Step into a pivotal leadership role where you’ll shape the future of client service for high-net-worth families nationwide—guiding a team of 500 professionals across four major cities to deliver a world-class, high-touch experience, drive innovation through technology and data, and set new standards for excellence in the U.S. Private Bank.
As the Head of U.S. Private Bank Client Service within the U.S Private Bank, you will lead Client Service teams across Delaware, Chicago, Houston, and Scottsdale, who deliver a consistent, high-touch experience **for high-net-worth families across the U.S. **This leader partners closely with local leadership to deliver a high-touch, control-strong, and increasingly seamless client experience, while modernizing service through technology, operating model evolution, and data-driven management. This individual will lead a team of approximately 500 professionals (Service Managers, Client Service Associates, and support teams), with accountability for day-to-day execution, talent strategy, risk and controls, service quality, and transformational change.
**Job Responsibilities **
- Develop and implement a high-touch, consistent U.S. Client Service strategy, partnering with leadership to embed teams in local growth and meet client needs
- Own the operating rhythm for work intake, transaction execution and daily capacity management, driving accuracy, timeliness, and strong regulatory adherence
- Strengthen controls and risk management, serving as escalation point and collaborating with Business Risk Management and Compliance
- Lead critical change initiatives by adopting AI-powered technology, redesigning workflows, closing process gaps, and driving cross-functional projects
- Own talent strategy, recruiting, succession planning, and development, while building a performance culture with clear expectations, coaching, and accountability
- Establish robust metrics and transparent reporting, leveraging data insights to reduce friction, improve turnaround, and ensure consistency across markets
- Represent Client Service in technology and operations, influencing systems and policies, and building strong partnerships to drive coordinated execution
Required qualifications, capabilities and skills
- Extensive experience (10+ years) managing large complex service functions, equivalent financial services management experience at a senior leadership level. Strong leadership and change management skills, with dynamic credibility, exceptional judgment, communication, and ability to articulate strategy across multiple locations
- Must currently hold Managing Director or Executive Director title, external equivalent
- FINRA Securities Industry Essentials, Series 7, Series 63 and Series 24 licenses required
- Solid comprehension of Private Bank’s range of products and services as each applies to specific market and region business segments. Products include: deposits, banking, brokerage, custody, investment management, fiduciary, mutual funds, credit, foreign exchange and private investments
- Must understand the strategic impact of the regulations, policies and procedures related to these products and services, and how to integrate changes into existing infrastructure
- Strong interpersonal skills; ability to quickly build strong relationships with other senior managers, members of the integrated team and other internal partners
- Adaptable leader skilled in project management, metrics, reporting, and navigating complex data flows in dynamic environments