Client Service Manager

ID
2022-14697
Job Locations
US-CA-San Francisco

 

At First Republic, we care about our people. Founded in 1985, we offer extraordinary client service in private banking, private business banking and private wealth management. We believe that personal connections are everything and our success is driven by the relationships we form with our colleagues and clients. You’ll always feel empowered and valued here. 

 

Incredible teams doing exceptional work, every day

First Republic Private Wealth Management is comprised of investment management, brokerage, trust, financial planning and insurance professionals within First Republic Investment Management (FRIM), First Republic Securities Company (FRSC),  First Republic Trust Company (FRTC), and Foreign Exchange. We offer customized wealth management solutions for our clients from a wide array of services including comprehensive investment management, financial planning, estate planning, trust services, endowment management and more. Our goal is to understand our clients’ unique needs and support them throughout a lifetime of financial goals.

 

Client Service Manager #LI-Hybrid:

Our Client Service Managers report into the Director of Client Services for Private Wealth Management. These leaders are responsible for hiring, developing, and managing large teams of Client Service Professionals and provide direct support to our Wealth Management Teams in partnership with our Regional Business Leaders. 

 

The Client Service Manager is a high visibility role that is mission critical to the future growth and success of First Republic and, specifically, Private Wealth Management.  These individuals are expected to effectively direct service and change management efforts, oversee individual and team employee relations, and drive strategic initiatives. 

 

Successful candidates need to be self-starters with an entrepreneurial spirit as First Republic strives to continuously improve the client and employee experience. The ability to thrive in a dynamic, constantly changing environment with sound judgement in high stakes situations is required.

 

Role and Responsibility Overview:

There are three primary aspects to the work that the Client Service Manager will be responsible for: (1) service and change management (2) individual and team employee relations oversight, and (3) organizational and strategic leadership. Each of these three areas are described in further detail below.


Service and Change Management:

  • Liaise with cross-functional partners to troubleshoot complex client requests, identify and implement process improvements/training opportunities, and streamline operational/service efficiencies to drive a better client and employee experience
  • Lead standing change management meetings to provide timely, tactical, and actionable updates to keep the field informed, solicit group-think insight, and address key concerns and questions accordingly
  • Coordinate standing professional development meetings tailored at a functional level to foster personal and professional development opportunities and deliver a more robust client service model to Wealth Managers and Clients
  • Steer cross-functional department stakeholder meetings to identify service improvement opportunities, collaborate on comprehensive solutions, and design holistic change management strategies

 

Individual and Team Employee Relations Oversight:

  • Partner with Regional Business Leaders and Wealth Managers to understand team business models and projected growth plans to recommend service-related best practices, evaluate and align resources to maximize team efficiencies, and forecast headcount and compensation requirements
  • Lead individual standing check-ins to offer personalized interpersonal and professional development guidance, monitor goal progression and adjust as needed, and partner with Wealth Managers on assessing performance/potential status checks throughout the year to consistently manage expectations across all impacted parties
  • Participate in national semi-annual Talent Assessment offsites to conduct a comprehensive 360 assessment of individual contributors in comparison to relative peer groups, apply and evolve performance and potential evaluation standards, and determine ways to measure success consistently across the team
  • Promote Firm culture through team building events, interpersonal and technical skill development opportunities, and demonstrating our corporate values through mindful leadership

 

Organizational and Strategic Leadership:

  • Build partnerships and cross-functional engagement across wealth management teams and other lines of business to drive department-wide improvements, enhancements, and service-related standards
  • Drive service and operating efficiency enhancements to manage headcount expense, improve net promoter scores, and increase employee productivity and satisfaction
  • Partner with PWM Technology to identify and prioritize business requirements, set and execute change management strategies and training solutions, and escalate user experience and adoption concerns where applicable
  • Develop and maintain a top talent recruitment and retention strategy through competitive training and development programs, comprehensive compensation plans, and client and employee centric corporate values

 

Additional responsibilities for this role include: 1) adhering to and complying with the applicable, federal and state laws, regulations and guidance, including those related to Anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.) 2) adhering to Bank policies and procedures, 3) completing required training, 4) identifying and reporting suspicious activity to the AML Officer, and 5) knowing and verifying the identity of any customer(s) that enters into a relationship with the Bank.

 

You could be a great fit if you have:

  • BS/BA degree in Business, Finance, or related field
  • FINRA Series 7, (63/65) or 66, (9/10) or 24 Licenses
  • 5+ years of industry related experience / minimum 3+ years Private Wealth Management emphasis
  • 3+ years of experience managing and leading large teams
  • Excellent written, verbal, and interpersonal communication skills to work well with senior professionals and leadership
  • Robust ability to prioritize, organize, and influence to effectively manage competing demands and high-pressure situations
  • Proficient in Microsoft office applications with an intermediate to expert skill level in Excel and PPT
  • Working knowledge of Salesforce, Addepar, Folio, Moxy, eMoney, Pershing NetX, Fidelity Advisor Solutions, Schwab Institutional a plus

 

Job Demands:

  • Must be able to review and analyze data reports and manuals; must be computer proficient.
  • Must be able to communicate effectively via telephone and in person.
  • Must be able to travel as position requires.

 

Own your work and your career — apply now

Are you willing to go the extra mile because you love what you do and how you can contribute as a team? Do you want the freedom to grow and the opportunity to take charge of your own career?  If so, then come join us.

 

We want hard working team players. You’ll have the independence to learn, lead and drive change. A culture of extraordinary service, empowerment and stability — that’s the First Republic way.

 

We believe that a diverse range of backgrounds and ideas has and will continue to be fundamental to the future success of First Republic.

 

If you are curious to learn more about this opportunity, we'd love to hear from you.

 

This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization. The Company is an equal opportunity employer. In this regard, the Company makes reasonable accommodations for qualified applicants and employees with disabilities in order to enable them to perform all essential job functions, unless doing so creates an undue hardship.

 

First Republic is subject to federal laws that restrict the employment of individuals with certain types of criminal histories, including FDIA Section 19 and FINRA. To the extent not inconsistent with our obligations under those federal laws and regulations, First Republic will consider qualified candidates with criminal histories in a manner consistent with the Los Angeles and San Francisco ban-the-box laws.

 

For New York City-based roles: Mayor Bill de Blasio announced that, effective December 27, 2021, all private sector employers?in New York City will be required to ensure that their employees are vaccinated against COVID-19 to attend work in the office. Reasonable Medical or Religious Accommodations may be requested if applicable to you. Please view New York’s Guidance on Accommodations for Workers for more information.

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