Regional Service Lead

GENERAL JOB DESCRIPTION

Active member of the Wealth Management Group, serving as a Regional Coordinator within MAI’s Service Model. Reports to the National Head of Service while maintaining a local partnership with the Regional President(s) in the region – reporting centrally, working locally. Responsible for coordinating the work of Client Service Specialists (CSSs), managing regional work queues with national visibility, and delivering a scalable, client-centric, and consistent service experience. Partners with National leadership to standardize workflows for account opening, money movement, and back-end business processing, and supports the firm’s phased transformation toward a centralized, technology-enabled service model.

MAJOR DUTIES AND RESPONSIBILITIES

Regional Coordination & Oversight

• Serve as the Regional Coordinator for the region, reporting into the National Head of Service while maintaining a local partnership with the Regional President(s)

• Responsible for Service Oversight of all offices within the region, including a periodic checklist, as well as site visits on a regular schedule

• Main Service point of contact for the Regional President(s), handling escalations, capacity management, and all service-related regional items

• Own regional work queues, ensuring day-to-day service delivery is managed locally while remaining visible to national leadership

Capacity & Workflow Management

• Manage regional capacity, flexing team members across practices to absorb volume spikes and eliminate single points of failure

• Implement effective methods to ensure uninterrupted workflow during team member absences

• Responsible for the quality of Backoffice processing and frontline service activity in the region

Standardization & Process Improvement

• Standardizes service processes for account opening, money movement, and back-end business processing in alignment with the MAI national standard for service

• Partners with the National Head of Service and peer Regional Leaders to document policies and procedures, and contributes to the firm-wide service work inventory

• Identifies workflows and regional queues suited for Salesforce enhancement, supporting the firm’s automation and centralization roadmap

• Collaborates with peers across the regions and works together on National initiatives, to drive adoption and gather feedback

Training & Development Support

• Responsible for organizing training, coaching, and reviewing new Client Service Specialist work

• Mentors less experienced team members in all aspects of Client Service work, supporting a defined career path within the Centralized Service Model

• Offers performance-based feedback on Client Service Specialist work and supports on-boarding of new hires as the team scales

Client Service Delivery

• Responsible for all service-related matters to meet the needs and requests of Wealth Management clients, including escalations and issue resolution with our Custodians

• Leads regional and national projects supporting the transformation to the Centralized Service Model, as needed

EXPERIENCE/CREDENTIALS

• Bachelor’s degree and/or equivalent experience

• Client service experience in financial industry, such as brokerage and/or banking (7+ years) is required

• Previous leadership experience desired; experience managing distributed or multi-office teams is a plus

• Ability to work with HNW individuals with complex account structures

• Willingness and ability to travel up to 25% of the time, including regional site visits

• Demonstrated ability to on-board and train new Client Service team members

• High level of proficiency with Microsoft Office suite (including Excel, Outlook, Word, Adobe, PowerPoint)

• Strong financial analytical skills and knowledge of account structures and investments

• CRM experience, preferably Salesforce, is desired; familiarity with workflow automation or AI-enabled service tools is a plus

COMPETENCIES

Executing for Results

• Ensure that the team is responsive and tightly aligned to enable high-quality execution and outcomes

• Create and employ effective metrics to communicate and drive results

• Coordinate with team members for peak contributions and results focused on client needs

• Successfully deliver to client needs

Developing People

• Coach, mentor, develop, and train professional, effective staff in serving clients for current and future needs

• Coordinate with assigned CSSs on day-to-day activities to attain maximum profits and client satisfaction

• Foster a high-performance culture that accepts accountability as readily as acknowledgement

• Thrives in a fast-paced and dynamic team-based environment

• Develop best practices and implements across the Client Service Specialists

• Independently make decisions, overcome hurdles, solve problems, and implement

• Motivated to learn about all areas of the division and firm as part of a growing and fast paced team

• Effective at collaboration and working on interdepartmental teams

• Professional demeanor, detail-oriented, hardworking, high level of personal ethics and integrity

Driving Transformation & Change

• Champion the shift from decentralized, admin-heavy service work to a standardized, centralized, and increasingly automated service model

• Support standardization efforts – including workflow documentation and Salesforce mapping – that lay the groundwork for future automation

• Adapt quickly to evolving organizational structures, reporting relationships, and technology-enabled processes

• Communicate the vision and benefits of change clearly to regional teams to drive adoption and reduce resistance

• Balance national consistency with local flexibility, reinforcing a “reporting centrally, working locally” partnership model