A Director of Customer Service directs customer service activities for a company. Develops and directs the implementation of customer service policies for company products and oversees customer service staff. Analyzes customer sales and service data and customer feedback.
As a Director, Client Services, you will provide a high level of client service regarding the relationship between client and Orion. This position will help establish short-term goals, strategies, plans and policies for subsequent teams. As we continue to evolve and live our Orion values, we are looking for someone to grow with us. It is anticipated that an incumbent in this role will work as a Hybrid employee , with three (3) or more days each week required on-site at one of the listed office locations. Candidates should be located within a commutable distance to an office. Internal candidates currently aligned to an Orion office location may be given preference; however, internal candidates with varying work arrangements may be considered based on experience and business needs. Work location is subject to change based on business needs. In this role, you'll get to: Manage employees within department including but not limited to hiring, training, and developing employees, delegating work assignments, writing, and conducting performance appraisals, salary recommendations, coaching and counseling, and administering corrective actions Create and maintain an atmosphere of appreciation and understanding of advisor and investor issues Create and maintain a structure that allows the Sales department to focus on the new opportunities Create and maintain a structure that can be expanded to accommodate growth Create and maintain a phone answering system that greatly enhances the client's probability of interacting with a live voice who is capable of resolving their issue and/or request Provide leadership, direction, strategy, performance feedback and effective support for the Client Services department and managers Provide a proactive process to work with advisors and their clients on the on-going maintenance of their accounts Work closely with other OWM departments and subject matter experts on improvement projects for the firm Work with VP, Client Service to develop and ensure quarterly strategic goals are met Review outstanding task lists on a weekly basis with team managers Review key metrics on a daily basis with team managers Monitor and maintain Orion Key Performance Indicator (KPI) records/reports Act as an escalation point for escalated issues and complex problems; resolve where appropriate in order to provide effective support Conduct one-on-one meetings with managers on a regular basis Advise and assist managers and customers on systems, special projects or processes and research to maximize service quality, efficiency and continuity Provide back-up support to management team during times of absence Proactive training and through leadership communication and presentations to our advisors and clients Develop process and efficiency improvements to the advisor experience Improve upon service defects that are identified Ensure team adherence to all compliance and security policy and procedures Lead a department or large functional area, overseeing multiple teams and managers to deliver on strategic and operational objectives Influence and allocate departmental resources to achieve financial, performance, and service outcomes. Set clear goals, metrics, and accountability standards to measure progress against business targets Coach senior managers and emerging leaders, ensuring effective succession planning, performance management, and leadership readiness across the department Build a culture of accountability, continuous improvement, and inclusion by modeling effective leadership, reinforcing company values, and promoting teamwork across teams and business lines Drive process optimization and operational excellence by identifying and implementing improvements that enhance quality, scalability, and efficiency Make decisions impacting departmental goals, priorities, and resource utilization; escalates complex or cross-functional issues to senior leadership as needed Strengthen cross-functional consistency through clear communication, data-backed insights, and proactive engagement with peers and executive stakeholders Anticipate future business needs, aligns department plans with enterprise strategy, and contributes to long-range organizational planning and innovation We're looking for talent who: Has a minimum of a Bachelor of Science in Business Administration, Finance, or related field Possess a minimum of 10 years of customer services-related or multiple operations team experience required, with at least 2-4 years of experience with OAS or affiliated company Has a minimum of 3-5 years of management/leadership experience Possess prior experience working within financial services industry Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization #LI-AP1 #LI-Onsite #
$108,245.00 - $169,933.00 The pay listed in this posting indicates the estimated pay at the time of this posting; however, may vary depending on geographic location, job-related knowledge, skills, and experience. In addition, Orion offers a competitive benefits package which includes health, dental, vision, and disability coverage on day one, 401(k) plan with employer match, paid parental leave, pet benefits including pawternity leave and pet insurance, student loan repayment and more. About Us At Orion, we achieve our best work when we support one another, staying personally accountable to each other and the clients we serve. We create a welcoming environment where everyone is respected, valued, and heard. Our commitment to create raving fans ensures we consistently exceed client expectations. Thinking differently is in our DNA—we innovate always , push boundaries, and reject the status quo to deliver transformative outcomes. Together, we support one another and see it through to success, driving our collective achievements and those of our clients.
