Hybrid Senior Manager - Client Services bei Anderson Business Advisors

Description

Job Purpose:
 

The Senior Manager, Client Services plays a critical role in executing the client service strategy by overseeing day-to-day operations, coaching frontline leadership, and driving performance outcomes.  This leader ensures that client interactions are handled with excellence, escalations are resolved efficiently, and staff are empowered to consistently meet service standards.  The Senior Manager partners closely with the VP of Client Services to operationalize strategic goals and lead scalable growth across the team.  

 

Key Responsibilities:

Team Leadership and Development:

• Lead, mentor, and develop a team of frontline managers and supervisors.
• Conduct regular coaching sessions, performance reviews, and skills development plans.
• Cultivate a high-performance culture focused on accountability and client success.

 

Operational Execution:

• Oversee day-to-day workflow across client service functions to ensure timely and accurate handling of client needs.
• Implement SOPs, ensure adherence to policies, and identify opportunities for continuous improvement.
• Monitor team capacity, redistribute workload as needed, and proactively manage resourcing needs.

 

Client Experience Management:

• Ensure high-quality service delivery across all client touchpoints.
• Resolve mid- to high-complexity client escalations that are escalated from frontline managers and supervisors.
• Support implementation of initiatives that improve client satisfaction and retention.

 

Performance Monitoring and Reporting:

• Track and report Key Performance Indicators (KPIs) such as responsiveness, resolution rates, SLA adherence, and client feedback.
• Use data to identify performance gaps and implement corrective action plans.
• Partner with the VP on operational dashboards and improvement plans.

 

Cross-Functional Collaboration:

• Serve as a liaison between the Client Services team and other internal departments to address workflow dependencies and operational bottlenecks.
• Participate in project teams to support new service offerings, system upgrades, or process changes.

 

Staffing and Workforce Planning:

• Participate in hiring, onboarding, and training of new staff.
• Contribute Foster a collaborative culture and resolve conflicts constructively.
• Serve as a key spokesperson and influencer within and outside the organization.

 

Developing Others and Empowerment:

• Implement development programs designed to upskill managers, supervisors, and frontline team members.
• Coach and support the professional growth of managers, supervisors, and their direct reports.
• Reinforce an empowering team culture through hands-on leadership and staff engagement.
• Identify and elevate emerging talent within the team for future advancement.

 

Process Improvement:

• Identify and escalate recurring workflow inefficiencies and client service issues.
• Recommend and implement local process changes to improve team efficiency and client outcomes.
• Collaborate with the VP and other managers to evaluate effectiveness of changes.
• Support rollout of departmental process improvements and ensure team adherence.

 

Ethical Leadership:

• Address team-related ethical concerns in partnership with HR and leadership.
• Ensure adherence to client confidentiality, compliance, and service integrity policies.
• Foster an environment of respect, accountability, and professionalism.

 

Administrative Tasks:

• Ensure team adherence to documentation, tracking, and CRM protocols.
• Monitor recordkeeping for accuracy and completeness.
• Complete administrative reporting and data updates as required by leadership.
• Support operational audits and quality checks as assigned.

 

Competencies:

Integrity

• Models ethical behavior and reinforces standards within the team.
• Promotes adherence to company policies and ethical practices in daily operations.
• Escalates potential ethical issues appropriately and fosters a culture of accountability.

Communication / Collaboration

• Communicates department goals and priorities clearly to managers, supervisors, and their direct reports.
• Collaborates effectively with peers and cross-functional partners to resolve operational challenges.
• Encourages open communication and teamwork across supervisors and team members.

Critical Thinking / Problem Solving

• Applies structured problem-solving approaches to resolve team-level service issues.
• Identifies process breakdowns and proposes tactical solutions.
• Uses sound judgement to resolve client-facing and operational challenges effectively.

Conflict Resolution

• Meditates conflicts among staff and between clients and the service team.
• Encourages respectful resolution of disagreements and escalates major issues when needed.
• Reinforces a positive team environment through consistent and fair resolution practices.

Developing Others / Empowerment

• Demonstrates a commitment to building the capabilities of others through consistent coaching, feedback, and support.
• Fosters a team culture where individuals feel trusted, empowered, and accountable for their own growth.
• Encourages ownership of performance and development at all levels of the team.
• Models a growth-oriented mindset by creating space for learning form mistakes and celebrating progress.

 

Required Qualifications:

• Bachelor’s degree in business administration, Communications, or related field.
• Minimum 5-7 years of experience in client services or a customer service leadership role.
• Proven record of coaching and developing high-performing service teams.
• Strong operational and problem-solving mindset.
• Experience working in CRM systems; Salesforce is a plus.
• Excellent communication, interpersonal, organizational, and time management skills.
• Ability to work in a fast-paced environment with minimal supervision.
• Proficiency in Microsoft Office and CRM software.

 

Preferred Qualifications:

• Master’s in business administration or communications.
• Experience in professional services, advisory, or financial services.
• Process improvement certification (e.g., Lean, Six Sigma) a plus.

Qualifications

Anderson Business Advisors has been awarded the Top Places to Work honor by the Las Vegas Business Review Journal 5 years in a row!

 

Anderson Business Advisors is an award-winning workplace -- voted Top Places to Work in 2020, 2021, 2022, 2023 and 2024 by the Las Vegas Business Review Journal, as well as Intuit's Firm of the Future award in 2020. Anderson Business Advisors is growing at a phenomenal rate, and we owe this success to our dynamic team, our commitment to excellent service, and our valued clients.

 

 

Serving investors and small business owners nationally since 1999, Anderson Business Advisors is the nation's premier asset protection and tax planning firm. With a focus on providing excellent service, Anderson Business Advisors brings attorneys, CPAs, and other professionals under one roof to empower our clients to protect themselves and their investments from the growing legal and tax threats of an increasingly complex world.

 

 

At Anderson Business Advisors, we're looking for friendly, driven, and passionate individuals to help us continue our mission as we empower investors and business owners to preserve and protect their wealth, find financial freedom, and create a legacy for their loved ones and communities.

 

 

We support our team with ongoing training and professional development while providing internal advancement opportunities for driven team members who want to grow within Anderson as they succeed professionally and personally.

 

 

Anderson Advisors offers robust benefits including:

• Embrace flexibility with a hybrid work schedule, balancing remote and in-office work seamlessly.
• Kickstart your journey with a robust onboarding program that equips you with in-depth knowledge about our organization, services, and products.
• Prioritize your health with comprehensive medical, dental, vision, and short-term disability coverage—all provided at no cost to you.
• Plan for the future with a 401(k) matching program, starting at 4% after just 3 months of employment.
• Recharge and rejuvenate with generous paid time off, including 16 days in the first year and 21 days after one year of employment, in addition to 7 paid company holidays.
• Stay active with a $35 monthly gym membership subsidy.

 

Please note that a full background check, drug screen, internet, and social media search are required for employment.

 

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