The Manager of Client Care team is an operational leader within the R&W Operations Department, reporting to the Director, Retirement & Wealth Operations. This role is accountable for leading a team of Sr. Client Relationship Specialists who support Registered Investment Advisors (RIAs), Broker Dealers (BDs), Investment Sponsors, Platforms, and associated individual clients with Inspira accounts. 

This role ensures the delivery of exceptional service, operational excellence, and regulatory integrity while driving advisor and sponsor relationship growth. The Manager is accountable for team performance, service quality, mitigation, relationship strategy, and cross-functional alignment. 

The incumbent will develop team capabilities, oversee complex issue resolution, and serve as an escalation point for high-value advisor and sponsor relationships. This position plays a critical role in strengthening strategic partnerships and supporting business growth. 

Duties & Responsibilities 

• Lead, coach, and develop a team of Sr. Client Relationship Specialists to ensure consistent delivery of high-quality service 

• Establish and monitor performance standards, KPIs, service levels, and quality metrics 

• Oversee daily operations including queue management, workload distribution, and responsiveness to advisors, sponsors, and clients 

• Serve as the primary escalation point for complex, high-risk, or sensitive advisor and client issues 

• Ensure team adherence to IRA regulations, IRS Code requirements, prohibited transaction rules, and complex investment guidelines 

• Oversee onboarding of new Advisor, BD, Sponsor, and Platform relationships to ensure accuracy and compliance 

• Review and resolve complex customer cases and resolution requests across the firm 

• Monitor relationship health and identify opportunities to strengthen advisor and sponsor partnerships 

• Partner cross-functionally with Compliance, Transfers, Asset Services, Operations, and Technology to resolve issues and improve workflows 

• Analyze trends, feedback, and performance data to drive continuous process improvement 

• Identify operational risks and implement corrective actions as needed 

• Lead or participate in departmental and enterprise-wide strategic initiatives and special projects 

• Maintain audit-ready documentation and ensure regulatory integrity 

• Foster a culture of accountability, professionalism, and continuous improvement 

• Perform other duties as assigned 

Leadership & Performance Management: 

• Coach and engage team members to drive high performance and accountability.  

• Lead a team of professionals providing service and operational support to institutional clients 

• Utilize data-driven insights to monitor and improve team performance.  

• Establish clear KPIs, leverage data insights, and drive accountability to achieve operational and strategic objectives. 

• Evaluate individual and team results to achieve departmental objectives.  

• Foster collaboration, innovation, and continuous improvement across onshore and offshore teams.