We are a client-first financial planning and wealth management firm located in Northwest Baltimore. Focused on delivering thoughtful, personalized guidance, we help individuals and families navigate complex financial decisions with clarity and confidence. We proudly serve a diverse client base, including retirees, federal employees, World Bank professionals, and small business owners, providing tailored strategies aligned with each client’s unique goals and circumstances. Through ongoing guidance and a strong focus on education, we strive to ensure every client feels supported, informed, and confident in their financial journey. We take pride in continually improving and bringing meaningful value to every client interaction.

The Client Service and Operations Manager is critical to our current and future success. There are many responsibilities across the entirety of the business that you will touch. Ensuring an amazing team and client experience, optimizing our technology/workflows, and driving our marketing initiatives are the top priorities. The existing team is strong, but they will look to you for support, decision-making, guidance on escalated issues, and overall leadership. We are continuously looking for better ways to excel for our clients so you will be thoughtful and creative in continuing that effort. You will strategize with the Founder and implement the vision for the firm, acting as integrator. You will shield him and the advisory team from operational activities so they can focus on providing excellent advice to clients and expanding client relationships. As with any small team, you are willing to help with coverage as needed. You are able to inspire, you love to teach, and you are patient and calm when difficult situations arise. You are able to recognize when a decision needs to be made and help others to understand it, hold people accountable for their roles, push back, and provide better direction, even with the Founder. You believe in the power of the team, can be trusted, and are reliable. One of the key elements you provide is the ability to track all that falls to your plate and the rest of our team, to ensure that nothing falls through the cracks.

General Responsibilities:

• Ensure an exceptional and consistent experience for both clients and team members
• Manage daily tasks in order of priority and allocate based on capacity of each team member
• Provide backup client service as necessary (client communication, trading, paperwork, etc.), take final responsibility for difficult issues other team members cannot resolve
• Facilitate communication, accountability, and efficiency between advisors and client service team
• Develop, streamline, and document repeatable processes for general firm functions, including client onboarding, new account opening, etc., to create operational clarity and drive efficiency
• Implement process improvements and workflow enhancements within the technology stack
• Manage and own our CRM accuracy, usage, reporting, and continued development of templates, workflows, and any other automations
• Support various new business and marketing initiatives such as social media platforms, email campaigns, content management, and coordination of seminars, workshops, and client appreciation events
• Oversee general human resource responsibilities, including employee issues, hiring, training, and clarifying roles and expectations
• Ensure compliance with company policies and procedures

Skills and Qualifications

• Bachelor’s degree highly preferred, or equivalent work experience
• Minimum of 5 years of progressive client service and operations experience in investment management or financial planning
• Proven leadership skills; successful at training, delegating, and holding others accountable in a positive and motivating manner
• Demonstrated excellence in optimizing operational processes and delivering exceptional client service
• Knowledge of industry-specific software required; familiarity with Salesforce, eMoney, ClientWorks, and JumpAI preferred
• Experience with LPL and Prudential Broker Dealer Systems highly preferred
• Tech-savvy and highly proficient in Microsoft Office suite (Excel, Word, and PowerPoint); strong ability to learn and apply new software systems quickly
• Solid understanding of investment and financial planning management concepts
• Self-motivated and capable of working independently while thriving in a collaborative team environment
• Strong desire to contribute to key business decisions and provide valuable insights
• Reliable, responsible, and detail-oriented with exceptional organizational skills
• Outstanding communication skills, both verbal and written