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. Requirements Qualifications • Associates or Bachelor’s degree in business, finance, economics, accounting, or related field. • 7-10 years of administrative and client service experience within a wealth management, Registered Investment Advisor or financial services environment. • 5-8 years of leadership experience, managing teams, preferably across multiple locations. • Willingness to travel to other office locations, including Chicago and Louisville (and future locations as the firm grows), approximately 2 – 4 times per year or as business needs require. • Experience leading teams, improving operations, overseeing client administrative processes, and communicating effectively with senior leadership. • Direct experience performing and overseeing client administrative processes (i.e., account openings, custodial paperwork, transfers). • Strong communication, organizational, and leadership skills, with the ability to effectively partner with and manage up to senior leadership. • Project management experience or certification. • Proven ability to design and improve business processes and build scalable operational systems. • Working knowledge and strong understanding of CRM systems (i.e., Salesforce, Practifi) and their application in driving efficiency. • Working knowledge of portfolio management platforms (i.e., Addepar) and custodian systems (i.e., Schwab, Fidelity, Pershing). • Proficiency in Microsoft Office applications, primarily Word, Excel, and Outlook. • Prior experience or familiarity with EOS tools and structure is a plus. • Prior experience integrating or optimizing tech stacks, preferred. • Prior experience with document management, e-signature, and PDF applications, preferred. Knowledge, Skills & Abilities • Strategic, confident leader who turns vision into action and drives accountability and results. • Operationally focused with a continuous improvement mindset. • Technologically proficient and comfortable leveraging systems to enhance performance. • Strong emotional intelligence with the ability to build trust and relationships. • Effective communicator, collaborator, and team builder. Benefits What’s in it for you: • A Top Workplace winning culture built on teamwork, integrity, and diligence. • Engaging work environment. • Opportunity for professional growth and development. • Competitive salary and eligibility for annual firm profitability/individual performance incentive. • Comprehensive benefits package includes medical, dental, vision, life, and long-term disability insurance, flexible spending accounts and the items listed below. • 401(k) plan with match and profit-sharing contribution. • Generous paid time off. • Paid parental and medical leave. Bartlett Wealth Management has 85 employees between its locations in Cincinnati, Chicago, and Louisville, and about $10.25 billion in assets under management as of December 31, 2025. #LI-Hybrid #LI-KM1