| WHO IS TIAA-CREF? Teachers Insurance and Annuity Association-College Retirement Equities Fund (TIAA-CREF) is a leading provider of retirement planning for people in the academic, research, medical and cultural fields. Our mission is to serve those who dedicate themselves to the benefit and enlightenment of others, by helping to plan the financial future of those who advance the greater good. Director, Client Account Management-1686053 DescriptionReporting to the Director of Gift Administration, the Director, Client Service provides oversight of client service activities and actively participates in the advancement of client relationships. The Director, Client Service directly manages Sr. Client Managers and their teams
The Director, Client Service actively directs client service staff engaged in delivery of planned giving administrative services to clients. Fully accountable for client satisfaction and service quality for end to end services that meet client expectations, regulatory requirements, and contractual obligations. The position is a leadership role in providing personalized and high touch client support that meet both standard and unique needs of clients.
- Client Account Management: Manages the client service team and actively monitors, evaluates, and supports the day to day administrative aspects of the client programs. Assures overall timeliness, accuracy, and responsiveness in maintaining high quality delivery to each client program.
- Client Service Policy, Standards and Best Practices: Establishes guidelines and standards for service levels, client response, and client satisfaction by product area. Establishes metrics and measures to continuously evaluate and improve client service delivery. Sets standards for internal staff competency levels. Establishes methodologies for assigning clients and servicing each client tier appropriately. Motivates and actively leads high performance client service teams.
- Client Advisory Services: The lead advisory role in assisting clients with complex problems and administrative issues. Manages client teams in a high touch, highly consultative environment where unique business needs and issues demand innovative solutions. Develops teams with wide ranging expertise and depth of knowledge on fiduciary law, tax law, trust accounting, and regulatory and compliance requirements that can be leveraged on an as needed basis to provide high value add to clients in managing their gift administration programs.
- Staff Management: Recruits, selects, and trains employees in order to meet department objectives. Establishes performance goals, expectations and monitors those results. Prepares and implements training, development and action plans. Provides performance feedback, coaching, and counseling in order to motivate staff to achieve performance standards; takes corrective action when needed.
Qualifications
- The ideal candidate has 10+ years of experience in managing senior client-facing financial services staff. Demonstrated experience in strategic planning, building strong organizations, and developing best practices for servicing the client relationship. Able to lead in a growth and transformational environment. Trust and Estate administration expertise is required.
- Strong track record of leadership and the ability to build a best practices organization
- Excellent interpersonal and communications skills
- Knowledge of fiduciary law, tax law, trust accounting, regulatory and compliance requirements, and administration best practices in a multi-jurisdiction environment
- Deep focus and experience in attaining and measuring client satisfaction, delivering quality to clients, and client advocacy
- Ability to manage multiple, complex priorities in a fast-paced environment
- Strong consultative, relationship management background
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