Director, Head of Client Service

Key Responsibilities

Leadership & Team Management

• Provide strategic leadership and oversight for the Client Service organization, including SVPs, VPs, Senior Specialists, and Specialists.
• Establish team structure, coverage models, staffing plans, performance expectations, and development programs.
• Lead, coach, and mentor senior client service leaders to build a high-performing and scalable organization.
• Drive succession planning, talent development, and organizational growth initiatives.
• Foster a culture of accountability, collaboration, responsiveness, and client-focused execution.

Client Relationship & Service Strategy

• Own the overall client service strategy supporting Archer Managed Account Services clients.
• Maintain executive-level relationships with key strategic clients and industry partners.
• Partner with senior client stakeholders, including executive and C-suite leaders, to understand strategic objectives and evolving business needs.
• Ensure consistent delivery of high-quality service across all client segments and support models.
• Serve as the highest point of escalation for critical client concerns and service-related issues.

Service Governance & Operational Oversight

• Establish service governance frameworks, reporting standards, escalation procedures, and client engagement practices.
• Monitor client satisfaction, service performance, operational effectiveness, and key risk indicators across the portfolio.
• Review service trends and identify opportunities to improve responsiveness, consistency, scalability, and efficiency.
• Ensure alignment between client expectations and internal service delivery capabilities.
• Oversee executive business reviews, service reviews, and strategic governance meetings.

Cross-Functional Leadership

• Partner with Operations, Product, Technology, Implementation, Data Integration, and Client Coverage leadership teams.
• Advocate for client priorities and influence platform enhancements, technology improvements, and operational process changes.
• Support major client onboarding initiatives, platform migrations, and strategic business projects.
• Align organizational resources to meet client commitments and business objectives.

Strategic Planning & Continuous Improvement

• Develop long-term service strategies that support business growth and client retention goals.
• Identify opportunities to improve service delivery through process optimization, automation, and technology enablement.
• Drive consistency in reporting, communication standards, governance practices, and operational controls.
• Establish measurable service metrics and performance indicators to monitor organizational success.

Preferred Qualifications

• 12-15+ years of experience in client service, client relationship management, account management, service delivery, or operational leadership within financial services.
• Significant experience supporting managed accounts, wealth management, investment operations, asset servicing, or related financial services businesses.
• Pro+ven track record leading large client-facing organizations and developing senior leaders.
• Strong executive presence with experience interacting directly with C-suite stakeholders.
• Demonstrated success managing service organizations supporting institutional, retail, SMA, or wealth management clients.
• Experience overseeing service governance, escalations, client retention, and operational performance management.
• Exceptional communication, leadership, stakeholder management, and strategic planning skills.
• Ability to influence outcomes across multiple business functions and executive leadership teams.

Success Measures

• High levels of client satisfaction, retention, and relationship growth.
• Consistent execution of service standards and governance practices across all client segments.
• Strong employee engagement, talent development, and leadership pipeline creation.
• Effective management of client escalations, service risks, and operational challenges.
• Improved service scalability, efficiency, and organizational effectiveness.
• Strong alignment between Client Service, Operations, Product, Technology, and Client Coverage teams.
• Creation of a world-class client service organization supporting the continued growth of Archer Managed Account Services.

• Regards,
• Mohammed ilyas,

Additional Information

All your information will be kept confidential according to EEO guidelines.