Arcadia Financial · 1 day ago
Head of Client Services
Manchester, NH
Full-time
Onsite
Lead/Staff, Director/Executive
$70K/yr - $80K/yr
3+ years expArcadia Financial is seeking a Head of Client Services to lead their Client Service Specialist team and ensure exceptional service delivery to clients. This role involves operational oversight, team leadership, and collaboration with various departments to enhance the client experience and support the firm's family office model.
AdviceFinancial ServicesRetirement
Responsibilities
Lead and develop the Client Service Specialist team, ensuring clarity of roles, consistent execution, and a culture of accountability
Conduct regular one-on-ones, performance reviews, and team meetings to drive improvement and engagement
Identify skill gaps and coordinate training with the Director of Operations
Foster a positive, client-first culture grounded in responsiveness, accuracy, and collaboration
Oversee all client service functions, including account maintenance, transfers, money movements, and documentation
Ensure timely completion of tasks, adherence to SLAs, and reduction of errors across all service lines
Partner with the Director of Operations to refine workflows, implement process improvements, and support cross-departmental initiatives
Collaborate with the Client Technology Manager and the Data & Systems Analyst roles to ensure systems (CRM, Firelight, Wealthscape, Arcadia Portal) are used efficiently, accurately, and consistently across teams
Partner with Compliance to ensure all client activities meet firm and regulatory standards
Review task metrics weekly to identify trends, bottlenecks, and coaching opportunities
Serve as escalation point for complex service issues, ensuring prompt and professional resolution
Work closely with Financial Planning to ensure seamless client handoffs, accurate execution of advisor recommendations, and clear communication throughout the client journey
Partner with the Director of Financial Planning through a recurring biweekly meeting to identify process improvements, clarify responsibilities, and resolve any handoff or task-related issues between Planning and Client Service
Contribute to firm-wide projects that enhance both client and team experience
Champion process documentation, consistency, and accountability within the team
Support the creation of SOPs, training materials, and knowledge-sharing across Operations
Participate in quarterly operations reviews to evaluate service performance and recommend enhancements
Qualification
Required
3–5 years of experience in financial services, wealth management, or a related client operations role
Proven leadership experience managing or mentoring a service or operations team
Strong understanding of financial account types (IRAs, annuities, brokerage, etc.) and compliance standards
Active Life, Accident & Health license and Series 63, 65, or 66 required (or ability to obtain within 6 months of hire)
Proficiency in CRM and operational systems; ability to learn new technology quickly
Excellent communication, organization, and follow-through
Benefits
100% employer-paid health, dental, and vision insurance
Unlimited paid time off (PTO) and flexible scheduling
Short-term disability, long-term disability, and life insurance — fully covered
401(k) retirement plan with 4% company match
Professional development and continuing education opportunities
Collaborative, people-first culture that values innovation and accountability
Engaging workplace perks, including team events, community-focused volunteer initiatives and more
Company
Arcadia Financial
Arcadia Financial is a financial services firm helping individuals create retirement strategies.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Michael Panico
CEO
Company data provided by crunchbase