Sentinel Client Service Group Lead

Sequoia Financial Group is a growing Registered Investment Advisor (RIA), headquartered in Northeast Ohio, offering financial planning and wealth management services. At Sequoia, we exist with a singular purpose: to enrich lives. Our values define how we behave and guide us through the pursuit of our purpose to enrich lives.

At Sequoia, our core values are:

Teamwork. We work selflessly to enrich the lives of our clients and our community.

Passion. We relentlessly pursue our full potential.

Integrity. We act in the best interest of others.

Position Summary

Sequoia Financial Group is seeking a highly motivated and collaborative professional to serve as a Client Service Group Lead. This role is a key member of the Client Service organization, responsible for leading and developing a team of Client Service Associates (CSAs) who support both clients and advisors.

The Client Service Group Lead partners closely with Advisors and firm leadership to ensure the delivery of exceptional client service, operational efficiency, and a consistently high standard of care. In addition to team leadership responsibilities, this individual will maintain direct involvement in client service activities and projects.

Key Responsibilities
Team Leadership & Development

Lead, coach and develop a team of Client Service Associates through ongoing mentorship, feedback, and performance management

Conduct regular one‑on‑one meetings focused on client service, capacity, and professional development

Establish individual goals and oversee annual and mid‑year performance reviews

Foster a culture of accountability, collaboration, and continuous improvement

Lead by example in setting the standard of client service and team collaboration

Monitor and actively manage team engagement, fostering a positive and inclusive team environment

Operational Excellence & Capacity Management

Help design and maintain efficient workflows that optimize team capacity and service quality

Monitor key service metrics, identify opportunities for process improvement and partner with leadership to implement standardized enhancements.

Proactively identify capacity constraints and partner with the Director of Client Service to address resourcing needs

Oversee scheduling, in‑office coverage, and time‑off coordination to ensure seamless client support

Client Service & Advisor Support

Provide guidance on complex client matters, including escalation when appropriate

Collaborate with custodians and external partners to resolve client issues effectively

Lead coordination efforts regarding training and cross‑functional team partnerships

Maintain proficiency in the Client Service Associate role and provide hands‑on support during periods of high volume or coverage gaps

Communication & Collaboration

Partner with the Director of Client Service and functional leaders to address team dynamics, risks, and opportunities, and drive action

Communicate and reinforce firm initiatives and updates to ensure team understanding and alignment with organizational goals

Encourage knowledge sharing and serve as a resource for team members while promoting independent problem‑solving

Talent Management

Partner with Human Resources and leadership to recruit, hire, and onboard new Client Service Associates

Partner with Learning & Development to support onboarding and training, and ensure new team members effectively ramp, integrate, and achieve success in their roles

Required Qualifications

Minimum of 5 years of experience in financial services

Prior management or team leadership experience

Demonstrated ability to lead with integrity, fairness, and confidentiality

Strong understanding of the client lifecycle, including prospecting, onboarding and ongoing service

Proven ability to anticipate challenges and implement effective solutions

Commitment to continuous professional and industry development

Preferred Qualifications

Proficiency in systems such as Salesforce, Box, Slack, Schwab, & Fidelity

Strong communication, conflict resolution and interpersonal skills

Bachelor’s degree or equivalent experience

Core Competencies

Leadership by example with the ability to inspire and motivate others

Exceptional attention to detail and organizational skills

Ability to manage multiple priorities in a fast‑paced environment

Strong follow‑through and accountability in achieving objectives

Positive and resilient mindset with a solutions‑oriented approach

Excellent collaboration and communication skills

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