Director Head of Client Service

Job Description

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,

PH - 229-264-4024 or Text - 229-469-1455 or You can share the updated resume at Mohammed@vtekis. com

Qualifications

Additional Information

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