Director - Client services The Head of Client Services leads the department that is responsible for partnering with associates in Distribution and Relationship Management to service Institutional and High Net Worth clients investing in the company's products. This job owns short to mid-term (1-3 years) execution of client services strategy as well as the operational direction of the department. This job also contributes to setting strategy for the onboarding new client accounts, delivering reports to clients, and working with business partners to service client needs throughout the client lifecycle.
Key Responsibilities and Duties
Leads client services programs while overseeing the development, implementation, and revision of policies and procedures as needed to improve onboarding new client accounts, delivering reports to clients, and working with business partners to service client needs throughout the client lifecycle.
Communicates results of client services initiatives of the organization to leadership team, including key takeaways and opportunities for improvement.
Presents to clients regarding the onboarding process or addresses issues that arise during the client lifecycle.
Resolves the most challenging client inquiries facing the client service department by evaluating client-specific circumstances and collaborating across departments to formulate response and communicate findings to the relationship manager.
Champions solutions, improvements and best practices to increase operational efficiency and lower operating cost.
Manages performance of team through regular, timely feedback as well as the formal performance review process to ensure delivery of exceptional compliance programs and to foster team member engagement, motivation, and development.
Educational Requirements
University (Degree) Preferred
Work Experience
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TIAA Global Capabilities was established in 2016 with a mission to tap into a vast pool of talent, reduce risk by insourcing key platforms and processes, as well as contribute to innovation with a focus on enhancing our technology stack. TIAA Global Capabilities is focused on building a scalable and sustainable organization , with a focus on technology , operations and expanding into the shared services business space.
Working closely with our U.S. colleagues and other partners, our goal is to reduce risk, improve the efficiency of our technology and processes and develop innovative ideas to increase throughput and productivity.
We are an Equal Opportunity Employer. TIAA does not discriminate against any candidate or employee on the basis of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status.
Our Culture of Impact
At TIAA, we're on a mission to build on our 100+ year legacy of delivering for our clients while evolving to meet tomorrow's challenges. We equip our associates with future-focused skills and AI tools that enable us to advance our mission. Together, we are fighting to ensure a more secure financial future for all and for generations to come. We are guided by our values: Champion Our People, Be Client Obsessed, Lead with Integrity, Own It, and Win As One. They influence every decision we make and how we work together to serve our clients every day. We thrive in a collaborative in-office environment where teams work across organizational boundaries with shared purpose, accelerating innovation and delivering meaningful results. Our workplace brings together TIAA and Nuveen's entrepreneurial spirit, where we work hard and work together to create lasting impact. Here, every associate can grow through meaningful learning experiences and development pathways—because when our people succeed, our impact on clients' lives grows stronger.
Accessibility Support
TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.
If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:
Phone: (800) 842-2755
Email: accessibility.support@tiaa.org
Privacy Notices
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