Director, Client Services (Wealth Management)

The Director of Client Services leads Bartlett Wealth Management’s Client Services team, ensuring consistent, high-quality service across all offices. This role oversees staff performance, operational effectiveness, and process improvement while leading the strategic vision for service operations, aligning priorities, improving efficiency, and supporting a differentiated client experience.

Operational Leadership

Partners with leadership to shape and execute the Client Services operating model and contribute to firm-wide strategic planning efforts.

Establishes clear goals, tracks progress through KPIs and scorecards, and keeps processes documented to support accountability and measurable results.

Improves and standardizes client service processes and workflows across all offices to support scalability, efficiency, consistency, and legendary client experience.

Identifies and resolves operational inefficiencies and systemic bottlenecks, implementing solutions that enhance productivity, reduce risk, and support long-term strategic initiatives.

Provides financial input through budget recommendations and monitors departmental expenses.

Attends monthly firm and service meetings.

Team Leadership & Management

Leads and oversees Client Services staff members across all offices to ensure a consistent, high-quality client experience.

Handles key manager responsibilities, including job descriptions, timecard and PTO approvals, and compensation recommendations for Client Services staff.

Leads monthly Client Relationship Associate Team Lead meetings and quarterly Client Services team meetings.

Sets clear expectations and goals, provides regular coaching and feedback, and encourages empowerment, collaboration, and continuous improvement.

Ensures team members have the tools, resources, and training necessary to deliver high-touch, high-quality service.

Drives talent strategy and workforce planning. Manages team workload and backup coverage to support consistent service and day-to-day operations.

Drives employee engagement strategies and initiatives for the Client Services team.

Champions proactive client service, client advocacy, and problem resolution to improve the client experience.

Partners with Human Resources on employee relations matters, including performance concerns, disciplinary actions, and conflict resolution.

Client Service & Wealth Management Operations

Provides oversight of core client service workflows, including new account openings, transfers, money movements, custodial paperwork, and ongoing client service activities.

Ensures accuracy, timeliness, and adherence to regulatory and operational standards across all client service processes.

Resolves complex or escalated issues or inquiries from advisors, clients, or other internal staff members/departments.

Maintains strong communication with Advisors to ensure alignment on service levels and support needs.

Serves as key liaison between Client Services, advisors, operations, administration, and external partners (i.e., custodians, Addepar).

Leads and participates in firmwide initiatives and special projects, representing the Client Services function and advocating for continuous service enhancements.

Technology & Process Optimization

Supports effective use of technology across the Client Services team, with a focus on CRM utilization and workflow integration.

Evaluates and implements tools that enhance client service delivery, operational efficiency, and team productivity.

Leads change management efforts. Works to minimize disruption and maximize success by preparing, supporting, and equipping staff to adopt new ways of working.

Oversees changes to processes and technology, using best practices to improve the client service model.

Stays informed on industry best practices and implements improvements to maintain a best-in-class client service model.

Decision-Making & Execution

Makes sound, timely decisions and turns strategic priorities into clear plans and action.

Proactively identifies challenges and removes barriers to team and organizational success.