management skills, a passion for operational excellence, and the ability to drive scalable service models within a fast-paced wealth management environment. This individual will partner closely with Operations leadership to develop and maintain the “SageSpring Way” service experience while improving efficiency, accountability, and team development.What Success Looks LikeService Desk efficiency and improved response timesReduction in recurring operational errors and escalationsTeam training completion and competency developmentOperational consistency across advisor teamsAdvisor satisfaction and service quality feedbackWorkflow scalability and process optimization outcomesJOB DUTIES AND RESPONSIBILITIES: Service Desk Leadership & OversightProvide leadership and oversight to the Service Desk Manager and Service Desk team.Ensure timely and accurate completion of service requests, operational workflows, and advisor support items.Monitor workload distribution, service standards, response times, and operational quality across the team.Establish and maintain service-level expectations and accountability measures.Identify resource gaps, workflow bottlenecks, and opportunities to improve operational scalability.Escalation ManagementServe as the primary escalation point for complex or high-priority client service and operational issues.Partner with advisors, custodians, vendors, and internal departments to resolve service challenges efficiently and professionally.Manage sensitive situations with strong judgment, professionalism, and client-first decision making.Identify recurring escalation trends and implement corrective process improvements.Training & Team DevelopmentLead the firm’s client service training initiatives and internal education programs.Manage and coordinate the Training Team and subject matter expert (SME) structure.Develop standardized workflows, procedural documentation, reference guides, and training materials.Facilitate onboarding and continued education for client service professionals and operational staff.Promote operational consistency and best practices across all offices and teams.Process Improvement & Operational StrategyLead continuous improvement initiatives related to service workflows, operational processes, and client experience.Evaluate existing procedures and recommend scalable solutions to improve efficiency, accuracy, and advisor experience.Collaborate with leadership on service model evolution, technology adoption, and operational optimization initiatives.Assist in developing and maintaining operational policies, procedures, and governance standards.Support firm-wide operational projects and strategic initiatives as needed.Reporting & Performance ManagementDevelop and monitor key performance indicators (KPIs) related to service delivery, operational quality, and team effectiveness.Provide leadership reporting and operational insights to senior management.Conduct regular coaching, performance management, and career development discussions with direct reports.Foster a culture of accountability, collaboration, professionalism, and continuous improvement.CORE COMPETENCIES:Operational LeadershipClient Experience ManagementTeam Development & CoachingProcess ImprovementEscalation ResolutionStrategic ThinkingCross-Functional CollaborationCommunication & AccountabilityREQUIRED QUALIFICATIONS: Bachelor’s degree preferred or equivalent industry experience.5+ years of leadership experience within wealth management, financial services, or operational support environments.Strong understanding of RIA operations, custodial workflows, and client service processes.Demonstrated experience managing teams, operational workflows, and escalation resolution.Excellent organizational, communication, and leadership skills.Strong process improvement and problem-solving capabilities.Ability to manage multiple priorities in a fast-paced environment.Intermediate Microsoft Office and Excel skillsStrong work ethic and a quick learnerDetail-oriented, proactive, and able to thrive in a fast-paced, growing firmAbility to multi-task while maintaining accuracyAble to work independently, as well as collaboratively with others.Able to work on-site in Franklin, TNPREFERRED QUALIFICATIONS:Experience within an independent RIA environment.Familiarity with platforms such as Salesforce/Practifi, Black Diamond, Fidelity Wealthscape, and related advisory technology.Experience building training programs and operations procedures.PHYSICAL DEMANDS:Ability to work in a traditional professional office settingProlonged periods of sitting at a desk and working on a computerAdvanced computer skills and ability to effectively operate computer equipment, software systems and databasesWork schedule may vary and is determined by project schedulesAbility to efficiently operate all job-related office equipmentAbility to communicate via telephone, computer and work in virtual teamsMust be able to lift up to 15 pounds at a timeAbility to travel using personal vehicle to other office locations as neededS-----About SageSpring:This is an exciting opportunity to join a Forbes’ Best-In-State Wealth Advisors recipient, and the Tennessean’s Top Workplace for the last five consecutive years (2020-2024). Since 2002, our purpose has remained the same: to educate and guide our clients to reach their highest financial goals. We listen to our clients to understand their lives, creating sensible, holistic financial plans that put their best interests first. Don’t miss your opportunity to work with a high performing team in a positive, energetic environment where you’ll know you’re truly appreciated and making a difference.Rewards & Culture:Great Benefits – Including: Health Insurance, Dental, Vision, 401K, Life Insurance, Short-Term and Long-Term Disability, Paid Vacation and Holidays.#1 Culture – Join and grow in an award-winning culture where you’ll look forward to Monday.Inspiring Leadership – Our leaders truly embody the definition of servant leadership. They inspire our teams to flourish thought an energetic, positive, fun, and highly supportive work environment.Team Engagement – Build genuinely special relationships and bonds throughout your team and across the company and partners.High Performance - Our motto, “Humble, Hungry, and Smart,” is truly exemplified from the top down.Continuing Education - Let us help you transform your career goals and educational accomplishments into opportunities and successes.Community Involvement – We’re passionate about supporting our community and encourage each office to choose a charity or cause to champion.The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform this position. Employees must conduct business in accordance with applicable laws, regulations, professional standards and ethical standards and report potential compliance or ethical issues to a manager or the Human Resources Department. SageSpring Wealth affirms our commitment to make reasonable accommodations for employees with disabilities, unless the accommodation would impose an undue hardship on the operation of our business. Please see the Human Resources Department for additional information.