• Serve as primary point of contact for assigned clients • Ensure all client meetings have documented notes, assigned action items, and clear deadlines entered into CRM within 24 hours • Coordinate with Investment Operations to initiate and track money movement, transfers, and account maintenance requests, confirming completion within expected timelines • Manage custodian communications and servicing requests, ensuring proactive follow-through and client updates • Oversee insurance case coordination, underwriting progress, and documentation tracking, ensuring no outstanding requirements exceed defined follow-up intervals • Maintain real-time visibility into the active workload of all Client Service Executives • Conduct weekly pipeline review meetings with the CSE team to review: - Open tasks - Aging items (7+ days outstanding) - Upcoming client meetings - Active onboarding workflows • Review CRM activity to confirm: - 95%+ of client meetings have documented notes and assigned action items within 24-48 hours - All tasks have a clearly defined owner and deadline • Monitor task aging and escalate items that exceed defined service-level standards. • Identify bottlenecks in onboarding, servicing, or documentation and take ownership for driving them to resolution, modeling and reinforcing an outcome-oriented culture where issues are carried through to completion • Serve as the operational checkpoint between: Client Service Executives, Private Wealth Planners, Advisors, Investment Operations • Conduct structured pre-meeting readiness reviews for Tier 1 & 2 meetings to confirm: - Planning materials are complete - Reports are accurate - Action items from prior meetings are resolved • Ensure hand-offs between departments are documented in CRM and assigned • Resolve breakdowns in communication within 48 hours of identification • Standardize meeting follow-up expectations across advisors to ensure consistency • Conduct monthly CRM audit reviews to measure: - Task integrity rate - Action item documentation rate - Task completion velocity • Track onboarding cycle time from signed agreement to funded account and recommended process improvements where delays exceed target benchmarks • Propose at least one process enhancement per quarter focused on reducing servicing friction or improving efficiency • Maintain documentation standards within CRM and Guru; ensure firm-wide adherence to documentation protocols • Conduct bi-weekly 1:1 check-ins with each CSE focused on: workflow organization and execution gaps • Provide feedback to Director of Operations & Compliance prior to performance reviews • Communicate with Director of Operations & Compliance directly when standards are not being met and set corrective expectations • Train new CSE and advisor hires on workflow discipline and execution standards • Hold advisors accountable to documented process when servicing standards are bypassed