Client Support Manager

Elevate Your Leadership: Join New Direction Trust Company as a Client Support Manager!

Are you passionate about leading a dedicated team and delivering exceptional customer service in a fast-growing financial services company? New Direction Trust Company (NDTCO) is looking for a Client Support Manager to drive operational excellence, build a high-performing service desk team, and ensure our clients experience world-class support.

Why This Role is Your Next Big Move:

At NDTCO, we re not just offering a role we re inviting you to be part of a dynamic company that thrives on innovation and customer-centric solutions. As a leading alternative trust company, we re looking for leaders who can shape our service desk operations and enhance the customer experience.

Here s Why You ll Thrive at NDTCO:

• Leadership with Impact: Take charge of a talented Service Desk team and play a pivotal role in improving client satisfaction and driving our company forward.
• Innovative Environment: Your strategic ideas will help shape our processes and policies to provide best-in-class service. We re looking for forward-thinkers ready to make a difference.
• Team-First Culture: We invest in our people, offering continuous growth, mentorship, and a collaborative atmosphere where your contributions are valued.
• Work-Life Balance: We believe in supporting well-rounded professionals. Enjoy flexible work arrangements and a culture that promotes work-life harmony.
• Career Advancement: As part of our rapidly growing company, you ll find abundant opportunities for professional development and leadership growth.

The Role: Client Support Manager

As the Client Support Manager, you ll lead the Service Desk team, providing exceptional support to our clients by developing effective customer service procedures and ensuring a productive, motivating work environment. You will collaborate across departments, using data and client feedback to drive continuous improvements and innovation.

Key Responsibilities:

• Lead and Develop: Recruit, train, and manage the Client Support specialists to deliver top-tier service.
• Client-Centric: Act as the escalation point for client inquiries and ensure a seamless user experience.
• Process Excellence: Set and maintain policies, procedures, and schedules that support the team s effectiveness.
• Collaboration: Partner with internal teams to align service initiatives and act as an advocate for client needs.
• Innovate with Data: Leverage KPIs and client feedback to continuously strategize, innovate, and improve service.
• Mentorship and Evaluation: Regularly review calls, evaluate team performance, and provide coaching to enhance communication and service quality.

What You Bring:

• Leadership Experience: 4+ years in client support or customer service, with 2+ years in a management role.
• Problem Solver: A proactive approach to resolving issues and turning client feedback into action.
• Team Builder: A talent for motivating and leading a diverse team, fostering growth, and building morale.
• Tech-Savvy: Comfortable with technology and capable of communicating its value to clients.
• Empathy and Character: High levels of empathy, curiosity, and gratitude that shape your leadership style.

Success Metrics:

Your success will be measured by client satisfaction, the performance of your team, and positive feedback from colleagues and supervisors.

Education & Qualifications:

• Bachelor s degree or equivalent work experience
• Proven track record of driving service excellence and team development

Join Us in Creating a Best-in-Class Client Experience!

If you're ready to lead a talented team, improve client outcomes, and make a lasting impact at New Direction Trust Company, we want to hear from you. Apply today and take the next step in your leadership journey with us.