About this opportunity
MAI Wealth Management, Inc. lists this Regional Service Lead opportunity in independence township, Ohio. Review the employer’s description below for duties, qualifications and application requirements.
Job description
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Regional Service Lead
Full Time Professional Independence, OH, US
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
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
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Who can apply
Review the original listing for work authorization, qualifications and employer requirements.