Client Services Team Leader
The Client Services Director (CSD) leads, mentors, and manages a team of Client Service Managers (CSMs) to ensure exceptional service delivery and client satisfaction. The CSD leverages deep domain expertise and industry knowledge to drive strategic initiatives, manage and grow client relationships, and maintain regulatory compliance. This role is responsible for team leadership, performance management, skill development, and fostering a client‑centric and innovative culture. The CSD analyzes metrics to identify opportunities for improvement and models integrity, accountability, and service excellence.
Key Responsibilities and Duties
- Provide clear direction, support, and mentorship to Client Service Managers.
- Foster a culture of innovation and operational excellence.
- Lead by example with professionalism, discernment, integrity, and a true client‑first philosophy in every action and decision.
- Oversee the development and maintenance of strong institutional client relationships, ensuring outstanding service, satisfaction, and retention in alignment with TIAA’s values.
- Guide and support CSMs in resolving complex client issues and escalations, ensuring timely and satisfactory outcomes.
- Set performance goals and regularly monitor, analyze, and review CSM and team performance using relevant KPIs and scorecards.
- Identify training needs and implement targeted development programs to upskill CSMs and support professional growth.
- Develop and execute strategic plans for client service delivery in coordination with senior management.
- Build and maintain strong partnerships with internal business partners and stakeholders.
- Act as the primary escalation point for key clients, providing strategic guidance and reviewing/approving service agreements and solutions.
- Monitor and mitigate risks in client service delivery; ensure full compliance with industry regulations and TIAA policies.
Educational Requirements
- University (Degree) Preferred
Work Experience
- 5+ Years Required; 7+ Years Preferred
FINRA Registrations
- SRC Indicator: Series 6 or 7; Series 63; Series 26 or 24; Series 26 or 24 required within 120 days of role acceptance
Physical Requirements
- Physical Requirements: Sedentary Work
Related Skills
- Accountability
- Business Acumen
- Business Development
- Client Relationship Management
- Commercial Mindset
- Communication
- Financial Markets Impact
- Inspires Others
- Negotiation
- Problem Solving
- Relationship Management
- Retirement Planning Selling
Benefits and Total Rewards
The organization offers a comprehensive Total Rewards package that includes a superior retirement program and highly competitive health, wellness and work life offerings to support associates’ well‑being.
Equal Opportunity
We are an Equal Opportunity Employer. TIAA does not discriminate against any candidate or employee on the basis of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status.
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