About this Opportunity:

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.

For External Candidates:

Candidates must work in-office in Berwyn, PA 3 days per week.

For Internal Candidates:

All internal employees, regardless of their current work arrangement (remote or in-office), are encouraged to apply.

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

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

• Obtains Orion Industry Certification

• Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization

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Salary Range:

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

As One-Orion, we accomplish our best work by being personally accountable to each other and the clients we serve. We are creating a welcoming environment where everyone is respected, valued, and heard. Our willingness to disrupt ourselves, and the industry ensures we stay ahead of client expectations. Thinking differently is in our DNA – we innovate, push boundaries, reject the status quo, and relentlessly pursue transformative outcomes. It is our collective will to win that drives Orion’s success and powers success for our clients and everyone at Orion.