Reporting to the Vice President, Client Service, the Team Lead, Client Service will be responsible for managing the performance and quality of a team of Research Project Managers and Associates. This role involves overseeing compliance, providing training and mentoring, managing research development, and supporting staffing and relationship management efforts. The ideal candidate will possess strong leadership skills, an in-depth understanding of compliance protocols, and the ability to drive team performance and client satisfaction.
Responsibilities:
- Oversee the performance and quality assurance of all Research Project Managers and Associates on the team
- Conduct regular individual meetings with team members to review project progress and performance against goals
- Train team members on best practices in research, communication, service, and compliance
- Ensure compliance with company policies and client-specific protocols, and address any breaches
- Manage the day-to-day commercial decisions related to advisor recruitment and rate negotiations
- Identify and evaluate new research resources, and supervise their utilization by the team
- Work with HR to interview, hire, and oversee the career development of team members
- Conduct disciplinary procedures and performance reviews, ensuring alignment with company policies
- Collaborate with Research Managers to conduct account reviews, analyze profitability, and develop strategic goals
- Represent the company in managing the implementation of policies and decisions, and support senior management in decision-making processes
Requirements:
- Bachelor s degree in Business Administration, or equivalent
- Extensive experience in Client Service or Project Management, with at least 4 years in a managerial role. Prior experience in Expert Network or Consulting would be a plus
- Strong understanding of compliance policies and procedures within the industry
- Excellent leadership and team management skills, with a focus on coaching and development
- Proven ability to manage multiple projects and meet deadlines in a fast-paced environment
- Strong analytical and problem-solving abilities
- Excellent spoken and written English communication and interpersonal skills
- Experience with CRM systems and client service software
- Ability to work collaboratively with internal departments and senior management
- High level of professionalism, integrity, and confidentiality in handling sensitive matters
