Managing Director of Client Experience

Job Description

Job Description

Purpose:

The Managing Director of Client Experience is an operational leadership role responsible for leading and ensuring goal achievement in all aspects of team development, operations, financial performance, growth, and client service and retention. This role provides direction, guidance, and accountability to team members, ensuring alignment with the company's mission, values, and objectives.

Job Responsibilities:

1. Operational Leadership:

• Collaborate with Senior Leadership to develop and implement operational plans for growth, profitability, scalability, and market competitiveness.
• Design, assess, and implement core processes and best practices that are followed by all that achieve strategic initiatives across CWM.
• Identify new business opportunities, market trends, and areas for expansion.
• Setting clear, measurable leading indicator metrics and goals, and guiding others towards achieving objectives.
• Monitor objectives and when necessary, implement corrective actions, including having difficult conversations when expectations are not achieved and holding others accountable to improvement initiatives.
• Lead and inspire high-performing teams to achieve organizational goals.
• Lead, Manage and hold Accountable Directors and functional managers.

2. Financial Management:

• Oversee CWM’s financial performance, including budgeting, forecasting, and financial reporting.
• Responsible for full Profit and Loss for all Regions.
• Establishing and monitoring key financial metrics and KPIs to assess performance and making data-driven decisions.
• Implement effective cost management strategies to optimize profitability and efficiency.
• Regularly report financial performance, budget variances, key metrics, and remediation actions to various team members including Senior Leadership

3. Client Relationship Management:

• Instill and constantly re-enforce a client centric mentality to all team members, including appreciating and understanding the essential need to build and maintain strong client relationships, their needs, and delivering service beyond expectations.
• Assess and evaluate ROI and other key metrics of client engagement initiatives.

4. Regulatory Compliance:

• Ensure compliance with relevant laws, regulations, and industry standards.
• Stay informed about changes in financial regulations and implement necessary measures to ensure compliance.
• Establish and maintain robust risk management processes to mitigate operational and regulatory risks.

5. Talent Development:

• Develop and retain top talent.
• Provide mentorship, coaching, and professional development to team members.
• Foster a culture of collaboration, innovation, and continuous improvement.
• Lead effective implementation and utilization of a robust referral process by utilizing the Oechsli process.

Knowledge, Skills, and Abilities:

• Strong financial acumen and understanding of financial markets, products, and services.
• Ability to train, coach and mentor others including Directors, Advisors, and sales-oriented roles
• Ability to inspire others and create a culture of excellence and high achievement
• Excellent leadership, communication, and interpersonal skills.
• Demonstrated track record of driving business growth and profitability.
• Sound knowledge of regulatory requirements and compliance standards.
• Ability to think strategically, solve complex problems, and make data-driven decisions.
• Hold or obtain relevant license and certifications (Series 65).

Education: Bachelor's degree in finance, business administration, or related field; MBA or advanced degree preferred.

Experience: A minimum of 10 years' experience within the financial service industry including proven experience in a leadership role.